CASE STUDY: GLOBALSTAR
Company Profile – With over 315,000 subscribers (as of June 2008), Globalstar is the world’s largest provider of mobile satellite voice and data services. Globalstar offers these services to commercial and recreational users in more than 120 countries around the world. The Company’s products include mobile and fixed satellite telephones, simplex and duplex satellite data modems and satellite airtime packages.
In late 2007, Globalstar subsidiary SPOT LLC launched a handheld satellite messaging and tracking personal safety device known as the SPOT Satellite Messenger.
Many land based and maritime industries make use of the various Globalstar products and services from remote areas beyond the reach of cellular and landline telephone service. Global customer segments include: oil and gas, government, mining, forestry, commercial fishing, utilities, military, transportation, heavy construction, emergency preparedness, and business continuity as well as individual recreational users.
Globalstar data solutions are used for a variety of asset and personal tracking, data monitoring and “Supervisory Control and Data Acquisition” or SCADA applications.
Business situation – The business situation for this engagement has continued to grow over time. With the origins of our relationship in the “collections” space we have continued to perform at a high level to where we are provided with opportunity with each new iteration of marketing… ranging from first party collections, to customer service, to customer retention and new channel sales efforts.
Solution – To provide the best solution for our client’s stated needs we have devised implementation plans that include a multi-faceted approach. We receive a new file on a monthly basis to process first party collections with a focus on customer retention. In addition we have established inbound lines with agent coverage for basic tech support, customer service and channel sales driven from marketing efforts. CES has defined an outbound calling strategy designed to engage consumers and business owners within a target profile and introduce them the benefits and features offered by the Globalstar suite of products.
Benefits – With the approach taken by our team we were able to increase the retention rate for existing customers and collect past due balances; assist in win back efforts for re-engaging with previous customers; and add new customers on a consistent basis…increasing market share and profitability.
Due in part to our efforts the Globalstar brand has strengthened and company stock values have begun to steadily rise.
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