Challenge
ESB, a major Irish utility provider, aimed to expand its customer base in the UK. Relying on outbound calls through multiple call centres and outsourced partners was increasing costs, compliance risks, and limiting growth. ESB needed a way to develop new sales channels while ensuring full auditability, regulatory compliance, and seamless integration with existing billing and CRM systems.
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Solution
Equator partnered with ESB to deliver Sales Navigator, a fully managed omni-channel sales platform designed to support compliant, low-cost customer acquisition across multiple touchpoints. The solution integrated people, channels, and systems into a single, auditable sale.
- Implemented a fully managed Sales Navigator platform
- Enabled telephony, face-to-face, customer, and digital sales portals
- Introduced digital verification to ensure compliant sales routes
- Configured multiple user roles and hierarchies for internal teams and partners
- Integrated seamlessly with ESB’s billing systems, CRM, and third-party tariff services
- Delivered a secure, hosted environment designed for scale and flexibility
Results
Enabled new sales channels including face-to-face acquisition
Allowed customers to move seamlessly between channels during the sales journey
Reduced reliance on outbound calling
Achieved a 30% reduction in the need for outbound calls
Outcome
ESB now operates an integrated, compliant omni-channel sales model that supports UK expansion at lower cost and risk. Sales Navigator provides a scalable foundation for growth, enabling ESB to reach more customers, increase sales conversions, and reduce cost per acquisition while maintaining full regulatory confidence.