Integrated Service Solutions

Start with the growth problem. Build from there.

Explore four Integrated Service Solutions built around a clear commercial outcome, from finding the blockage to acquiring, converting and retaining customers.

Explore Solutions Get Assessment

Identify Growth Blockers

Growth Diagnostic

See where growth is getting stuck and what your team should tackle first. We review the commercial picture across your website, CRM, customer engagement and available data, then turn the findings into a clear growth roadmap.

Outcome: Know what to fix first.

Explore Growth Diagnostic

Solution Scope

Commercial audit
Find where pricing, channel spend, conversion or ownership is leaking revenue before committing more budget.
Commercial audit includes

Review pricing and offers

Map channel spend

Check conversion points

Clarify commercial ownership
Proven Market Result

Nigeria

20× app traffic

Jiji unified its attribution so the team could stop weak campaigns and scale stronger ones. Reported daily installs rose from 7,000 to 22,000.

Improvement benchmark

30% greater revenue growth

Organisations with advanced marketing and sales capabilities have reported 30% greater revenue growth than their sector averages.
Website review
Remove the speed, navigation, form and mobile-experience problems that stop visitors from taking action.
Website review includes

Test mobile journeys

Review page speed

Check navigation paths

Inspect forms and CTAs
Proven Market Result

Nigeria

63% less data on first load

Konga’s progressive web app used 63% less data on first load and 84% less data through the first transaction.

Improvement benchmark

0.1 seconds faster · 8.4% more conversions

A 0.1-second faster mobile experience has been linked to 8.4% more retail conversions and 9.2% higher order value.
CRM review
Clean up customer data, lead stages, routing and ownership so valuable opportunities do not disappear between teams.
CRM review includes

Audit data quality

Review pipeline stages

Check routing rules

Confirm record ownership
Proven Market Result

Kenya

10% to 40% merchant activity

Kopo Kopo improved targeting, incentives and onboarding tracking. Its 30-day merchant activity rate rose from 10% to 40%.

Improvement benchmark

Nearly 7× more likely to qualify

Leads contacted within one hour were nearly seven times more likely to qualify than leads left for another hour.
Customer engagement review
Make every message timely, useful and connected to the action the customer needs to complete next.
Customer engagement review includes

Map customer touchpoints

Review message timing

Check channel consistency

Identify engagement gaps
Proven Market Result

Ghana

+6.3 percentage points in monthly use

Ten weekly voice messages increased monthly mobile-banking use by 6.3 percentage points across 15,000 OISL clients. The gain remained 1.3 points higher five months later.

Improvement benchmark

50% more sales or revenue · 63% lower attrition

Top-performing engagement teams recorded a 50% sales or revenue advantage and 63% lower customer attrition than lower performers.
Data opportunity scan
Combine customer, transaction, service and field data to identify the opportunities most likely to improve commercial performance.
Data opportunity scan includes

Inventory available data

Connect key data sources

Review customer segments

Identify usable signals
Proven Market Result

Tanzania

8.6 versus no more than 4 refills a year

KopaGas used smart-meter data to replace empty cylinders within one day and achieve 8.6 refills per cylinder annually, against an industry average no higher than four.

Improvement benchmark

23× acquisition outperformance · Nearly 19× profitability

Intensive customer-analytics users were 23 times more likely to outperform on acquisition and almost 19 times more likely to report above-average profitability.
Growth roadmap
Turn the diagnosis into a focused sequence of priorities, owners, milestones and measurable commercial decisions.
Growth roadmap includes

Rank growth priorities

Define owners

Set delivery milestones

Agree success measures
Proven Market Result

Sierra Leone

+37% revenue in six months

Six months after joining the CreatiFi accelerator, Amena’s Couture increased revenue by 37% and grew its team from five to eleven.

Improvement benchmark

Almost 3× more likely to adapt monthly

Successful transformations were almost three times more likely to update their strategic plans at least once a month.

Acquire New Customers

Customer Acquisition

Build demand for a product, campaign or market opportunity with a focused acquisition sprint. We define the audience and campaign message, create the landing page, set up CRM capture and the affiliate or paid campaign, then report on performance.

Outcome: Generate demand quickly.

