From Chaos to Clarity: How Perch Enabled a 31% Increase in Conversion— Without Dashboards
Executive Summary:
A leading VoIP telecom provider selling $20/month phone services to SMBs was stuck in a cycle of chasing problems—inconsistent lead sources, poorly executed contact strategy, slow agent follow-ups, and mis-handled objections—without the specific insights needed to break free. Within just two months of implementing Perch, the company increased its conversion rate from 5.2% to 6.8%—a 31% jump—and decreased customer acquisition costs by 24%.
Client Background:
Initial Challenge:
Like many companies managing their entire customer journey from lead generation to retention, the client was playing constant whack-a-mole. Fixing one problem only surfaced another—sluggish contact rates, agent response delays, and pipeline mismanagement.
Despite using Amazon Connect for CCaaS and Salesforce for CRM, they lacked one thing: clear, proactive insight into what was going wrong—and how to fix it. They could not pin-point the specific root causes and solutions within their control across systems, people and processes of issues.
Challenges:
- Tele-sales teams hindered by data dispersed across various systems, including Hubspot, Microsoft Dynamics, Gong, internal databases and an in-house dialer
- Incomplete customer segmentation leading to ineffective sales strategies
- Internal teams struggled to align the marketing and sales funnels, struggling to seamlessly transition marketing-qualified leads (MQLs) into the sales pipeline.
- Sales leadership unable to understand where their process was falling apart
- No insights into performance by lead source, including contact rate, pipeline management and opportunity conversion
- Unable to track agent performance metrics (e.g., call volume, quality of interactions, talk time) on a tenured and untenured basis
- Lack of proactive alerts left sales leadership always playing catch-up
- Inability to coach agents to act on critical customer behavior cues and more aggressively manage their pipelines
- Potential for improved performance lost due to delayed reactions
The Turning Point:
The company turned to Perch to transform their fragmented data into action. Within days:
- Perch’s AI co-pilot detected a fraudulent lead source—a vendor selling the same lead to 8 buyers instead of 4—causing contact rates to plummet. Perch flagged the issue immediately. The vendor was dropped, contact rates rebounded, and conversion climbed.
- Perch identified a 56-minute average lead response delay by human agents. In a race to reach leads sold to multiple competitors, that made them last. Perch’s real-time alerting allowed leadership to intervene instantly—cutting speed-to-lead drastically.
The application uncovered missed messaging on a key objection—price. Agents failed to emphasize the company’s no-annual-contract advantage. Perch’s insight specialist caught it and automated targeted coaching. Objection handling improved. So did conversions.
Results:
Lead-to-Customer Acquisition
Opportunity Conversion Rate
Reduction in CAC
Key Features:
- Combined data from Marketing Automation, CRM, dialer, Voice Analytics, chat, and other sources into a single platform
- Provided comprehensive view of each customer interaction and agent activity on a daily basis
- Enabled visibility intoend-to-end customer journey
- AI agents analyze data to detect variances in KPIs and their root causes
- Enabled proactive problem-solving before issues escalate
- Real-time notifications on high-priority leads and key points in the customer journey
- Ensured agents followed protocol and took immediate action
Lessons Learned
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Why Perch Was the Key
This wasn’t possible with Salesforce dashboards or call logs. Only Perch:
- Connected fragmented systems (CCaaS, CRM, lead vendors, Conversational Analytics) into a single intelligence layer.
- Pinpointed root causes behind conversion leaks, objection-handling, and follow-up breakdowns.
- Provided real-time alerts, not after-the-fact summaries.
- Enabled proactive improvements that compound on one another across the funnel—lead quality, response time, agent coaching.
As the sales leader put it, “There’s never one silver bullet in this journey, but if you can get a handful of things right, the benefits compound.” Perch made those insights impossible to miss—and easy to act on, ending this game of whack-a-mole.
Ready to revolutionize your tele-sales operation?
Schedule a demo with Perch Insights today and discover how our AI-driven platform can boost your sales performance. Contact us at demo@perchinsights.com to get started.