A global payments firm partnered with Huntswood and ResultsCX to deliver a large-scale sales operation across EMEA and US markets. The objective was to drive revenue growth, improve outreach efficiency, and add value through innovative servicing campaigns.
The Challenge:
The client needed to:
- Rapidly scale operations to meet ambitious growth targets.
- Support multilingual campaigns across diverse markets.
- Improve connect rates and optimise outreach using data-driven insights.
- Introduce new servicing steps to enhance merchant engagement and post-sale value.
Our Solution:
Huntswood and ResultsCX implemented a robust, analytics-led approach:
- FTE expansion: scaled the team by a factor of 200 to 235 FTEs within eight weeks to support growth goals.
- Multilingual capability: delivered campaigns in 13 languages, including English, German, French, Italian, Spanish, Dutch, and others.
- Advanced analytics: optimised outreach using analytics tools, achieving a 25% connect rate and exceeding 200% of target across all campaigns.
- Revenue growth: launched seven new campaigns in 2023 across six markets, generating c.£25m annual revenue, with projections to double in 2024/25.
- Value-added innovation: introduced servicing steps to engage merchants post-sale, ensuring optimal use of products and creating opportunities for upselling.
The Results:
- 235 FTEs deployed to deliver global campaigns.
- 25% connect rate, significantly above industry benchmarks.
- c.£25m annual revenue, with strong growth trajectory.
- Enhanced merchant engagement and improved customer experience through innovative servicing.