During my tenure at Vaz Comercio De Aparelhos E Acessorios Telefonicos as a franchisee manager for Oi S.A., I successfully led several projects aimed at strategic and financial planning, process optimization, sales team development, and customer relationship management. ​

Strategic and Financial Planning
I played a key role in strategic and financial planning, aligning business objectives with financial goals. By analyzing market trends, identifying growth opportunities, and conducting thorough financial assessments, I developed strategies to enhance profitability and ensure sustainable growth.

Corporate Reorganization
​I spearheaded a corporate reorganization initiative, streamlining processes and optimizing organizational structures. By identifying inefficiencies, eliminating redundancies, and enhancing communication channels, I improved operational efficiency and resource utilization.

Administration of Multiple Sales Points
​I successfully administered and managed three points of sale, overseeing their operations, inventory management, and sales performance. By implementing efficient sales processes, ensuring adequate stock levels, and monitoring sales metrics, I improved overall sales performance and customer satisfaction.

HubSpot Implementation for Telecom Franchisee Customer Retention.

Overview

In the realm of a franchisee for a prominent telecom company, our mission was clear: optimize customer retention within a short timeframe. With a focus on understanding customer behavior to prevent churn, our utilization of HubSpot emerged as a transformative solution.​

Challenge

The challenge at hand lay in safeguarding customer loyalty within a constrained time frame. The existing tools provided by the telecom company were insufficient in tracking customer behavior beyond contract signing, leaving a critical gap in our strategy.

Objective

Our primary objective was two-fold: to enhance customer retention and subsequently impact commission structures for the better. Churn directly affected commissions, and this project aimed to mitigate churn's adverse effects while elevating overall customer experience.

Implementation

By harnessing the power of HubSpot, we not only tracked customer behavior post-contract but also honed in on improving seller commissions. The tool enabled a deeper understanding of the ideal customer profile, allowing the franchisee to focus efforts on those most likely to stay. This not only preserved commissions but also steered clear of customers that might harm the franchise's bottom line.

Results and Impact

• Customer Retention Enhancement
  
  • ​Reduced churn rate within a short timeframe.
    
  • Improved customer loyalty and satisfaction.
• Commission Structure Optimization:
  • Positive impact on commission earnings due to reduced churn.
  • Aligned incentives for sales teams to focus on long-term customer relationships.
• Behavior Tracking Beyond Contract Signing:
  • Provided insights into customer behavior after contract completion.
  • Enabled proactive measures to prevent early-stage churn.
• Ideal Customer Profile Identification:
  • Deeper understanding of the type of customers most likely to remain.
  • Streamlined targeting efforts for improved retention rates.
• Positive Impact on Cash Flow:
  • Increased customer retention bolstered revenue stability.
  • Enhanced franchise's financial health and sustainability.
• Long-Term Financial Impact:
  • Continued positive influence on commissions and cash flow.
  • Increased franchise's value and attractiveness to investors.
• Enhanced Stakeholder Relations:
  • Strengthened relationships with both customers and the telecom parent company.
  • Demonstrated commitment to providing exceptional service.​
• Positive Customer Feedback and Referrals:
  • Improved customer experiences led to word-of-mouth referrals.
  • Expanded customer base due to satisfied clients advocating for the franchise.

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