Explore Customer Acquisition

Solution Scope

Audience targeting
Direct acquisition spend towards the people, locations and behaviours most likely to produce a valuable customer.
Audience targeting includes

Define priority audiences

Build segment criteria

Select target locations

Set exclusion rules
Proven Market Result

Côte d’Ivoire

+84% female users in three months

After Orange Money launched its Offre Femme programme, its female user base grew by 84% in three months while average revenue from women rose by 20%.

Improvement benchmark

8%–27% lower cost per action

Advanced audience targeting has reduced cost per action by 8%–27%, depending on the company, offer and test.
Campaign messaging
Make the value, price and next action immediately clear across every campaign touchpoint.
Campaign messaging includes

Clarify the offer

Write core messages

Adapt channel copy

Define campaign CTAs
Proven Market Result

Tanzania

94% campaign discovery through SMS

Promotional SMS introduced 94% of Tigo Kilimo users to the service. Customers who also received a personal explanation were much more likely to return.

Improvement benchmark

8% more conversions at a similar cost

Responsive search ads showing a clear business name and logo have generated 8% more conversions at a similar cost per acquisition.
Landing page
Match the campaign promise, load quickly and guide each visitor towards one clear, measurable action.
Landing page includes

Plan page structure

Write conversion copy

Build responsive layouts

Configure lead forms
Proven Market Result

Nigeria

84% less data through the first transaction

Konga’s progressive web app used 63% less data on first load and 84% less data through the first transaction.

Improvement benchmark

0.1 seconds faster · Up to 10.1% more conversions

A 0.1-second speed gain has been linked to 8.4% higher retail conversion and 10.1% higher travel conversion.
Affiliate or paid campaign
Align channel, partner incentives, audience, creative and conversion tracking around one commercial outcome.
Affiliate or paid campaign includes

Select campaign channels

Set audience targeting

Prepare creative assets

Configure conversion tracking
Proven Market Result

Sierra Leone

113% return on investment

Orange Sierra Leone’s agent-led campaign produced a reported 113% return on investment, while trained customers used 217% more data than untrained customers.

Improvement benchmark

8% higher return on ad spend · 10% stronger sales

Performance Max campaigns have delivered 8% higher return on ad spend and 10% stronger sales effectiveness than Search-only strategies.
CRM capture
Turn each response into a permissioned customer record with its source, context and owner ready for follow-up.
CRM capture includes

Define capture fields

Tag lead sources

Set consent controls

Assign follow-up owners
Proven Market Result

Ghana

68% of registered users paid

Vodafone Ghana’s Farmers’ Club registered 14% of its identified target market, and 68% of registered users became paying customers.

Improvement benchmark

2× incremental revenue · 1.5× efficiency improvement

Companies connecting all first-party data sources reported twice the incremental revenue and 1.5 times the efficiency improvement of companies with limited integration.
Performance reporting
Connect spend, response, conversion and retention so budget can move towards what is working while the campaign is live.
Performance reporting includes

Define campaign metrics

Build reporting views

Review channel performance

Recommend budget shifts
Proven Market Result

Tanzania

40% lower longer-term churn

Campaign participants used 3.4 times more data four months after the promotion. Churn was 26% lower during months 2–12 and 40% lower during months 6–12.

Improvement benchmark

23% more conversions · 10% lower cost

Connected advertising and analytics data has been associated with 23% more conversions and 10% lower cost per conversion.

Generate & Convert New Leads

Lead Generation & Sales

Bring lead generation and sales follow-up into one managed process. We run campaigns and landing pages, route leads through the CRM, support contact-centre follow-up, qualify leads, arrange appointments and report on conversion activity.

Outcome: Convert more leads.

Explore Lead Generation & Sales

Solution Scope

Campaigns
Align the audience, offer, creative, bidding and conversion path around the customer action sales needs.
Campaigns includes

Define lead objectives

Select target audiences

Launch campaign assets

Monitor response quality
Proven Market Result

Kenya

10.9% conversion · 3,188 accounts opened

KCB’s Gmail Ads journey opened 3,188 accounts in 14 days against a target of 1,400, with a reported 10.9% conversion rate.

Improvement benchmark

15% additional performance improvement

Human optimisation has added an average 15% performance improvement on top of the gains delivered by campaign automation.
Landing pages
Give each campaign a focused mobile destination that matches the message and makes the next action easy.
Landing pages includes

Match campaign messages

Simplify lead forms

Test mobile layouts

Track conversion events
Proven Market Result

Ghana

0.58% to 17.65% registration conversion

Tailored landing pages and a clearer Apply link helped Webster University Ghana raise event-registration conversion from 0.58% to 17.65%. Page, targeting and creative changes worked together.

