By Marshall Ogen, Vice President of Business Strategy at CannabisBPO
Growth, Redundancy, and ROI. That’s the simple answer.
To become a master grower in the cannabis industry, it takes time to understand and implement the careful balance between the art and science of the discipline. It’s also key to have a strong foundational understanding or education in horticulture, agriculture, genetics, botany, and more. Perfecting the craft of growing cannabis takes time, patience, and the ability to analyze the results to continue to perfect the crop and craft.
The same can be said about the contact center space. In the cannabis industry, the right contact center approach grows patient/customer loyalty, revenue, and brand promoters. There is both an art and a science to the contact center world. There is also an art and a science to understanding and engaging with a cannabis consumer, which is different from many industries often because of the chasm between incredibly educated consumers who know what they want and/or need, and those who need extra attention along with individualized education. At CannabisBPO, we are a contact center organization dedicated to the cannabis space with decades of deep-rooted experience in the customer journey of highly compliance-driven and regulated industries, such as healthcare and finance.
More importantly, CannabisBPO has made an investment in learning the cannabis industry from the ground up. Literally. Although we don’t touch the plant in our operational model, we started our journey learning all aspects of the industry. From walking the fields and greenhouses with growers to meeting with leading scientists, technologists, attorneys, M&A strategists, FDA consultants, branding experts, and politicians, we absorbed the full spectrum (pun intended) of the cannabis industry from seed to sale. We have traveled across the globe to learn from and connect with leading experts in the cannabis industry. This journey uniquely positioned CannabisBPO to become more than just an outsourcer of cannabis industry contact center business. It ensured we knew cannabis and the cannabis consumer.
It’s a fair assumption that every cannabis industry organization wants to grow its balance sheet, customer base, and create a sticky relationship between the consumer and their brand. This is where CannabisBPO thrives. As an ROI driven solutions provider, we invite you to review a few client engagement success stories in the cannabis industry.
CannabisBPO Case Study: Pharmacy Telesales (click link)
A telesales based program directly drove a positive impact on the client’s market share for a variety of their brands and yielded a 45% conversion rate.
CannabisBPO Case Study: Patient Win Back (click link)
A patient win-back program for an LP that had a 297% ROI and a 14.6% average monthly spend increase by the patients.
CannabisBPO Case Study: Patient Welcome (click link)
A new patient welcome program for an LP that had an overall ROI of 630%.
CannabisBPO can assist organizations with growth and redundancy. We represent scale with expertise and a backup for any unforeseen issues within an existing internal contact center team. Customer experience is a key differentiator, and CannabisBPO can craft solutions that brand interaction is available when and how the customer needs to connect.
Our success is based on the principles of the Three E’s; Engage, Educate, and Empower. This is coupled with our corporate mantra that “every interaction is a positive interaction.” The keyword is positive, as it focuses on the customer experience, brand messaging, and a positive ROI on the CannabisBPO services.
CannabisBPO is a specialty provider of contact center services for the cannabis industry. With locations in Canada and the US, the company offers outbound and inbound contact center services in a 24/7 setting. The company’s core service channels are text, email, mail, phone, chat, and social media for customer service, sales, and technical support projects. CannabisBPO helps cannabis companies drive revenue and mitigate risks. For more information, visit https://cannabisbpo.com. Follow us on Facebook, Instagram, LinkedIn, and Twitter.
Marshall Ogen is the Vice President of Business Strategy at CannabisBPO and has over 25 years of experience in outsourced contact centers, quality assurance, having consulted with many of the world’s most recognizable brands to ensure successful customer engagement activities. He is a strategic advisor to the New Jersey CannaBusiness Association, a member of the National Cannabis Industry Association (NCIA) Marketing and Advertising Committee, and the co-chair of the Mid-Atlantic Professional Association of Customer Experience (PACE).