Case Study
How Polkomtel Enhanced Contact Center Efficiency to Boost Close Rate by 200%
Polkomtel Sp. z o.o. is the leading telecommunication operator in Poland, providing services under Plus brand. The company is the leader of 5G technology using state-of-the-art telecommunication solutions in developing services for its customers. It is a part of the Polsat Plus Group, the biggest media and telecommunication group in Poland providing mobile, pay TV and Internet access to over 5.6 million contract customers.
The Results
By partnering with Zeta to increase contact center efficiency with real-time data, PLUS was able to improve close rate and customer service while elevating marketing performance and boosting conversions.
The Challenge
Improve Contact Center Efficiency
PLUS, a leading mobile phone network operator in Poland, was struggling to make their marketing program and contact centers more efficient. To remain competitive and hit their aggressive growth targets they needed to increase lead generation, but their existing marketing technology proved inadequate as they struggled to create a cohesive view of the customer journey and leverage real-time data for effective lead qualification.
The lack of a unified customer view posed a substantial challenge for PLUS, as it hindered their ability to understand customer behavior and preferences holistically. Often it would take the team up to two days to effectively qualify a lead and call them back, decreasing the overall close rate and causing potential customers to lose interest or seek alternatives. Recognizing the need to streamline their processes and shorten the time between lead conversion and contact, PLUS knew they needed to make a change.
The Solution
Address the Most Qualified Profiles
Through a strategic partnership with Zeta, PLUS achieved significant improvements in their contact center operations and revenue generation. By leveraging Zeta's AI-Powered Marketing Cloud, the telecom company was able to successfully identify highly qualified profiles and more effectively prioritize their incoming leads. This enabled them to target potential customers visiting their website in real time, based on their position in the path-to-purchase.
PLUS also leveraged Zeta's data and onsite interaction capabilities during the abandonment process for existing customers. The PLUS team proactively reached out to these customers, helping guide them through the purchase process. PLUS was also able to enhance their CRM system by integrating actionable insights derived from their customer data, which helped inform their outbound calling efforts. As a result, they now plan to proactively engage with customers who are approaching their renewal period.
By utilizing Zeta's robust scoring model, PLUS was able to analyze site engagement and accurately predict the likelihood of conversion in real time, leading to a 200% increase in conversion rates from their contact center. Average time to call back also decreased from days to minutes, helping to increase the volume of transactions by a staggering 300% compared to their previous processes.
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