Atlantic Wireless, US Cellular’s largest dealer and a member of US Cellular’s Elite program, is a value-driven organization that prides itself on fostering a world-class customer experience.
In our recent interview, Brandon shared their journey and the significant impact Statflo has had on their operations including: rep performance, effectively using data across business functions, being a trusted advisor to your customers and more.
As the face of the storefront, customer sales reps have a huge impact on business success. Brandon and the team at Atlantic Wireless have utilized Statflo and its data to elevate their coaching initiatives.
“The main goal is to find out what’s working well and identify reps that are doing great things and then replicate those great things across the organization…. And then to also identify people who are struggling. It’s a huge opportunity for us to come in, re-train and coach. We use a lot of metrics to do [this].”
Utilizing information and metrics like frequency and timing of outreach, text message content and what Atlantic Wireless refers to as ‘text dumping’, Brandon and the team can easily identify examples of success to adopt holistically and work with reps who could use some extra support.
“There is a toggle timeline section of Statflo that shows the conversation back and forth between the rep and the customer. Our leaders have the opportunity to sit down with [a rep] that might have a low ROI and look at [the] content; are they asking for an appointment, are they positioning the promotion where possible, are they getting that customer to come in the store? That is our ultimate goal.”
Having opened 7 new stores earlier this year, Atlantic Wireless needed to ensure all their reps and stores were meeting their high standards as quickly as possible.
Rather than relying on customers to find them, Atlantic Wireless used the power of Statflo’s SmartLists to jump on customer outreach and get doors swinging the moment the new stores opened.
“[Statflo] is a total game changer when we assume a location because otherwise we are just relying on the customer coming through the door…. Once Statflo is plugged into the [new] location with custom lists, boom, we’ve got thousands of people that we can contact today, which is amazing.”
The benefits of this quick spin up go beyond simple store ROI by leaving a positive impression for the Carrier.
“It also looks great to the carrier because we show up and then sales go up instantly and they're like, wow, they want to do more business with us. So it’s awesome.”
Atlantic Wireless relies heavily on data from Statflo to monitor outreach rates including attempt, reach and follow up rates, rep performance and behaviors, and, most importantly, sales conversions.
“One of the main things we look at is what’s called ‘ROI to Account Attempted’. That's a metric that says ‘we’ve contacted this customer at some frequency with texting and calling, did they actually buy something in the last 30 days?’....In the past, we’ve been unable to specifically target, ‘did this prospecting effort equal a sale?’, but now we can answer that, because we’re using Statflo.”
Brandon emphasized the importance of reps providing trusted advice and getting customers into the stores.
“We’re striving to create an experience where the customer’s lifecycle with us has very intentional touchpoints, where we can interact with our customers to create loyalty and recurring business.”
For Atlantic Wireless, it’s about more than just the sale. It’s about ensuring their values of fun, integrity, respect and relentlessness shine through in every aspect of their business.
“You’ve got to be engaged. You’ve got to have the data. And you’ve got to be able to make decisions with the data. If you’re going to do that, and make the investment, it will pay off. 100%.”
Curious to learn more about Atlantic Wireless’s journey and insights? Don’t miss out—watch the full interview to see how Statflo can transform your experience too!
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Atlantic Wireless, US Cellular’s largest dealer and a member of US Cellular’s Elite program, is a value-driven organization that prides itself on fostering a world-class customer experience.
In our recent interview, Brandon shared their journey and the significant impact Statflo has had on their operations including: rep performance, effectively using data across business functions, being a trusted advisor to your customers and more.
As the face of the storefront, customer sales reps have a huge impact on business success. Brandon and the team at Atlantic Wireless have utilized Statflo and its data to elevate their coaching initiatives.
“The main goal is to find out what’s working well and identify reps that are doing great things and then replicate those great things across the organization…. And then to also identify people who are struggling. It’s a huge opportunity for us to come in, re-train and coach. We use a lot of metrics to do [this].”
Utilizing information and metrics like frequency and timing of outreach, text message content and what Atlantic Wireless refers to as ‘text dumping’, Brandon and the team can easily identify examples of success to adopt holistically and work with reps who could use some extra support.
“There is a toggle timeline section of Statflo that shows the conversation back and forth between the rep and the customer. Our leaders have the opportunity to sit down with [a rep] that might have a low ROI and look at [the] content; are they asking for an appointment, are they positioning the promotion where possible, are they getting that customer to come in the store? That is our ultimate goal.”
Having opened 7 new stores earlier this year, Atlantic Wireless needed to ensure all their reps and stores were meeting their high standards as quickly as possible.
Rather than relying on customers to find them, Atlantic Wireless used the power of Statflo’s SmartLists to jump on customer outreach and get doors swinging the moment the new stores opened.
“[Statflo] is a total game changer when we assume a location because otherwise we are just relying on the customer coming through the door…. Once Statflo is plugged into the [new] location with custom lists, boom, we’ve got thousands of people that we can contact today, which is amazing.”
The benefits of this quick spin up go beyond simple store ROI by leaving a positive impression for the Carrier.
“It also looks great to the carrier because we show up and then sales go up instantly and they're like, wow, they want to do more business with us. So it’s awesome.”
Atlantic Wireless relies heavily on data from Statflo to monitor outreach rates including attempt, reach and follow up rates, rep performance and behaviors, and, most importantly, sales conversions.
“One of the main things we look at is what’s called ‘ROI to Account Attempted’. That's a metric that says ‘we’ve contacted this customer at some frequency with texting and calling, did they actually buy something in the last 30 days?’....In the past, we’ve been unable to specifically target, ‘did this prospecting effort equal a sale?’, but now we can answer that, because we’re using Statflo.”
Brandon emphasized the importance of reps providing trusted advice and getting customers into the stores.
“We’re striving to create an experience where the customer’s lifecycle with us has very intentional touchpoints, where we can interact with our customers to create loyalty and recurring business.”
For Atlantic Wireless, it’s about more than just the sale. It’s about ensuring their values of fun, integrity, respect and relentlessness shine through in every aspect of their business.
“You’ve got to be engaged. You’ve got to have the data. And you’ve got to be able to make decisions with the data. If you’re going to do that, and make the investment, it will pay off. 100%.”
Curious to learn more about Atlantic Wireless’s journey and insights? Don’t miss out—watch the full interview to see how Statflo can transform your experience too!
