Our client in the telecommunication industry was struggling with customer turnover challenges, heavily influenced by customer loyalty and sales opportunities.
However, our client’s sales operations didn’t succeed in creating many up-, cross-, or deep-selling opportunities. The problem? Customer needs weren’t immediately visible to the company and offers often took too long to attract customers.
We recognized that the client critically needed an improved sales process. Using our MyBase solution, we enhanced the existing sales process and combine all key features to ensure sales efficiency and highlight future up-, cross-, and deep-sell opportunities.
We started by using stereotypical customer journeys and internally aligned suitable sales stories to support the sales team in facilitating more up- and cross-selling.
Together with our client, we established a clear customer engagement strategy and action plan based on transparent contact rules for each customer segment. We used them as guiding principles for customer engagement, translating them into specific proactive and reactive activities for each segment.
We implemented a tailor-made solution to improve cross-, up-, and deep-selling capabilities, enhancing efficiency in targeting relevant customer segments. We developed a sales opportunity score that identified low-risk customers with a high potential for up-selling. All these insights were displayed in an organized dashboard. In addition, we developed a digital sales support solution that intuitively guided sales managers through the process, helping to increase conversion and up- and cross-selling of services, all based on real-time data.
With these measures, our client was able to identify high velocity accounts with significant potential for cross- and up-selling.
As a result, the company increased its customer conversion rate and doubled the number of services ordered. Offer time and escalation processes reduced by more than 60 percent and the win rate grew by more than 15 percent, achieving a double-digit revenue improvement.
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