The Company
Vodafone is a global telecommunications company which presents a wide range of services that are distinctive across markets. Vodafone Portugal is a leader in innovation and customer satisfaction, with a nationwide network coverage connecting 3.7 million homes and businesses as well as 4.5 million customers with its mobile network.
The Challenge
With the increase in customer expectations, Vodafone Portugal was facing challenges in achieving desirable response rates and ensuring a positive customer experience. In addition, the impossibility to identify the caller’s identity when it comes to Vodafone’s outbound calls was creating frustration for customers and represented a missed opportunity for clear brand identification.
As a consequence, Vodafone Portugal was searching for ways to deliver exceptional service experiences and digitalize its outbound call journey.
The Solution
By implementing PicUP’s AI-based campaign optimization platform, Vodafone Portugal was able to enhance its customer experience by delivering visually optimized and branded calls with digital and personalized messages. Vodafone leveraged the new digital outbound call experience to drive more effective upselling and cross-selling campaigns.
The main results
Using PicUP, Vodafone Portugal saw strong improvements to its KPIs in its upselling and cross-selling campaigns. Overall, customers were more likely to answer the phone when they were presented with the digitalized experience from PicUP, they were more likely to be available to talk with the call agent, and they were much more likely to buy from Vodafone through PicUP’s digital journeys.
In particular, upselling campaigns saw a staggering 43% increase in sales, and cross-selling campaigns saw an even more impressive 67% increase in sales. Further results of Vodafone Portugal and PicUP’s impactful collaboration, including increases to answer rate and availability, are shown below.
PicUP’s technology creates a new digital experience for our customers, and helps us improve customer (and agent) satisfaction, and most importantly, working with PicUP helps us significantly increase our outbound sales.
Ana Margarida Martina, Telemarketing Manager at Vodafone Portugal
About PicUP
In comparison to the digital sales channel, and the physical channel, the incoming phone call experience is an intrusive and outdated experience for consumers. PicUP is an AI-based visualization, optimization, and personalization platform for outbound calls. PicUP’s unique patented technology enables contact-centers to dramatically increase sales, be more efficient, gain higher trust, keep their branding, values, look and feel, and improve overall CX. How? We add a personalized digital layer to outbound calls and connect digital channels to the phone call interface of the recipients. By empowering human callers with digital abilities, PicUP helps businesses to create phone calls that combine the best of both voice and visual worlds. The result is a communication experience we humans are just wired to enjoy.
About Match-Maker Ventures
Match-Maker Ventures (MMV) drives tangible business impact by matching the innovation power of high-growth tech companies with the assets of large corporates. Their thoroughly vetted portfolio scaleups have proven their value through 100+ impactful collaborations across 50+ countries in telecom and beyond. Their global network of 100+ senior industry experts enables them to identify the best-fitting solutions for the dynamic needs of organizations, creating “perfect matches” by leveraging their network’s combined industry expertise. Through a thorough match-making process, MMV ensures the right partners collaborate in the right way at the right time.