The challenge was to increase revenue and number of new customers.

Our partner, a leading telecom provider, faced a familiar issue: their tele-sales team was experienced but constantly overwhelmed. With a conversion rate sitting at 5%, the management wanted to see better results — but increasing headcount or investing more into operations wasn’t an option.

The core problem wasn’t the team or the process — it was who they were speaking to. Too many conversations were happening with people who weren’t actively looking for a new provider, leading to long sales cycles and low conversion.

It was clear the team needed more relevant, better-timed conversations — not more conversations overall.

Our Collaboration and Solution

We addressed this by focusing on our core strength: bringing in potential customers who were actively looking for other telecom options in real time. These were people already considering a switch — not just browsing, but ready to engage.

We supported the sales department by:

• Delivering high-intent potential customers at the exact moment they were open to new offers.
• Sharing insights about what these customers were looking for, so the sales pitch could be adjusted.
• Providing coaching to help agents adapt to a faster, more opportunity-focused workflow.

This allowed the existing team to spend more time in productive conversations — and less time chasing uninterested prospects.

Results

Conversion rate increased from 5% to 12%, achieved entirely with the existing team and setup.

Challenge

Our partner, one of the region’s largest telecom providers, made a strategic move: shift more of their customer acquisition to a newly launched digital sales app. The vision was simple — let users complete the entire ordering process independently. This was not just a side project — the app was heavily promoted across channels, backed by marketing campaigns, and supported internally as a key management KPI.

But the results didn’t match the effort.

Despite generating strong traffic, most users weren’t completing the process. Many dropped off midway, opting instead to go back to traditional channels — call centers or physical shops — to finalize their decision. The problem wasn’t visibility. It was trust, timing, and clarity.

Customers weren’t yet confident enough to complete the journey on their own. And inside the company, the sales and product teams were under pressure to meet digital targets without throwing more budget into new campaigns or increasing headcount.

Our Collaboration and Solution

We stepped in to support the internal digital team — not by reinventing their app or marketing strategy, but by focusing on our strength: bringing in the right users at the right moment, and giving them the final nudge to convert digitally.

We helped by:

• Delivering high-intent potential customers already in the mindset to switch — people looking for telecom offers at that exact moment.
• Creating personalized follow-up flows that guided users from first interest to digital completion — either through automated offers or gentle reminders.
• Highlighting the app as the easiest way to complete their order, while still offering a fallback to speak with an agent if needed.
• Working with the product team to analyze behavior and adapt digital offers, improving relevance and conversion.

The goal wasn’t to force users into the app — it was to make it the most natural choice.

Results

• 38% increase in digital sales in the first year.
• Higher completion rates in the app, especially among users who were actively looking to switch providers.
• Better alignment between marketing, sales, and product — with each team using real customer data to improve the digital funnel.
• Reduced load on traditional sales channels, freeing up resources for more complex support needs.

Challenge

A common issue many telecom providers face is high customer drop-off after the initial point of contact. Customers express interest, but for various reasons, they never follow through with completing the purchase. The sales team ends up chasing unresponsive leads, and this inefficiency puts pressure on resources, delaying conversions.

Our partner encountered this exact challenge. Despite initial interest from customers, many of them lost momentum or disappeared after the first point of contact. The reasons for these drop-offs ranged from slow follow-ups to messaging that wasn’t timely or relevant enough to maintain customer engagement. Without proper re-engagement, the potential was lost, resulting in missed opportunities and lower conversion rates.

Our Collaboration and Approach

Our partner faced the challenge of improving the conversion rate without overwhelming their existing sales team. Together, we focused on delivering high-quality, high-intent customers who were actively considering a switch at that moment — right when they were most likely to convert.

We collaborated with them to:

• Identify and deliver high-intent customers: By focusing on people already actively seeking a telecom change, we ensured that the sales team received potential customers who were further along in the decision-making process.
• Engage with the right customers at the right time: We leveraged our data-driven approach to help the sales team focus on customers who were ready to act, improving the overall quality of leads and ensuring more effective use of sales resources.
• Implement structured and timely follow-ups: Automated follow-ups based on customer behavior and intent signals helped ensure that customers were contacted when they were most likely to engage.
• Expand the reach through multi-channel engagement: By incorporating SMS, WhatsApp, and Viber, we re-engaged customers through familiar channels, enhancing the chances of conversion.

Results

Through this targeted approach, our partner achieved:

• Improving second contact and conversion rates by 32%.
• The sales team reduced the time spent on non-responsive customers by 30%, allowing them to focus on higher-value prospects.

By aligning the sales process with the right customer needs and behaviors, our partner not only improved conversion rates but also streamlined their sales efforts, leading to more efficient and profitable outcomes.