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Case Study: Financial Services Solutions

Industry: Financial Services

Focus:    Acquire New Credit Card Customers and Increase Revenue

One of North America’s largest financial institutions asked OTD to develop an integrated approach to increase sales of products and services to current customers.


  • Cross sell multiple products to the customer base
  • Sell a broad range of products to include credit cards, credit protection, insurance, ancillary services
  • Increase revenues and reduce customer churn
  • Reduce cost to serve customers with better results than internal centers
  • Acquire new consumer and business customers
  • Blended performance and fixed costs basis


OTD partnered with the client to develop a strategic approach, resulting in several customized marketing, channel and operations solutions, including:

  • Strategic sales initiatives to penetrate the card member base with ancillary services, incorporating customer data and lifecycle events and management for optimal targeting and response
  • Launch and management of multiple credit card retention programs
  • Development and execution of credit card welcome call initiatives
  • Creation of usage stimulation programs
  • OTD developed an account management with financial industry expertise
  • OTD launched and managed off shore external partners
  • OTD and client established performance base/volume pricing
  • OTD developed innovative agent training and compensation plans to drive performance on specific critical metrics.


  • Increased revenue, usage and activations
  • Meeting the aggressive goals as established by the client
  • Acquired over one million new credit card customers
  • Reduced cancellations
  • Now the number one performing vendor, OTD established benchmarks for all centers.