Case Studies / Analyze, Consumer Electronics, Merchandise, Optimize

Stellar smartphone support.

SUMMARY

Premium installed 3,500 phones in 2,000 Best Buy and Verizon stores in just 1.5 days, releasing instructions and deploying 1,600 reps immediately following the new smartphone announcement.

3,500
Installs
93%
display compliance
1.5
Days

Challenge

A major smartphone manufacturer challenged Premium to deploy reps to support its product launch immediately following the announcement.

What We Did
Infrastructure
Innovation
Quality Assurance
Strategy

Execution

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.

We did it for a major smartphone manufacturer. See how we can do it for you.

“One of Premium’s strengths is its ability to adapt to change. In a technology company, a lot of things happen last minute. Premium is very quick to figure out ways to solve our problems.”
– DAVID BILTON, HEAD OF RETAIL ACTIVATION, NEST

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