Customer Spotlight: Jump.ca - Enhancing Customer Retention and Rep Performance with Statflo
We sat down with Wes Filson, Director of Retail Sales and Operations at Jump.ca, to discuss how his team has utilized Statflo to improve customer retention, motivate reps to complete more outreach, and grow their sales.
As a leading SaskTel Authorized Dealer, Jump.ca has always prioritized building strong relationships with its customers. In an industry where customer choices are abundant, it is critical to maintain these relationships. To achieve this, Jump.ca turned to Statflo to facilitate personalized, proactive communication.
In our recent interview, Wes shared Jump.ca's journey and the significant impact Statflo has had on their operations including customer retention, rep motivation and maintaining a competitive advantage in a saturated field.
Improving Customer Retention
The telecommunications space is heavily saturated, and customers are keen to follow discounts and convenience over sticking with one brand. Jump.ca recognized the need to prevent customers from seeking services elsewhere and understood that traditional advertising methods were insufficient in cutting through the noise. Implementing Statflo allowed them to engage customers directly, leading to improved retention rates.
“Before we started using Statflo, our retention rates were underwater. When we started sending those messages and making those phone calls, we saw an immediate impact on customers coming back to buy with us… There is a direct correlation between money in our pockets and the outreaches that we've made to our customers. And just from a pure retention standpoint, we’ve been able to increase our overall retention by 15 points since we started using Statflo, and that's on a consistent basis.”
This proactive approach brought customers back and increased overall upgrades.
“Not only did we see an impact on customers coming back to buy with us, overall upgrades went up in general… We've really found a lot of different opportunities with Statflo to send personalized messages to the customer that ensure they can come back to us, creating that retention.”
Establishing a loyal customer relationship requires trust and personalization. The team at Jump.ca makes it their mission for reps to understand their moral obligation to help their customers. Outreach is meant to form relationships, not push sales.
“The real goal is to create that experience that's worth revisiting. And so when we call, there's always an opportunity for a discount that we can provide or a rate plan change that we can make that can make their lives a little bit easier or just the understanding of where they're at for their bills."
Impacting Revenue by Motivating Reps
Customer outreach is a powerful sales and marketing tool, but sometimes reps need additional motivation to accomplish those outreach goals, especially during busy months. Jump.ca developed a method to gamify their reps’ outreach efforts and inspire some friendly competition.
“We came up with a process called the Statflo Sprint. The idea is that the first person to or first ten people to achieve a certain mark in calls reached, or maybe it's text sent, get an incentive, whether it’s, you know, fifty bucks or a hundred bucks. And staff, they wanna win. Staff are born to win.”
By implementing the ‘Statflo Sprint’ program, Jump.ca saw record breaking metrics across the board.
“We ended up setting a record for the most number of calls in November of 2023 despite being the busiest that we'd ever had been. We ended up setting a record for market share. We ended up setting a record for phones sold. It was the greatest month that we ever had.”
Motivating reps and improving store traffic has greatly impacted revenue.
“There's months where 40-50% of our sales are a result of our Statflo outreach.”
Wes discusses how the greatest impact of this program wasn’t just an increase in rep motivation — it also extended to overall store traffic, rep productivity, as well as customer and rep happiness.
“As staff understand, it is a means to drive traffic. And the other piece to this is that it's our retail team that's doing it. It's our retail team using their downtime in the stores…When we got Statflo, we empowered them to move customers forward and make their own way. And when you incentivize it, you gamify it, it only just creates this amazing synergy within the team and it yields these great results.”
Maintaining a Competitive Advantage
In a market saturated with options, providing a personalized and proactive customer experience is key to differentiation. Statflo has enabled Jump.ca to establish and maintain these vital connections.
“Every minute you're not practicing, somebody else is, and you're losing. And I think of that when I think of companies that are not using Statflo versus those that are. For companies who aren't using Statflo, there's another company that is using Statflo, and they're using it to keep their customers and ensure that there's an iron grip around them. What are you gonna be doing to make sure that you are increasing that retention? Because those customers are gonna be lost to those other dealers who are gonna maintain those customers at a much higher rate than you are. And so, you will be losing money, you'll be losing retention, and you'll be wondering what's going on. I cannot emphasize enough. You need to get Statflo in order to ensure that your retention, your market share, your revenue, your quality of sale, employee retention, all go up.”
Curious to learn more about Jump.ca’s journey and insights? Don’t miss out—watch the full interview to see how Statflo can transform your experience too!
