4L Communications is a fast-growing authorized Telus dealer with 12 stores spread across Manitoba and 3 stores located in Alberta. Started 21 years ago under the former MTS brand, they transitioned to Telus in 2017. After the transition took place, leadership at 4L realized there was a need to engage customers proactively given that inbound store traffic started to slow. That is how their journey with Statflo began.

“Statflo is one of the key partners at 4L. The engagement and support that we have had from them as a partner has been the best so far. The platform has helped us actively engage our customer base while driving loyalty and reducing churn. And that has organically increased sales.” - Lars Koop, COO of 4L Communications

Statflo’s Customer Success Manager Janique Renaud sat down for a virtual chat with Lars Koop, COO of 4L Communications, about how they used Statflo to increase conversions through personalized conversations with customers.

4L’s biggest victories since partnering with Statflo

1. With Statflo, 4L’s sales reps started interacting a lot more frequently and personally with their customers.
2. Statflo helped 4L to ensure customer satisfaction
3. Using Statflo, 4L sales reps could build ongoing relationships with their customers beyond in-store visits

How 4L used Statflo during the COVID-19 Pandemic

During the peak of Covid-19 in Canada, Lars and his team put almost all of their sales efforts on hold. They explained to sales reps  that it was time to put their customers first and be there for them throughout the pandemic. Using Statflo, they reached out to customers just to check in and inquire about their well-being. What they observed after this exercise was surprising in a good way - average customer response rates in April and May reached 45%, a 15% improvement compared to their average response rate from previous periods.

Why 4L sees the Statflo approach becoming a norm moving forward

With the ever-increasing online purchasing options, foot traffic to brick-and-mortar stores, and inbound sales expectations will continue to show a downward trend. This will only make things more difficult for in-store sales reps to do their jobs effectively. Statflo-powered conversations will help the frontline staff to drive sales through conversations even when the customer is not physically present in the store.

Where 4L benefited the most from the use of Statflo

Statflo enables dealers to put the onus of in-store sales on front-line sales reps by equipping them to engage customers using a messaging platform and a data-driven approach to campaigns. In other words, it gives sales reps the responsibility of proactively reaching out to customers with a targeted offer and ultimately generate a sale. This approach of initiating conversations and building relationships with customers benefits 4L on three fronts – a new understanding for customer expectations, an increase in sales, and an unprecedented level of insight into sales reps' activity.

How 4L ensured a smooth adoption of Statflo in their sales culture

According to Lars, developing acceptance among the team for any new tool initially takes some convincing and heavy lifting. Lars describes it like a fly-wheel – you have to put pressure to get it going initially but then once it gathers momentum, it keeps itself going. Similarly, he and his team got their sales reps to adopt Statflo by showing them the value of the tool backed by their own success stories and results. By celebrating those small wins and putting Statflo-centred KPIs in place for the sales reps, Lars further made the adoption seamless for the 4L team.