Case Study: a leading american mobile network boosts net sales and ARPU with Lightico

Leading Mobile Operator Increases ARPU and Boosts Net Sales with Lightico

A leading American mobile network, handling over 200,000 calls per month, was struggling with low conversion rates and high post-purchase cancellations. Their agents found it difficult to verbally explain complex device and plan options, leading to customer confusion and abandoned sales journeys. To address this, they turned to Lightico to implement its digital customer interaction solution to boost efficiencies and improve the customer experience.

Lightico empowered the telco's agents to complete full sales in real-time through the customer’s mobile phone. The solution enabled the visual sharing of devices and order summaries, along with collecting eSignatures and payments during the call. By implementing Lightico, the mobile network achieved a 22% higher rate of net sales, a 33% lower post-purchase cancellation rate, and a 15% increase in Net Promoter Score, all within a month.