Billpocket provides a technological solution that turns a mobile device into a point of sale that allows companies to accept payments through credit or debit cards. The company is certified by banking institutions and is allied with financial institutions such as American Express, Visa and Mastercard. In 2016, it developed a bluetooth-implemented card reader that works on any smartphone or tablet with Android or iOS operating systems.
Aligned with its growth objectives, Billpocket needed to increase sales, upgrade its contact center technology and improve the customer experience. However, it lacked clearly defined processes, and marketing and sales strategies were not synchronized or integrated. The company also did not have the right technology tools to help it automate tasks and actions or have online information to support operational and business decisions.
Billpocket obtained leads generated through digital marketing, but there was no process to ensure the correct use of these leads and their conversion to sales. The information to which they had access did not allow them to visualize and control the main productivity indicators of their operation and to know exactly the real cost of customer acquisition.
As a first step, Convertia conducted an in-depth analysis of digital marketing campaigns, operational processes, media investment and conversion to sales.
With this information, Convertia designed a transformation plan that included the design of processes and the transfer of its marketing and sales methodology to Billpocket. The new processes were implemented by customizing the Omnichannel Contact Center and Marketing & Sales platforms, managing to integrate and automate all the activities involved.
The project started in August 2019 and its duration - including the implementation of the technological platform, training and onboarding services for the adoption of the tools - took two months.
From a qualitative point of view, Billpocket was able to automate the marketing management processes and the processing of leads received in the contact center, thus achieving a significant reduction in media investment. Additionally, it gained visibility and control over KPIs focused on marketing, productivity, sales and quality throughout the entire lead lifecycle.
Lead processing capacity increased six-fold, successfully managing 85% of leads on the same day they were generated
Improved response times allowed us to increase contact with leads generated by 30%
The e-commerce area increased its sales by 200% in two months compared to the previous year
"It is remarkable how Convertia's technology platform has helped us to integrate marketing and sales funnels. This has allowed us to have greater control over all indicators, from media investment to closing sales."Manuel Zamora | COO, BILLPOCKET