Improvement benchmark

8.4% higher retail · 10.1% higher travel conversion

A 0.1-second improvement in mobile speed has been linked to 8.4% higher retail conversion and 10.1% higher travel conversion.
CRM routing
Assign every qualified enquiry to the right person immediately, with its source, priority and response deadline intact.
CRM routing includes

Set assignment rules

Define response priorities

Add lead context

Monitor routing failures
Proven Market Result

Kenya

Automated ownership and lead scoring

Solutech moved from inconsistent assignment to rotational routing, lead scoring and real-time pipeline visibility in its CRM.

Improvement benchmark

Nearly 7× more likely to qualify

Contact within one hour made leads nearly seven times more likely to qualify than waiting another hour.
Contact centre follow-up
Give agents the customer context, script and next action needed to progress an enquiry while interest is still active.
Contact centre follow-up includes

Prepare call scripts

Set follow-up sequences

Record contact outcomes

Escalate qualified interest
Proven Market Result

Ghana

25% to 60% lead conversion

Dalex Finance unified voice and digital follow-up around one customer view. Reported lead conversion rose from 25% to 60%, while overall closures increased by 35%.

Improvement benchmark

46% higher sales conversion

Combining customer and call data with product-specific agent scripts has increased service-call sales conversion by 46%.
Qualification
Prioritise leads with the fit, intent and evidence to progress, so sales spends less time on weak enquiries.
Qualification includes

Define fit criteria

Score lead intent

Verify contact details

Record qualification notes
Proven Market Result

Kenya

10.9% conversion · 3,188 accounts opened

KCB built identity and eligibility checks into its application journey, opening 3,188 accounts in 14 days at a reported 10.9% conversion rate.

Improvement benchmark

8% to 17% conversion

One three-month probabilistic lead-scoring implementation increased conversion from 8% to 17%.
Appointment setting
Let qualified prospects choose an available time immediately while calendars, confirmations and reminders stay synchronised.
Appointment setting includes

Connect team calendars

Offer booking slots

Send confirmations

Schedule reminders
Proven Market Result

Nigeria

Scheduling delays and duplicate bookings removed

Port Harcourt-based Web Work Tools let clients select available times without back-and-forth or duplicate bookings.

Improvement benchmark

66.7% booked meetings versus a 30% average

Immediate scheduling converted 66.7% of qualified form submissions into booked meetings, compared with a stated 30% industry average.
Conversion reporting
Connect campaign source, spend, customer action and revenue so budget moves towards channels producing commercial results.
Conversion reporting includes

Track lead stages

Measure follow-up activity

Report conversion rates

Identify pipeline drop-offs
Proven Market Result

Nigeria

88% higher conversion

Jumia Travel used booking and device data to guide Hotel Ads bidding, producing an eight-point conversion lift, a four-point return-on-investment improvement and 88% higher conversion than comparable channels.

Improvement benchmark

6% more leads · 17% lower cost per lead

One data-driven attribution implementation modelled 6% more leads while reducing cost per lead by 17%.

Make Customer Return

Customer Lifecycle Management

Keep customers engaged beyond acquisition. We work across onboarding, ongoing engagement, retention, upsell, cross-sell and reactivation, supported by contact-centre workflows and customer intelligence.

Outcome: Grow customer value.

Explore Customer Lifecycle Management

Solution Scope

Onboarding
Help new customers reach first value faster with clear setup, guidance, support and a well-timed first action.
Onboarding includes

Map first-use steps

Prepare welcome messages

Configure support prompts

Track onboarding completion
Proven Market Result

Nigeria

42% goal conversion · 75% monthly retention

SafeBoda used guided onboarding to explain the service and encourage a first ride, with reported 42% goal conversion and 75% month-over-month retention.

Improvement benchmark

3%–5% more revenue · 15%–20% lower process cost

Digitised bank onboarding has been estimated to increase new-account revenue by 3%–5% while reducing onboarding costs by 15%–20%.
Engagement
Give customers useful reasons to return with timely messages, service support, education and feedback shaped around what they do.
Engagement includes

Plan contact cadence

Create useful messages

Set behavioural triggers

Monitor response patterns
Proven Market Result

Senegal

Under 1,000 to about 75,000 users

MLouma combined internet, SMS and call-centre access to market information, growing from under 1,000 users to about 75,000 after API integration and campaign support.

