InfoCision's Chief Marketing Officer Ken Dawson shared this presentation at 2010 TARGUSinfo Scoring Summit.

2. Who’s Calling? Customizing the Caller Experience to Feed the Bottom Line Ken Dawson Chief Marketing Officer InfoCision Management Corp. www.infocision.com

7. First Step Demographic Who am I? Transactional What have I done? Psychographic What do I do?

8. First Step Define the current donors with profiling Apply the model to rental list and segment prospects Model the current donors to target for acquisition

9. First Step +17% +21% +17% +21%

21. Control Control Campaign (Direct Mail Sent to Every Customer)

22. Multi-Channel Multi-Channel Customer Retention Strategy

24. Multi-Channel Payment issues 2.225 m customers to be targeted Certain geographies Do not contact 2.25M customers to be targeted Filter out Propensity to churn Over-utilization Contract expiration Old equipment Low usage

25. Multi-Channel Keep customer away from retail outlet 160k calls 8 % RR Do not text Non- responders E-Verification E-Contract Offer Based on BI Model Offer Based on plan type Phone exclusive offer Filter 225k removed Old equip/ No text capability 160K Calls @ 8% RR

26. Multi-Channel Do Not Mail E-Verification E-Contract Filter ROI Filter: Usage/ Profitability Bad Addresses Keep customer away from retail outlet 461K Removed Phone Exclusive Offer Personalized Geography Offer Based On BI Model Offer Based On Plan Type Demographic Psychographic Drivers 55K Calls @ 4% RR

27. Multi-Channel Do Not Call E-Verification E-Contract Filter Respondents to Text or Direct Mail Keep customer away from retail outlet Billing Cycle 405K Contacts Made Offer Based On BI Model Offer Based On Plan Type Phone Exclusive Offer 74K Calls More Stringent ROI Filters 649K Removed

28. Multi-Channel Control Campaign (Direct Mail Sent to Every Customer)

29. Multi-Channel Multi-Channel Campaign

30. Multi-Channel Multi-Channel Campaign Summary

34. Results

36. Results

40. Solution

41. Rapid Response Routing Here’s how R3 works: Fast Response A request comes in from your website Quick Routing Data is appended, offer created, Call is routed to Agent for Outbound dial Intelligent Transfer Calls are transferred to agents or counselors if needed

42. Rapid Response Routing Market Applications Education Student requests information about specific campus or educational program Financial Prospect requests more information about a specific type of loan or offer Commercial Customer expresses interest in a specific product line or service Calls are routed to Agents or Counselors who are trained and knowledgeable on those specific products and markets

45. Who’s Calling? Customizing the Caller Experience to Feed the Bottom Line Ken Dawson Chief Marketing Officer InfoCision Management Corp. www.infocision.com