Customer Spotlight: How 4L Uses Statflo to Make Every Rep Their Best Rep
We sat down with Lars Koop, COO and Dealer Principal of 4L Communications, to discuss how 4L has utilized Statflo to enhance carrier campaigns, drive results, and improve rep output across the board.
4L is a family-built and -grown company founded on a set of core values they strive to uphold every day: growth is a must, driven to win, happy customers, make it fun, and just like family. Ensuring every customer feels like a part of their extended 4L family is essential to who they are.
In our recent interview, Lars shared 4L’s journey from a single kiosk to a multi-province Telus dealer and how Statflo has supported them along the way. Hear Lars discuss how to make every rep your best, enhance carrier campaigns, pivot quickly, and retain customers through strategic outreach.
The Power of Making Every Rep Your Best Rep
When you manage multiple wireless locations, consistency is everything. But without the right tools, it’s tough to ensure every rep delivers a high-quality experience. 4L is unique in that several of their reps have been with them for decades and know the value of building strong relationships that bring customers back year after year. But how do they ensure that all of their reps are offering this same experience? That’s where 4L Communications turned to Statflo.
“Statflo takes what those tenured reps have, a tremendous amount of customers and repeat business, and distills it into a platform that we can roll out across a hundred sales reps. And whether that rep is being onboarded or they’re getting their feet wet in sales or it's day thirty, they can understand the value in building their own book of business by using a tool that's centralized and ensures that all the customer data and interactions are accurate.”
4L is able to drive more meaningful customer conversations, even when customers speak to different reps across multiple channels. Whether they chat with a rep in the store, or over text message or phone call, 4L is able to track relevant customer information, including personal details, sales opportunities, and more — all within Statflo.
“If you come into one of our stores and we have an interaction, but you don't make a purchase decision, why wouldn't I log a few notes on your account to say what we talked about? Next time you come into a store, maybe you're not dealing with the same rep, they can pull up your account, and see your most recent interactions. It creates stronger, more meaningful relationships as opposed to just a one-time interaction.”
With Statflo, reps aren’t just guessing at what their customers need — they’re equipped with insights to drive meaningful conversations. The result? A more confident, consistent, and high-performing team.
Enhancing Carrier Campaigns and Pivoting Quickly
In the telecom world, promotions shift fast — and adapting quickly can make or break a campaign. 4L Communications needed a way to support carrier initiatives and respond to market needs without delays — all while maintaining their own goals.
“Carrier priorities are always going to be based around what they deem is the most important area from a holistic perspective. Whether it's building revenue growth or driving certain OEM initiatives with new devices. Whereas 4L’s priorities are obviously to retain our customers.”
Dealer and carrier priorities are almost always aligned, but don’t always match. When faced with this challenge, 4L focused on how they could maintain their family-centric customer relationships, while also meeting carrier requirements and initiatives.
“We do align with the carrier 99% of the time. Where I think we would differentiate a little bit is making sure that we don't have a knee-jerk reaction to what the market is doing or what our competition might be doing. Instead, having this steadfast routine contact strategy that builds customer trust through consistent communication — and supports our bottom line. So just because there's a new shiny object or the shiny toy to chase, we know that our bread and butter is in renewals and activations.”
4L cites Statflo for their success in being able to pivot quickly to meet, augment, and even enhance carrier initiatives.
“I think that Statflo has been really quick to help us pivot, augment and actually enhance what a carrier-driven campaign could look like. And I think that the speed in going to market with that campaign is always going to be far quicker with the dealer.”
Ensuring Customer Retention with Strategic and Timely Outreach
For 4L Communications, retention isn't left to chance — it's built through a family-centric mindset and consistent, strategic outreach and relationship building. Whether it's a contract nearing renewal or a past customer going quiet, Statflo helps 4L maintain those all-important customer relationships.
“Where Statflo plays into that is having contact cycles and a contact strategy to continually engage with our customers, whether that's from the first month after they activate or renew to making sure their bill is okay, that they're satisfied, to the 12-month anniversary check-in, plus tips, tricks, and timely sales offers along the way to make sure you're continually engaging with that customer. Because then they can reciprocate that and they know that they can come back and contact their sales rep and ask a question.”
Open lines of communication between 4L and their customers have improved retention and delivered strong ROI.
“We look at where we've started, back when we became a Telus dealer in 2017 and where we're at now, striving to break into the top ten — or even the top five. And I think Statflo has played a key part in doing that through customer outreach and driving an ROI… If we distill that down into a gross margin story, what does that look like? It works out to be about $5 of margin per SMS we send.”
When asked what Lars would tell others in the industry who aren’t using Statflo to support their customer retention efforts, he had this to say:
"For a company that's never used Statflo before, this program is going to revolutionize your engagement with your customer base. Because if you're not doing it right now, you don't know how your customers feel, you don't know what they're doing for the next twenty-four months. They just kind of, ‘Here, I did my transaction. Out to the wilderness you go. I hope they come back.’ So you really have no strategy for retention.”
Curious to learn more about 4L Communication’s journey and insights? Don’t miss out—watch the full interview to see how Statflo can transform your experience!