Improvement benchmark

23% stronger customer value

Fully engaged customers have produced a 23% premium across share of wallet, profitability, revenue and relationship growth compared with average customers.
Retention
Spot the signals that customers may leave, address service failures early and test actions that keep valuable relationships active.
Retention includes

Identify churn signals

Segment at-risk customers

Plan save actions

Track retention trends
Proven Market Result

Nigeria

75% month-over-month retention

SafeBoda used behaviour-based onboarding and engagement journeys to strengthen repeat use, with reported month-over-month retention of 75%.

Improvement benchmark

5% more retention · 25%–95% more profit

A 5% increase in customer retention has been linked to profit increases of 25%–95%, depending on the sector and customer economics.
Upsell
Present a higher-value next step when customer history, timing and need show that the offer is genuinely relevant.
Upsell includes

Define upgrade paths

Set eligibility rules

Choose offer timing

Track offer acceptance
Proven Market Result

Ghana, Kenya and Nigeria

Payment history unlocks additional services

M-KOPA uses first-product payment history to help eligible customers access further services, including digital loans, data bundles and insurance.

Improvement benchmark

10%–15% typical revenue lift · 5%–25% range

Effective personalisation most often produces a 10%–15% revenue lift, with reported results ranging from 5% to 25% by sector and execution.
Cross-sell
Use customer needs, product affinities and eligibility rules to identify the most relevant adjacent offer.
Cross-sell includes

Map related products

Build affinity segments

Set relevance rules

Measure cross-sell response
Proven Market Result

Kenya

1.6 million sign-ups · KSh3 billion in deposits

M-Shwari extended the M-PESA relationship into savings and credit, reaching 1.6 million sign-ups and KSh3 billion in deposits after launch.

Improvement benchmark

5%–15% more revenue · 10%–30% better efficiency

Strong personalisation programmes have delivered 5%–15% revenue growth and 10%–30% better marketing-spend efficiency.
Reactivation
Identify why customers became inactive and give each segment a relevant, measurable reason to return.
Reactivation includes

Segment inactive customers

Review lapse reasons

Create return offers

Track reactivation activity
Proven Market Result

Senegal

Targeted win-back for inactive prepaid customers

Orange Senegal targeted prepaid lines inactive for several months with recharge bonuses and loyalty points designed to encourage a return.

Improvement benchmark

20% lower churn

One retail bank used predictive models and targeted treatments to reduce customer churn by 20%.
Contact centre workflows
Route each request to the right channel, team and priority while keeping customer context and escalation rules connected.
Contact centre workflows includes

Map request types

Set routing priorities

Prepare agent guidance

Define escalation steps
Proven Market Result

Cameroon

Digital support doubled from 20% to 40%

MTN Cameroon centralised messaging and ticketing, automated team routing and prioritised high-value customers. Digital support usage doubled from 20% to 40%.

Improvement benchmark

Every one-point resolution gain · 1% lower cost

Each one-point improvement in first-contact resolution has been linked to 1% lower operating cost and 1% higher customer satisfaction.
Customer intelligence
Turn connected customer records into clearer decisions about need, value, risk and timing.
Customer intelligence includes

Connect customer records

Build value segments

Monitor risk signals

Produce action reports
Proven Market Result

The Gambia

70% population coverage · 78,422 households targeted

The Gambia’s social registry connected verified data on 203,022 households, covering 70% of the population and helping target support to 78,422 households.

Improvement benchmark

2.6× more likely to report higher return on investment

Customer-analytics leaders were 2.6 times more likely to report higher marketing return on investment; 43% reported above-average sales growth versus 15% of lower performers.

Growth Assessment

Not sure which solution fits the problem?

Tell us what you need to improve first. Your assessment gives us the context to identify a practical starting point.

Get Assessment

Growth Diagnostic

Solution Scope

Customer Acquisition

Solution Scope

Lead Generation & Sales

Solution Scope

Customer Lifecycle Management

Solution Scope

Four capability lines. Combined around the problem.

Not sure which solution fits the problem?