New England Wireless is the largest authorized agent in New England for US Cellular. Formed in 2005, they have stores in New Hampshire, Vermont, and Maine. Though New England Wireless was not new to the customer outreach process, they were struggling to see good results from the exercise.
That’s when they decided to look for a business text messaging solution that gave them a detailed insight into the frontline activity and helped understand what works best for their customers. Their team saw phenomenal results within the first few weeks of rolling out Statflo into their stores.
Jacqueline Olson, Customer Success Manager, Statflo, sat down with Terry Crump, President, New England Wireless to chat about how they use Statflo to get insight into their frontline activity and coach their sales staff on doing effective customer outreach.
Before rolling out Statflo at their stores, Terry had been struggling for a while to get his team excited about proactive outreach. With Statflo, he was able to convince even those who had been somewhat reluctant to make outreach to send out text messages because of the quick and simple process. His team is now able to send out multiple personalized text messages to their customers within minutes and see instant results in the form of increased customer engagement.
“On day one when we started using Statflo, I had someone reaching out to me within a few hours and saying how much easier Statflo was as compared to the previous outreach platforms our team had been using. The Chat Starters especially stood out to the team. Not having to think about how to start the conversation and just clicking on the Chat Starters to start sending out messages is just awesome. The buy-in for Statflo was instant from our team.” - Terry Crump, President, New England Wireless
The previous tools and older methods that Terry and his team used for measuring customer outreach were focussed more on quantitative data. With Statflo, they’ve been able to gain the qualitative insight into the messages being sent out by the team and the responses received from the customers to those messages.
Because Statflo takes care of the qualitative part by offering customizable chat starter templates, Terry’s team has been able to solely pay attention to sending out those messages without worrying about what to send. Proactively starting customer conversations through Statflo has helped them minimize chargebacks and target customers early on about any issues that do come up.
At New England Wireless, Terry found an innovative way to utilize the insights Statflo gives into the front-line activity. He calls this exercise ‘Statflo Reviews’ and as a part of this exercise, their managers sit down with individual associates, dive into their business texting campaigns, and analyze customer responses. This process helps the team go beyond the metrics of how many messages have been sent and talk about the responses they’ve elicited. It’s also a good way to coach the associates by talking out how the customer conversation should look like and how to get there.