Fortune 500 Telecom Provider Catalyzes Growth Through SMB Fiber Adoption, Retention, and Wireless Expansion
WHAT WE DO
Inside Sales
Customer Retention
Customer Growth
INDUSTRY
Telecom
RESULTS
106% Attainment of New Monthly Recurring Revenue (MRR) Targets
127% Attainment of Retention MRR Targets
Vendor of the Year 4 Out of 5 Years
Fiber Investment Outpaced Sales Capacity
Following a significant expansion of its fiber network, a leading global telecommunications provider faced a critical challenge: how to turn its investment into revenue growth. It needed to accelerate adoption of its newly available services among its existing small and medium-sized business (SMB) customer base while retaining those customers and maximizing revenue from this critical segment.
The challenge extended beyond upselling SMB customers on the new fiber services. Thousands of its existing SMB accounts were also eligible for fiber migration, higher-speed connectivity solutions, wireless upgrades, and contract renewals, a significant revenue opportunity. The client, however, lacked the resources to deploy the calculated, involved resources needed to capture it.
Operating within a competitive, multi-vendor environment, the client needed a partner to proactively identify customer needs, deploy a dedicated retention team, and unearth new revenue opportunities.
A long-standing MarketSource partner, the client engaged us to deliver a dedicated sales strategy focused on increasing fiber adoption, protecting recurring revenue, and expanding customer lifetime value across its SMB segment.
CHALLENGES
Lagging adoption of newly deployed fiber services
Stagnant monthly recurring revenue (MRR) growth
Limited penetration of higher-speed connectivity and wireless solutions
Customer erosion
106%
of monthly new wireline recurring revenue targets and 127% of revenue retention goals achieved.
KEYS TO SUCCESS
Deep telecom industry expertise
Embedded technical sales consultants
Dedicated retention team
Seamless customer experience
Dedicated Technical + Sales Teams Maximize Revenue Growth and Customer Retention
By combining technical telecom expertise and consultative selling practices, we enabled the client to maximize value from its SMB customer base while advancing this segment’s adoption of new services.
MarketSource deployed a dedicated, telecom-specialized sales team focused exclusively on the client’s SMB customer base. Through outbound calling and email campaigns, our account managers conducted consultative conversations designed to uncover evolving business needs and recommend suitable fiber migration and speed upgrades. For more complex customer requirements, our embedded technical experts provided guidance, helping customers confidently adopt new services closely aligned to their business objectives.
Beyond driving new sales opportunities, MarketSource managed retention initiatives that protected recurring revenue while strengthening long-term customer relationships. We also provided order fulfillment and activation support, creating a seamless customer experience from initial engagement to implementation.
Real-World Results
106% Attainment of New Monthly Recurring Revenue (MRR) Targets
127% Attainment of Retention MRR Targets
Vendor of the Year 4 Out of 5 Years
Over a 5-year engagement, MarketSource helped our client accelerate fiber adoption, expand wireless penetration, strengthen customer retention, and consistently exceed revenue objectives, earning recognition as the program’s top-performing vendor and trusted growth partner.
Our team achieved 106% of monthly new wireline recurring revenue targets and 127% of revenue retention goals. The results established MarketSource as the client’s most trusted growth partner, responsible for managing more than half of all its outsourced program volume. Most notably, our team earned Vendor of the Year recognition for 4 out of 5 years, while consistently outperforming competing suppliers across key performance metrics.