Category Archives: Telesales

Case Studies

Royal Mail B2B Sales

CPM UK Driving Revenue by Sourcing, Identifying and Closing Opportunities with Both Existing and Prospect Customers

The challenge
    CPM UK CPM have delivered B2B sales in the SME market for Royal Mail since 2008. The structure includes 3 key business streams:

  • Proactive New Business
  • Territory Account Management
  • Reactive New Business Lead Response

The common objective across all of our teams is to grow revenues across all Royal Mail products, including domestic and international solutions in a highly competitive market.

Client Objectives:

Our vision is to be recognised as the best delivery company in the UK and Europe.

Our three-part strategy – centred on parcels, letters and customer - aims to deliver this, whilst generating sustainable shareholder value, and supporting the continued provision of the Universal Service.

We are focussing on our core business. We’re also finding new ways to grow in those strategic areas – parcels, letters, customers

Our Solution
    The activity is delivered from our high performance sales Contact Centre in Warrington and utilises a high calibre sales team of 50 professionals along with a fully dedicated management structure.

  • Proactive New Business – Our Business Development Managers create and close opportunities to generate new revenue sources. This is a sophisticated, consultative sell requiring an in depth understanding of the customer’s needs and close pipeline management. The team work in close partnership with the Royal Mail field teams to secure the sale where appropriate. This collaboration has secured deal values as high as £2million.
  • Account Management - Maintaining and growing revenue by building excellent relationships and really understanding existing Customers businesses. Proactively protecting a portfolio of Customers from competition threat. CPM manage an overall Customer base of over £200m in value.
  • Reactive New Business Lead Response – Responding quickly to prospect enquiries to understand their needs, match them to the right product/service and encourage them to become a new Royal Mail Customer. This team are also aim to provide a fantastic first impression of the Royal Mail brand.


  • CPM have delivered over £280m of new sales revenue since 2008.
  • Average delivery against Royal Mail stretching targets exceed 110% year on year.
  • Driven improved ROI from £7:1 to over £12:£1.
  • Created an in depth sales pipeline management system & performance management “Plan for Success” programme, both now adopted by client’s in-house sales team

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Case Studies
Nissan Corporate Sales

CPM UK delivering sales and engagement through an insight led, omnichannel approach to fleet sales
The challenge

CPM UK started working with Nissan in October 2015 following a competitive tender process. Initially Nissan’s aim was to outsource their face to face Corporate Sales team. CPM responded by developing a data led, omnichannel approach to fleet sales, incorporating data and insight, CRM and digital marketing, contact centre lead generation, and a face to face sales team.

Client Objectives:

  • Increase database visibility of the fleet market
  • Increase number of corporate customers with a direct relationship with Nissan
  • Manage and develop a Salesforce CRM platform
  • Recruit, manage and train a team of highly skilled sales professionals

Our Solution
  • Our insight led approach to fleet sales focuses on identifying a customers propensity to purchase based on the information captured at every touch point.
  • By implementing an omnichannel solution, we have been able to increase customer engagement, tailor individual customer journeys, and create personalised content to increase engagement.
  • CPM’s B2B contact centre division integrate into this customer journey, contacting prospects at the right time, and delivering the right message.
  • The team of face to face sales professionals were recruited based on the behaviours and skills we know delivers success. They had a mix of experience, however were inducted into the world of automotive and fleet through our ‘Fleet Sales Academy’ program, a 6 month course designed to give fleet sales professional the skills and tools to deliver successfully in their role.


  • In year 1, the team of Area Managers developed 1,008 new corporate relationships.
  • Our approach to data increased market visibility from 30% to 92.5% in 12 months.
  • CRM has delivered an increase in customer engagement, an increase in advocacy, and a 11% increase in leads generated.
  • CPM’s custom Salesforce platform has now been adopted as Nissan’s central corporate database – driving all fleet activity and fleet marketing communications in the UK.

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