Objective
The client decided to run a campaign during festive period to encourage customers to exchange their old mattress with a new one. Customers who took part in the offer qualified to a lucky draw through which they won attrcative reqards such as Sleepwell Comforters, Havells Mixer Grinders, Samsung TVs and Honda City Cars. The deliverables were to handle all the communication to the winners, collect the documentation and handle the procurement and delivery of all the rewards up to the last point. The biggest challenge of the project was the scale as the number of winners to be contacted were 6000+.
Approach
The key activities in project execution were as follows:
- Contacting the winners and informing them of their rewards and further process
- Coordinating timely documentation and validation
- Getting the winners to pay the requisite gift tax on a few rewards through Demand Drafts
- Handling logistics of rewards up to the last mile in all corners of the country
- Providing multi-channel support for grievance handling
- Ensuring zero leakage payouts with audit trails
- Ensuring closures of all deliveries within 45 days of confirmation
Outcome
- All the rewards were delivered to the resspective winners within time and in full
- Customers had superior experience of taking part in the activity and engaging with the brand
- Higher than benchmark savings were achieved through superior procurement of rewards
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