The Customer stats:
Location: Nationwide
# of locations: 300+
Joined White Pages Connect: July 2019
Background
Our client is one of the leading Telecommunications providers in Australia. With a National footprint, they currently manage over 300 individual locations consisting of owned stores, b2b and a dealer network.
The Challenge
Having consistent profiles across the digital ecosystem and a single source of truth for location data was one of the biggest challenges our client faced. Being able to keep track and manage multiple Google My Business (GMB) profiles whilst controlling the digital profile and footprint across Google, Facebook, Bing, and other directories were proving to be expensive and time-consuming.
As part of the continual digital transformation and customer-centric focus, our client needed the ability to update their profiles and respond to customer reviews in a timely manner, as well as empower their local teams with the tools to manage the channel effectively.
The Solution
We worked with client to get a better understanding of their current GMB process. This included claiming and verifying unclaimed GMB profiles and providing a central management solution for existing profiles, ensuring data consistency across all digital locations.
Managing and maintaining changes to individual store information (including address, phone numbers, opening hours, etc.) at scale was critical.
With White Pages Connect, our client can manage all their location data on one portal. Further optimisation of their operations included implementing the Socialise add-on, providing a holistic view of their customer ratings across multiple sites. White Pages Connect the team are notified of new reviews enabling them to respond in a timely manner improving overall customer engagement.
The Benefits
Since implementing White Page Connect, not only has our client been able to ensure consistency of information across multiple online platforms, but they have also saved on administrative costs, resource time and effort.
During COVID-19, the White Pages Connect portal was particularly vital in managing changes in store details, including store and temporary closures across VIC and SA during border closures.
Our client has also been able to also determine overall customer sentiment through the White Pages Connect Socialise portal, gaining better insight into localised customer satisfaction and having the tools to respond and action feedback quickly.
Since implementing White Pages Connect, our client has gained control over an additional 300 GMB locations, ensuring brand consistency across all managed locations.
By proving out the solution, they have also ensured a fully managed customer experience amongst the independent dealer channel, ensuring their corporate brand reputation remains consistent and up-to-date.
*Information is up to date when data was downloaded (14th January 2021) and subject to change. Performance results are not mutually exclusive and can also be attributed to an integrated digital strategy, including organic, owned, and paid advertising activity from the customer.
