NexxLinx was the first in the Industry to offer a dedicated outsourced Retention team. Retention was a business model that we put into practice for a smaller client. When we began to see the value and success of such a program, we presented it to one of the largest Media|Entertainment|Cable providers in the country.
Our Client Services team determined that implementing a Retention program would save this client an immediate 45% over handling this activity in-house. The team was then able to show NexxLinx would out-perform an internal retention team, bringing the added savings of not having to staff or provide technological infrastructure for an internal customer retention program. This client agreed to allow NexxLinx to save them money - and customers - and a partnership was born.
The program began small, in just a few areas. However as save rates, abandon rates, service levels and other internal metrics were met and then exceeded, we added regions and divisions. Today, NexxLinx handles Customer Retention for much of the United States.