Watch the interview below for more details
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We sat down with Wes Filson, Director of Retail Sales and Operations at Jump.ca, to discuss how his team has utilized Statflo to improve customer retention, motivate reps to complete more outreach, and grow their sales.
As a leading SaskTel Authorized Dealer, Jump.ca has always prioritized building strong relationships with its customers. In an industry where customer choices are abundant, it is critical to maintain these relationships. To achieve this, Jump.ca turned to Statflo to facilitate personalized, proactive communication.
In our recent interview, Wes shared Jump.ca's journey and the significant impact Statflo has had on their operations including customer retention, rep motivation and maintaining a competitive advantage in a saturated field.
Improving Customer Retention
The telecommunications space is heavily saturated, and customers are keen to follow discounts and convenience over sticking with one brand. Jump.ca recognized the need to prevent customers from seeking services elsewhere and understood that traditional advertising methods were insufficient in cutting through the noise. Implementing Statflo allowed them to engage customers directly, leading to improved retention rates.
“Before we started using Statflo, our retention rates were underwater. When we started sending those messages and making those phone calls, we saw an immediate impact on customers coming back to buy with us… There is a direct correlation between money in our pockets and the outreaches that we've made to our customers. And just from a pure retention standpoint, we’ve been able to increase our overall retention by 15 points since we started using Statflo, and that's on a consistent basis.”
This proactive approach brought customers back and increased overall upgrades.
“Not only did we see an impact on customers coming back to buy with us, overall upgrades went up in general… We've really found a lot of different opportunities with Statflo to send personalized messages to the customer that ensure they can come back to us, creating that retention.”
Establishing a loyal customer relationship requires trust and personalization. The team at Jump.ca makes it their mission for reps to understand their moral obligation to help their customers. Outreach is meant to form relationships, not push sales.
“The real goal is to create that experience that's worth revisiting. And so when we call, there's always an opportunity for a discount that we can provide or a rate plan change that we can make that can make their lives a little bit easier or just the understanding of where they're at for their bills."
Impacting Revenue by Motivating Reps
Customer outreach is a powerful sales and marketing tool, but sometimes reps need additional motivation to accomplish those outreach goals, especially during busy months. Jump.ca developed a method to gamify their reps’ outreach efforts and inspire some friendly competition.
“We came up with a process called the Statflo Sprint. The idea is that the first person to or first ten people to achieve a certain mark in calls reached, or maybe it's text sent, get an incentive, whether it’s, you know, fifty bucks or a hundred bucks. And staff, they wanna win. Staff are born to win.”
By implementing the ‘Statflo Sprint’ program, Jump.ca saw record breaking metrics across the board.
“We ended up setting a record for the most number of calls in November of 2023 despite being the busiest that we'd ever had been. We ended up setting a record for market share. We ended up setting a record for phones sold. It was the greatest month that we ever had.”
Motivating reps and improving store traffic has greatly impacted revenue.
“There's months where 40-50% of our sales are a result of our Statflo outreach.”
Wes discusses how the greatest impact of this program wasn’t just an increase in rep motivation — it also extended to overall store traffic, rep productivity, as well as customer and rep happiness.
“As staff understand, it is a means to drive traffic. And the other piece to this is that it's our retail team that's doing it. It's our retail team using their downtime in the stores…When we got Statflo, we empowered them to move customers forward and make their own way. And when you incentivize it, you gamify it, it only just creates this amazing synergy within the team and it yields these great results.”
Maintaining a Competitive Advantage
In a market saturated with options, providing a personalized and proactive customer experience is key to differentiation. Statflo has enabled Jump.ca to establish and maintain these vital connections.
“Every minute you're not practicing, somebody else is, and you're losing. And I think of that when I think of companies that are not using Statflo versus those that are. For companies who aren't using Statflo, there's another company that is using Statflo, and they're using it to keep their customers and ensure that there's an iron grip around them. What are you gonna be doing to make sure that you are increasing that retention? Because those customers are gonna be lost to those other dealers who are gonna maintain those customers at a much higher rate than you are. And so, you will be losing money, you'll be losing retention, and you'll be wondering what's going on. I cannot emphasize enough. You need to get Statflo in order to ensure that your retention, your market share, your revenue, your quality of sale, employee retention, all go up.”
Curious to learn more about Jump.ca’s journey and insights? Don’t miss out—watch the full interview to see how Statflo can transform your experience too!
