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Requiring a big picture focus on resources, processes, data, culture, and customers

Updated: Nov 14, 2022

Fortune 50 Telecommunications Company

A Fortune 50 communications client was experiencing a rise in customer escalations directly related to customer reward fulfillment. Research into the redemption and fulfillment process identified vendor shortcomings. In addition to inconsistencies with account team support, there was a lack of integration with and management of subcontractors as well as inadequate information infrastructure and program data sharing. The supplier had not invested resources in this area of the business, prepaid card management, and lacked a progressive approach. In addition, the supplier communicated the impending sale of the business unit. It was imperative to evaluate options and identify a new supplier.

  • Quickly developed a thorough understanding of this marketing operations’ function. Stabilized the current process (information exchange, fund reconciliation, and analysis).

  • Surveyed the prepaid card landscape to identify viable options for vendor transition.

  • Identified the appropriate stats to define a scope and develop a request for proposal for prepaid card management. Utilized the client’s tool to develop, communicate and house the RFP.

  • Assisted with supplier selection, business requirements going forward, contract development and business transition.

The NorthStar Solution process included both staff augmentation as well as marketing operations consulting. NorthStar provided a resource with extensive marketing operations background in Fortune 500 consumer goods loyalty management including fulfillment sourcing, supplier management, and fund management. This alignment with the requirements of the client assignment allowed for quick onboarding and scope development to expedite the RFP as well as address immediate vendor relation issues. Drawing on experience, NorthStar provided insight into the pros and cons of customer reward alternatives, options for analysis, and improved cross functional integration.

The development and execution of the RFP for prepaid card management provided our client with insight into the interdependencies of subcontractors in this space as well as a host of options available to address the business needs. Realizing a $300K annual savings was not the only win for our client. The selected supplier provided additional offerings including digital delivery and collateral options that will increase customer engagement and data integration with other select suppliers that will ensure an enhanced consumer experience.


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