Verisure UK surpasses 90% contactability and increases interaction with potential customers by 500% thanks to Inconcert’s technology

Scaling without losing efficiency or CX customization

Verisure UK, a leading security systems company at the global level, was managing large volumes of leads in its customer acquisition strategy in the United Kingdom and Ireland, but the contact center software they were using couldn’t keep up with the pace or complexity of their sales campaigns.

Response times were growing too long, integrations were difficult and operating teams were limited in terms of prioritizing contacts or adapting processes with business intelligence.

What did they need?

• An agile, flexible contact center software that could help them better prioritize and quickly contact every potential customer.
• A solution that could grow with them: easy to scale, adaptable and constantly evolving.
• To be able to reduce costs without this affecting the quality of service.
• And, above all, to offer each lead a seamless, friendly experience that was as customized as possible.

Inconnect, Inconcert’s omnichannel contact center software

Verisure UK implemented Inconnect, our cloud-based contact center platform, and in a matter of weeks started to see the positive impact on its sales results. The solution was centered on three fundamental aspects:

1. Centralized operations, faster responses

Thanks to the unified management of all their customer acquisition channels and smart routing of calls offered by Inconnect, today 95% of new leads receive a first attempt at contact in less than 60 seconds. Plus, the team can automatically identify the lead’s characteristics and direct each case to the most appropriate area from that first attempt.

2. Customization at scale

The platform allows clients to design highly segmented campaigns and adapt messages depending on the channel. This translates into more relevant interactions, a higher conversion rate and a much more consistent, seamless experience for the potential customer.

3. Complication-free integration

The solution was implemented in phases, integrating Inconnect with key business software like their CRM, lead management system and databases. Today, the entire ecosystem works in a connected fashion, which allows them to make quick, well-informed decisions.

A more agile, efficient sales model that’s ready for the future

Centralizing channels, automating processes and having a flexible, cloud-based solution like Inconnect that customizes each experience has marked a turning point for Verisure UK. Thanks to this solution, they have completely transformed their operations, incorporating clear, measurable improvements that are sustainable over time. These are their results:

• Today, 95% of new leads receive a first attempt at contact in under a minute. This accelerates the entire sales cycle, improves the potential customer’s experience and makes conversions skyrocket.
• Their acquisition cost has decreased by 5%, achieving the lowest CPA of all the group’s regions.
• Contactability is over 90%, thanks to smarter lead management and automatic routing.
• Campaigns are optimized in real time, with advanced segmentation and on-the-fly adjustments.
• The human team also sees the improvement: the unified inbox and the platform’s interface are intuitive, which is of great help in a high-intensity operational environment.
• And the best part: the system grows with the business. They can scale up without friction, without waiting or the need for complex development.

And what’s more, beyond the numbers, Verisure UK has gained independence, agility and control over its customer experience. Today they have a more efficient, more profitable sales model that’s better prepared to face any new challenge that comes their way.