Stellar smartphone support.

Prior to the launch of the smartphone, Premium reps were told about a significant initiative supporting our client, but were not given specific details or instructions to prepare due to the sensitive nature of the launch. In order to generate hype and excitement around the initiative without divulging specifics, reps were provided with swag and general communications.

To prepare for the announcement, Premium created a “war room” environment at HQ in St. Louis consisting of live dashboards providing real-time visibility into execution and 55 Premium team members ready to support a field team of more than 1,600 reps.

After the smartphone’s announcement, war room team members sent out text blasts to the field team releasing the instructions and details of the job. Reps then began executing product installs across 2,000 Best Buy and Verizon stores.

In addition to constant inbound and outbound call support, the Premium team leveraged private social media groups to communicate announcements, answer questions and identify challenges leading up to and during the install.

Premium Retail Specialists successfully executed 100% of all store locations – meeting the client’s request – and achieved 93% display compliance in just 1.5 days.

Learn more about our support solution here.