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Case Study

Reduced 20% customer acquisition cost

Leveraging telSpiel voice expertise American express optimized their lead generation cost effectively

5 million+
monthly OBD processed
30%
attempt to success ratio
20%
reduction in CAC

Company

American Express

Website

www.americanexpress.com

Headquarters

New York, United States

Industry

BFSI

Products Used

Voice

About American Express

American Express is a global services company, providing customers with exceptional access to products, insights and experiences that enrich lives and build business success. Each day, American Express makes it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services. An engine of commerce, American Express provides innovative payment, travel and expense management solutions for individuals and businesses of all sizes.

Business Requirement

American express inclines to grow its India business for various credit cards offerings, in the process of the same they are looking to leverage voice channel for new customer acquisition. The campaign being promotional in nature should run only from PRI (140 Series). Campaign optimization perspective, they want us to follow certain predefined parameters for this OBD campaigns to make it a successful run and proven ROI.

There should be predefined keys assigned to capture DTMF responses of the potential which is supposed to be used for analytics and results of the campaign. They also need a detailed region-wise log report on the user interface itself.

Solution

telSpiel has provided a dedicated OBD infrastructure to fulfill the OBD requirement defined by AMEX. At the backend a capacity of 25000 PRI channels assigned to fulfill the scalability, smooth run and enabled retiral mechanism to get the maximum delivery percentage during the campaign. The interactive voice broadcasting platform is based on the latest technology and is capable of handling huge traffic. A workflow was configured to capture the DTMF responses.

A state-of-the-art user interface was provided to access the OBD logs and analytics of the campaign.

Testimonial

Client Testimonials

I am delighted to share my positive experience with TelSpiel. Our company has been using their SMS services for close to an year, and the results have been outstanding. From the beginning, TelSpiel impressed us with their user-friendly platform. The integration process was seamless, allowing us to quickly implement SMS communication into our operations. Their dashboard is intuitive and provides comprehensive analytics that has greatly enhanced our ability to track and optimize our messaging campaigns. One of the standout features of TelSpiel is their exceptional delivery rates. We have consistently seen high engagement and timely delivery of our messages, which has been crucial for our customer notifications and marketing campaigns. Their support team has also been top-notch-responsive, knowledgeable, and always ready to assist with any inquiries or technical issues.

Manjunath M

Design Engineer - Stellapps

I lead marketing at UBQ Technologies, where we specialize in innovative tech solutions. We needed a reliable SMS and WhatsApp service to enhance customer interactions, and Telspiel delivered exactly that. Their integrated messaging platform offers superior delivery rates and exceptional support, significantly improving our communication efficiency. Compared with previous providers, Telspiel stands out for their responsiveness and consistent performance. Our engagement rates have soared, resulting in increased customer satisfaction and better business outcomes. Partnering with Telspiel has truly transformed our approach to customer communications, and we look forward to our continued collaboration.

Mohit Saharan

Marketing Manager - Medics

telspiel has been a trusted SMS partner for Bewakoof for the past four years, and our experience with their team has been nothing short of exceptional. Their consistent support has ensured the smooth functioning of our SMS channel, which plays a crucial role in our communication strategy. What truly sets telspiel apart is their commitment to delivering timely reports that allow for detailed analysis, helping us optimize campaigns effectively. Additionally, their prompt resolution of any issues has been instrumental in maintaining the reliability of this channel. We deeply value our partnership with telSpiel and look forward to many more years of collaboration!

Shruti Wasulkar

Senior Marketing Manager - Bewakoof

We are using telSpiel SMS service for almost 2 Years. Very Happy to be partnered with such a brand that adheres to its commitments. ZERO DOWNTIME, more than that 98% SMS Delivery. The best part is their customer support team, which provides support within minutes anytime.

Dominic Carvalho

Command Center Customer Service - Haier

At Vakilsearch, we sought a reliable and intelligent communication solution to enhance our customer interactions. telSpiel provided exactly what we needed with seamless integration, communication insights, and improved response efficiency. From the moment we onboarded, telSpiel streamlined our workflows, reduced manual effort, and helped us gain valuable insights from our customer conversations. Compared to other solutions we’ve used, the ease of use and automation capabilities of telSpiel truly stand out. It has become an essential tool for our team, and we highly recommend it to any business looking to optimise their customer communications Arjun and the telSpiel team ensured we got the right solution, and their commitment to our success is appreciable.

Dr Punit Sar

Head Marketing & Growth - Vakilsearch

We needed a robust CPaaS solution to set up a highly efficient lead-nurturing system and increase our conversions. telSpiel's platform provided the perfect solution, helping us to develop a dynamic messaging workflow that didn't require a lot of time and effort to run. As a result, we were able to scale up the campaigns and witnessed better conversion. Previously, we were struggling with complex systems that required specialists to run and we also struggled with delivery bottlenecks. The user-friendly interface of telSpiel's platform has made it easy for our team to manage campaigns and track performance without needing extensive technical expertise. Since implementing telSpiel, we’ve seen a significant streamlining of our communication processes and improved efficiency in customer engagement. We highly recommend telSpiel.

Devi Prasanna

DVP Digital Marketing & Communication - Loantap

At QI Spine, we have been using telSpiel CPaaS services for some time now, and we couldn’t be happier with the results. Their platform has provided us with a reliable and seamless way to engage with our clients, whether it's for appointment reminders, special offers, or important updates. telSpiel SMS solutions have helped us strengthen our communication with clients, ensuring they never miss an important message and improving overall customer satisfaction. This has not only streamlined our operations but also contributed to better retention and engagement, ultimately boosting our business. The ease of integration with our CRM system and the timely delivery of messages have made a significant difference in our daily workflow. Thanks to telSpiel, we can reach our clients efficiently and keep them informed, which has played a crucial role in growing QI Spine's success. We highly recommend telSpiel to any business looking for reliable, cost-effective, and impactful CPaaS solutions!

Tirth Agravat

Campaign Manager – QI Spine

To ensure consumer & Trade partners delight, our goal was to establish seamless, personalized communication with our customers and distribution partners across various messaging platforms. While industry leaders charged exorbitant fees, telSpiel provided customized solution that met all our needs on time and at a highly competitive cost. Post introduction of the WhatsApp chatbot our contact Centre inbound call load has been reduced significantly & so is the operation cost. Our partnership has been exceptional, and we look forward to continuing this successful collaboration in the future.

Bhupender Sharma

Service Head-Groupe SEB India

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