Frontier Communication’s ‘Take the Lead’ program incentivizes field technicians to offer add-on or new services to subscribers when they’re in the field, conducting service calls to end customers. For each lead that results in closed business, they are awarded (with points added to an account) which they can then redeem for an award of their choosing.
With the rapidly growing participant base (4,000+ employees), the program became too large to internally manage successfully. With an unstructured rewards system, participants grew impatient waiting for points to be added to their accounts and Frontier administrators were being stretched too thin from manually fulfilling rewards orders ranging from gift cards to paying employees’ personal bills.
Lead Referral Incentive Program
Motivate Field Technicians to
Suggest Add-On Products
Encourage Referral Opportunities
for the Sales Team to Close
Brightspot designed a truly customized rewards structure for the Take the Lead program. Housed on our customizable Ignite web platform, the program now offers underlying databases, achievement processing and verification, point tracking, online awards catalog, automated award fulfillment, participant support, enhanced reporting, and program administration.
Participants can now bank points from closed referrals which they can track on the website. Points can be redeemed through an online gift card catalog comprised of more than 50 popular merchants, which includes e-card options for immediate satisfaction.
Moving to an online platform also means that our system can take on the heavy lifting of reporting, reward fulfillment, and tracking which had been a major time constraint for Frontier to manage.
Since the program relaunched, there has been a steady flow in new participant enrollment (averaging 350 new technicians per month) and a steady rise in redemptions month over month (35%). Participants no longer wait to earn or redeem points, nor do they have to wait to receive their awards. With our eGift catalog, they receive their award within minutes of redemption. With virtually all the administrative functions and award fulfillment taken off the client’s to-do list, they are relieved of mundane program operations and are free to accomplish bigger strategic goals.
Within the larger ‘Take the Lead’ program, Brightspot runs themed programs to focus on lead referrals during particular stretches of time or to accomplish specific goals. Our Red Zone Referral Program combined a mix of incentives for technicians and managers that included everything from small merchandise prizes via weekly drawings all the way up to a grand prize trip for two to the Super Bowl.
Because of its unique blend of awards and long-term success, Incentive Magazine named the Red Zone Referral Program as the 2019 Motivation Master’s Winner in the Sales Category!