About the client
Our client is a US-based company that allows organizations manage electronic agreements with electronic signatures on different devices. They have around 1.5 million clients in 180 countries.
Client Challenge
Our client was in the highly competitive subscription industry where their revenue is based on the number of active subscriptions they can handle. This was a concern for them as they were losing active subscribers to competition who offered better products with varied functionalities at an attractive price deal. The client wanted to reaffirm its position and was looking for an experienced vendor who could drive growth across their product portfolios and increase subscriptions by leveraging new recurring contracts.
Movate Solution
Movate studied the client’s challenge and arrived that the following scope of work:
- Support both inbound and outbound sales for the US and Canada via phone, email, and chat
- Lead qualification, validation, and identify the most suitable plans (web or commercial) for the end-users
- Customer success and enterprise support services with a focus on efficiency and cost-effectiveness
- Provide support in English & Spanish with location coverage from Costa Rica and the Philippines
In a subscription economy, time is money. The team started to monitor and spruce up all inbound and outbound calls across US, Canada through phone, email and chat channels. The idea was to navigate, sift and pick up the most promising requests that can be converted to leads. We undertook a lead qualification strategy where we validated the the customer’s need, the challenge they had, what would trigger them to continue with us and identify the most suitable commercial plan that they can be onboarded to.
We started upselling and cross selling services that offered maximum guarantee and promised maximum returns, increasing the revenue. All inbound queries were mitigated by addressing the clients’ challenges with cutting-edge solutions making every deal a win-win for both parties. At times, we also facilitated meetings between account executives and decision-makers to strengthen the decision process. We ensured that all the activities done led to successful closures by providing the team with valuable on-time insights gathered from every transaction.
Business Benefits
- Average of $3,400 MRR achieved per month per sales agent
- $1.2M monthly sales achieved by selling annual and monthly plans
- Service coverage with less than 4% abandoned rate.
- Achieving 100% of targets on NPS scores.
- Achieving $70K/month/FTE in unattributed and attributed revenue from the Philippines