Watch the interview below for more details
Discover How Our Solutions Have Transformed Businesses - View Our Case Studies
You will get a link to case study after you have fill in the form to watch all the materials immediately.
We sat down with Lars Koop, COO and Dealer Principal of 4L Communications, to discuss how 4L has utilized Statflo to enhance carrier campaigns, drive results, and improve rep output across the board.
4L is a family-built and -grown company founded on a set of core values they strive to uphold every day: growth is a must, driven to win, happy customers, make it fun, and just like family. Ensuring every customer feels like a part of their extended 4L family is essential to who they are.
In our recent interview, Lars shared 4L’s journey from a single kiosk to a multi-province Telus dealer and how Statflo has supported them along the way. Hear Lars discuss how to make every rep your best, enhance carrier campaigns, pivot quickly, and retain customers through strategic outreach.
The Power of Making Every Rep Your Best Rep
When you manage multiple wireless locations, consistency is everything. But without the right tools, it’s tough to ensure every rep delivers a high-quality experience. 4L is unique in that several of their reps have been with them for decades and know the value of building strong relationships that bring customers back year after year. But how do they ensure that all of their reps are offering this same experience? That’s where 4L Communications turned to Statflo.
“Statflo takes what those tenured reps have, a tremendous amount of customers and repeat business, and distills it into a platform that we can roll out across a hundred sales reps. And whether that rep is being onboarded or they’re getting their feet wet in sales or it's day thirty, they can understand the value in building their own book of business by using a tool that's centralized and ensures that all the customer data and interactions are accurate.”
4L is able to drive more meaningful customer conversations, even when customers speak to different reps across multiple channels. Whether they chat with a rep in the store, or over text message or phone call, 4L is able to track relevant customer information, including personal details, sales opportunities, and more — all within Statflo.
“If you come into one of our stores and we have an interaction, but you don't make a purchase decision, why wouldn't I log a few notes on your account to say what we talked about? Next time you come into a store, maybe you're not dealing with the same rep, they can pull up your account, and see your most recent interactions. It creates stronger, more meaningful relationships as opposed to just a one-time interaction.”
With Statflo, reps aren’t just guessing at what their customers need — they’re equipped with insights to drive meaningful conversations. The result? A more confident, consistent, and high-performing team.
Enhancing Carrier Campaigns and Pivoting Quickly
In the telecom world, promotions shift fast — and adapting quickly can make or break a campaign. 4L Communications needed a way to support carrier initiatives and respond to market needs without delays — all while maintaining their own goals.
“Carrier priorities are always going to be based around what they deem is the most important area from a holistic perspective. Whether it's building revenue growth or driving certain OEM initiatives with new devices. Whereas 4L’s priorities are obviously to retain our customers.”
Dealer and carrier priorities are almost always aligned, but don’t always match. When faced with this challenge, 4L focused on how they could maintain their family-centric customer relationships, while also meeting carrier requirements and initiatives.
“We do align with the carrier 99% of the time. Where I think we would differentiate a little bit is making sure that we don't have a knee-jerk reaction to what the market is doing or what our competition might be doing. Instead, having this steadfast routine contact strategy that builds customer trust through consistent communication — and supports our bottom line. So just because there's a new shiny object or the shiny toy to chase, we know that our bread and butter is in renewals and activations.”
4L cites Statflo for their success in being able to pivot quickly to meet, augment, and even enhance carrier initiatives.
“I think that Statflo has been really quick to help us pivot, augment and actually enhance what a carrier-driven campaign could look like. And I think that the speed in going to market with that campaign is always going to be far quicker with the dealer.”
Ensuring Customer Retention with Strategic and Timely Outreach
For 4L Communications, retention isn't left to chance — it's built through a family-centric mindset and consistent, strategic outreach and relationship building. Whether it's a contract nearing renewal or a past customer going quiet, Statflo helps 4L maintain those all-important customer relationships.
“Where Statflo plays into that is having contact cycles and a contact strategy to continually engage with our customers, whether that's from the first month after they activate or renew to making sure their bill is okay, that they're satisfied, to the 12-month anniversary check-in, plus tips, tricks, and timely sales offers along the way to make sure you're continually engaging with that customer. Because then they can reciprocate that and they know that they can come back and contact their sales rep and ask a question.”
Open lines of communication between 4L and their customers have improved retention and delivered strong ROI.
“We look at where we've started, back when we became a Telus dealer in 2017 and where we're at now, striving to break into the top ten — or even the top five. And I think Statflo has played a key part in doing that through customer outreach and driving an ROI… If we distill that down into a gross margin story, what does that look like? It works out to be about $5 of margin per SMS we send.”
When asked what Lars would tell others in the industry who aren’t using Statflo to support their customer retention efforts, he had this to say:
"For a company that's never used Statflo before, this program is going to revolutionize your engagement with your customer base. Because if you're not doing it right now, you don't know how your customers feel, you don't know what they're doing for the next twenty-four months. They just kind of, ‘Here, I did my transaction. Out to the wilderness you go. I hope they come back.’ So you really have no strategy for retention.”
Curious to learn more about 4L Communication’s journey and insights? Don’t miss out—watch the full interview to see how Statflo can transform your experience!
