Client Case Studies: Strategy in Action

For more than 15 years, Peppers & Rogers Group has helped many of the world's top companies with strategy and process initiatives that maximize the value of their customer base. Our expertise reaches across various industries, geographies, and functional areas, and has served more than 800 global clients. Below are a few examples that demonstrate the depth of Peppers & Rogers Group's capabilities.


Microsoft - With the launch of Office 365, Microsoft's new service-based business model requires segmentation and churn strategies for an optimal customer experience. More >

Telecom operator, Asia - Peppers & Rogers Group developed a three-phase strategic CRM roadmap for a mobile operator. More >

Telecom operator, Middle East - Customer retention strategy lowers telecom customer churn by 50 percent More >

Insurance company, South Africa - Advanced segmentation strategy influences customer and operational changes. More >

Australian Telecom Operator - A telecom operator worked with Peppers & Rogers Group to identify best practices in chat programs and to design a world-class chat program to enhance sales, service, and improve the overall customer experience. More >

Telecom Operator - A telecom operator enlisted Peppers & Rogers Group to perform a comprehensive assessment of its data capabilities and develop a detailed roadmap and implementation plan. More >

Major U.S. Bank - A leading U.S. bank wanted to create the optimal customer experience during every interaction with its customers at retail branches. It worked with Peppers & Rogers Group to identify and take action on gaps in the branch customer experience. More >

Department of Insurance - One U.S. state's department of insurance enlisted the help of Peppers & Rogers Group to create a strategy and implementation roadmap to improve the customer experience provided by its Consumer Health division. More >

Saudi Telecom Company - First-call resolution jumps after STC takes a customer-centric view of its broadband services contact center, with a strict focus on analytics. More >

All-State Legal - All-State Legal partnered with Peppers & Rogers Group's managed analytics team to develop a strategy for best utilizing the wealth of customer data the company had collected over the years. More >

BMW - In order to drive sales and lock in loyalty, BMW of North America (BMW NA) sought to improve its customer experiences both with the brand and at its dealerships. More >

Emirates Transport – Middle East transportation giant Emirates Transport responded to increased competition in its core market, re-aligning its strategy based on customer needs. More >

Hewlett-Packard - Recognizing the need to create a stronger competitive edge, HP transformed itself from a technical support center into a more customer-focused organization. More >

Telkom South Africa – The telecommunications company fought churn and market saturation with a customer-centric approach, protecting the subscriber base while developing next-generation offerings. More >

Yapi Kredi Emeklilik - Peppers & Rogers Group helped Yapi Kredi Emeklilik, a division of Fortune 500 business conglomerate Koç, to segment its customers, define segment strategies, and build churn analysis and prediction models.
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U.S. Health Insurance Company – A leading health insurance provider wanted to develop a strategy to engage individual members with a strong relationship focus. Peppers & Rogers Group helped the health insurer understand the current state of its member on-boarding experience and architect the ultimate future state based on member insight. More >

Middle Eastern Bank - A sudden increase in the scale of operations, combined with semi-automated processes to support the increased number of products sold and the complexity of Islamic banking products, complicated the business and impacted the customer experience at Al Rajhi Bank. More >

European Insurer – An insurance giant had begun its customer-centric journey, but the strategy was not delivering value. To succeed it needed to understand customer needs and value. More >

Large European Consumer Goods Company – A leading European manufacturer of kitchen appliances was not meeting its financial goals. A maturing core product, an inconsistent customer experience resulting from a disintermediated sales approach, and a dilution of the brand were the drivers negatively affecting the business. More >

Leading Logistics Company – One of the world's leading logistics companies saw an increasingly competitive marketplace. The organization realized that a drastic shift from its usual operations was needed. More >

Learn more about how Peppers & Rogers Group helps clients meet their business challenges.

Case in Point
Eli Lilly Canada sought to expand the sales of a "blockbuster" drug used for patients. The drug was Number 1 in the Lilly portfolio, with global sales of $2.3 billion per year. Eli Lilly's second-highest-grossing drug was coming off patent soon, and competitors had emerging drugs for the same diagnosis. The company looked to create a pilot program to test CRM among physicians.

Download the entire case study, "Pilot Program Tests CRM Among Physicians."

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