Vyadom is an authorized Freedom Mobile dealer with 13 stores in the Greater Toronto Area. They partnered with Statflo in 2020 in order to accelerate their outreach efforts and engage customers before, during, and after COVID. Since June, they’ve achieved a 3X ROI and conversion rates as high as 3.82%.
In Telco, sales reps can interact with customers only once in two years – owing to the duration of the customer’s contact. Vyadom needed a platform to keep in touch with their customers throughout the contract and ensure that they came back to Vyadom stores for their next purchase. That’s where Statflo came into the picture.
Statflo’s Customer Success Manager Gabi Foschi had a discussion with MohammadAli Shaik, Area Manager, Vyadom on how Vyadom uses Statflo to engage with customers. Here’s what we learned from their conversation:
1. Manual campaign creation process
2. Sales reps’ buy-in for customer outreach
3. Rep accountability on outreach activity
4. Tracking GP, conversion, and performance
Statflo automates the workflows of campaign creation, customer outreach, and data reporting for Vyadom. We pull their data from their POS RQ, then clean it and segregate it into campaign lists. This eliminates the need for their reps to go back into RQ, check who purchased what, and manually assign them to a campaign. The customizable chat starter templates make it easy for reps to start customer conversations and the ROI Report simplifies the process of tracking gross profit, conversion, and performance.
The younger workforce at Vyadom is comfortable with the medium of texting. Statflo helps them leverage this channel for customer outreach without struggling to get the buy-in from their frontline employees. It was especially easier when Shaik and his team pitched Statflo as a tool for reps to make extra money and not as a task that would add to their work. Their reps love Statflo’s rapid, easy workflow and respond to 77% of customer replies within 2 hours and 90% of customer replies within one day.
Shaik and his team believe in coaching their reps and celebrating the results. Instead of only rewarding their reps when the sale completed, the team also rewards them for appointments booked through Statflo. This way, reps are motivated to get the customer into the store and put more effort into the outreach process. A step-centric approach also helped them change the tone of their messaging from hounding for sales to prompting customers to book an appointment with the rep.
Another technique that helps Vyadom to achieve such extraordinary results is the approach of setting the right standards from the very beginning. Shaik’s team emphasizes on the importance of reaching out to all the assigned accounts at the earliest. This not only establishes the end goals but also creates a culture of helping each other to respond to customers in the best possible manner. Though the text is sent by the rep to whom the conversation is assigned, the entire exercise becomes a team effort. Top Feedom Mobile stores attempt a contact rate of 100% and their top performing stores reach over 15% of customers by completing all their attempts.
1. Keep the attempt rate for all stores as close to 100% as possible
2. Have reps master the art of follow up by sending a second wave of texts, then following up with a phone call
3. More strategic Campaign selection – explore additional targeted lists like pre-order devices, retail event campaigns, holiday campaigns
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