WiZink increases sales by 131% and cuts costs by 10% with Inconcert technology

Bringing agencies, channels, and data together in one sales model

WiZink worked with several intermediary agencies responsible for contacting customers and prospects. Each agency had room to organize its own activities, but the bank needed all of them to operate under common criteria. That meant much more than sharing a lead database.

The agencies needed to work on equal terms, run both their own campaigns and shared campaigns, and give WiZink traceability of every opportunity.

WiZink also lacked a complete view of the funnel and of its efforts to optimize conversion rates. It was essential to know where a lead came from, but also what happened next: which actions were taken, how the opportunity progressed, and the final outcome.

In a financial services environment, another requirement could not be overlooked: the ability to audit sales and supervise team activity with security safeguards and full traceability.

What exactly did WiZink need?

• Bring the different intermediary agencies together under the same sales model.
• Manage leads and campaigns from a shared platform.
• Maintain shared environments for global campaigns and separate spaces for each agency.
• Gain visibility across the entire funnel, from lead generation to sale, and distribute leads according to common, traceable criteria.
• Bring different channels into the sales process, including WhatsApp.
• Audit completed sales and analyze team activity.
• Access real-time information to make better decisions.
• Roll out the project in phases to minimize disruption to existing processes.

A connected sales funnel from start to finish

With those needs in mind, Inconcert worked with WiZink and its agencies to design a project that connected lead management, contact channels, sales activity, and interaction analysis.

Built on this shared foundation, each solution addressed a different part of the process while keeping information connected from the moment a lead entered the funnel through to the final sale:

1. Infunnel to keep the sales funnel under control

With Infunnel, Inconcert's CRM and marketing automation software, WiZink was able to centralize traffic and lead management across multiple channels.

Each opportunity could move through the funnel according to the rules set for its campaign, making it easier to track and assign to the right team. This brought together two stages that had previously been much more separate: marketing and sales, or the generation of opportunities and their progression through the sales process.

“We at WiZink are very grateful to Inconcert. With its omnichannel platform, we have resolved the fragmentation of our channels, and all our agencies now work under a single sales model. Inconcert has given us a fully integrated funnel, with sales and leads managed in one place and complete visibility into our data. This has enabled us to lower customer acquisition costs, and we are delighted to keep evolving our sales platform with Inconcert.”

Miguel Ángel Gamito, Sales Director at WiZink

2. Inconnect to coordinate agencies and channels in one environment

Once the funnel was connected, the next challenge was helping the agencies work together without losing their autonomy. With Inconnect, Inconcert's omnichannel contact center software, WiZink created a shared environment for three agencies to run common campaigns using consistent lead distribution criteria. Each agency also retains its own space for campaigns or requirements specific to its business.

WiZink has therefore combined an overall view of activity with the flexibility each team needs. Access, metrics, and reports can be tailored to each agency, while contact capacity is adjusted for each campaign to make better use of resources.

3. Inspeech to move from sampling sales to auditing every interaction

With the funnel and agencies connected, one key question remained: what was really happening in sales conversations? Before the project, WiZink monitored a sample of 50 sales per channel each month. With Inspeech, Inconcert's Speech Analytics solution, it can now audit every sale and identify patterns, trends, and relevant data in voice, video call, and text interactions.

This has replaced a partial view with a much more complete picture of sales activity. That is particularly valuable in financial services, where traceability strengthens oversight and helps identify opportunities for improvement sooner.

4. WhatsApp to expand conversational capacity

The project also brought WhatsApp Business Platform into the same sales model. Teams can now manage several conversations at once, moving from serving one customer at a time to handling up to seven simultaneously.

The channel has also helped improve first response and average response times. More importantly, WhatsApp no longer works in isolation: it is now part of the same environment that connects leads, campaigns, teams, and data.

Results: more sales, greater capacity, and better control of the funnel

With the entire model connected, results began to emerge on several fronts at once. WiZink increased its capacity to manage activity while also improving sales, productivity, and costs. The project's main indicators show the impact clearly:

• Sales increased by 131% with an integrated funnel and agencies working in closer coordination.
• Productivity grew by 35.8% as teams simplified their work and made better use of their time.
• The model also performs better during peaks in demand: interactions handled per day rose by 157.3%, while inquiries handled during peak hours increased by 26.3%.
• The project cut costs by 10% and also reduced customer acquisition costs.
• Faster engagement with high-intent leads: WiZink now responds to 90% of hot leads in under 60 seconds and has improved its click-to-talk/chat rate by 11%.

A shared model for continued growth

WiZink has connected agencies, leads, sales, and data within a single sales model. This shared view gives the bank greater control over the funnel and the ability to follow each opportunity from start to finish. The joint project was recognized with the Platinum Contact Center Award for Best IT Project in Customer Engagement.

With Infunnel, Inconnect, and Inspeech, the agencies have been able to manage more activity while WiZink has gained visibility and traceability across the process. The project continues to evolve. As the WiZink team explains, the aim is to keep developing its sales process with AI sales agents from Inagent, using a shared technology foundation that can deliver greater efficiency and capacity as needs change.