DNA Oyj, Finland
Challenge:
DNA, a leading Finnish telecommunications group that provides voice, data, and TV services, was looking for a “quick and easy” remote sales solution to improve conversions and to prepare for their big launch of the year: The Hubi TV, an Android-based TV box that allows you to stream shows or movies in 4K resolution.
Solution:
Surfly’s Co-browsing made the sales representative’s job much easier as they could see exactly what their customers were seeing on the platform and collaborate with them using various interactive features. After reviewing and agreeing on an offer together, the representative could draft and upload it, while the customer e-signed it remotely. This allowed the representative to complete the entire sales cycle in one session.
Results:
The results during the trial month were astounding: a 400% increase in conversions versus the control group, ever-increasing NPS scores and a boosted team morale. Based on these results, DNA implemented Surfly’s solution company-wide for their launch of The Hubi TV.
Not only was the product launch a huge success, but after using Surfly’s Co-browsing as a remote sales solution, DNA’s agent experience scores increased, as sales teams felt more empowered to help customers.
What DNA says:
“Thanks to Surfly’s fantastic solution and Team, we were able to make the launch of Hubi a huge success. The sales rep’s really love how easy the tool is to use and it has helped them to sell more and reach their targets. Visual selling is no longer the future, it’s the present!”
Story:
When DNA needed to improve sales remotely, they decided to test Surfly’s Co-browsing solution. DNA started with Surfly’s one month trial and tested the results versus a control group. 100 DNA sales representatives were trained by Surfly in just under an hour, and were able to start selling on the same day the trial started. Since Surfly’s solution enables two-way, visual collaboration between sales representatives and customers, sales representatives found themselves completely at ease while explaining their various offers and services.
With Surfly, sales representatives were able to immediately connect on DNA’s website, and then upload an additional high quality brochure to review and agree on an offer together. Finally, the customer could e-sign the offer within the same session.
The results in a month- a 400% increase in conversions, and improved sales representative satisfaction scores.
Furthermore, post-call surveys added using Surfly’s session popup functionality indicated increased customer satisfaction scores like CSAT and NPS. In fact, the average NPS score was an incredible 9/10.
But that’s not all, DNA was able to successfully launch their new product — The Hubi TV, all thanks to Surfly’s intuitive sales representative interface and collaborative Co-browsing functionalities.
Improve sales with a visual and collaborative remote sales solution that works from day one
After registering for Surfly’s trial, our team trained DNA’s sales representatives in just under an hour. With not even a day wasted, DNA’s sales representatives started showing record breaking sales numbers that resulted in a 400% increase in conversion in a month. Furthermore, customer satisfaction scores like CSAT and NPS substantially increased.
A visual remote sales experience that allows them to easily build trust with the customer and seamlessly complete the sales cycle in one session
Surfly allowed DNA sales representatives to browse a page together with their customer in real time and communicate better via video chat. Finally, they could draft an offer, and have the customer e-sign it virtually to close the sales loop in a single session. This made the sales representatives feel empowered and improved their everyday sales experience.
A collaborative and visual purchase experience that helps them feel safe
With Surfly’s Co-browsing, customers feel in control during the ongoing sales process. Even while being remote, customers feel like they are purchasing services in-person, and feel more satisfied due to the personalization that Surfly’s Co-browsing enables.
