Increased upselling and customer satisfaction
Summary of the Assignment
Tele2 increased its upselling by over 400 percent while also reaching an all-time high in customer satisfaction.
Results
400% increase in additional sales
Industry
Telecom
Challenge
For some time, the client had been struggling with declining up-selling and low morale within its service organization. As competition intensified and customer needs evolved, significant efforts had been made to drive growth through improved customer satisfaction.
However, despite a well-designed action plan and comprehensive training programs, the expected results failed to materialize. To reinvigorate their efforts, the client decided to turn to the Behaviour Design Group and implement Organizational Behavior Management (OBM).
Strategy
The project began by defining specific, measurable goals and the desired outcome upon completion of the development initiative. The following three goals were established:
- Increased add-on sales outside of contracts
- Increased customer satisfaction
- Internal professional development in behavioral analysis leadership
A project plan was developed for the change initiative based on the four steps of the SAFE model. The focus was on identifying and promoting desired behaviors related to customer interactions, leadership training, and internal collaboration.
Results
Just a few weeks into the change initiative, the results began to show. More structured and transparent communication with customers enabled sales representatives to offer value-added services. This not only contributed to higher customer satisfaction but also led to increased sales.
As a direct result, project managers reported less friction in customer relationships and described customer meetings as both more rewarding and inspiring. Internally, collaboration between the sales and project management teams improved, and the amount of positive feedback within the organization increased significantly.
Tele2 has successfully adapted to tougher competition and changing customer demands by enhancing its internal expertise in behavioral analytics-driven leadership. In collaboration with Behavior Design Group, this has resulted in the following improvements
- Over a 400% increase in additional sales compared to previous years
- A 196% increase in desired sales behaviors within the service organization
- All-time high in measured customer satisfaction
196%
Increase in sales behavior
400%
Increased additional sales
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