Case Study: Telecommunications

Case Study

This telecommunications referral program tapped the power of non-sales associates. In its first year, the initiative generated more than $62 million in new revenue.

Results

  • In a single year, the program generated more than $62 million in new revenue directly from referrals.
  • The program is currently approaching $300 million in new revenue after 6 years.

This telecommunications company was looking for new approaches to increase its revenue. The company offers multiple lines of products such as landlines, DSL, wireless service and high-speed internet.

Issues

The company wanted to:

  • Increase revenue
  • Leverage its employees to focus on new revenue opportunities

Solution

  • BI helped this company look to its service technicians for answers to its revenue goals.
  • The BI team developed a referral program. Each day the company’s technicians interact with customers. With the new program, techs are trained on how to ask the customers if they need other services and if so, the techs then submit referrals through a lead-generation system via their hand-held devices.
  • Inside call center sales reps follow up on the lead and contact the customer. If a sale is made, the service technician earns award points based on the revenue generated.
  • In addition to the on-going referral component, BI develops short-term sales promotions throughout the year to put focus on specific products.