Call Flow

Call Flow is an independent broadband provider. Since launching their new website, new enquiries have risen by over 200% resulting in a healthy increase in the number of orders and total revenue.

  • E-commerce website
Background

The challenge

Call Flow is an independent high speed broadband provider serving Kent, East Sussex, Hampshire and Berkshire. Their old website was difficult to navigate and suffered from low conversion rates.

Call Flow approached us to fully redesign their website to increase enquiries and orders and improve online support.

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Online broadband ordering

Increasing orders

When we started working with CallFlow, all orders were being made over the phone or sent hard copy by post, which was a slow manual process. We worked closely with Call Flow to design an online broadband purchase process.

CallFlow need to gather certain information to provide the appropriate service. Mindful of customers being overwhelmed with too many questions, we split the ordering process into a series of small sections to provide the best user experience. Depending how a customer answers, different options and sub sets of questions are displayed. Total one off and monthly costs are separately calculated and displayed to make the cost breakdown completely transparent.

The final stage of the ordering process enables customers to sign up to a direct debit online. All details are encrypted and securely added straight into Call Flow’s direct debit system, which has significantly sped up the turnaround time and reduced admin.

Increased monthly orders and revenue

“We love our new website – we look so much more professional. There’s an uplift in orders with people calling or using the forms to enquire, which was one of our key goals.

Bobbie Payne Marketing and Sales Manager, Call Flow
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Speed checker

Increasing enquiries

A common question customers have when purchasing broadband is what speeds they can expect.

We built a custom speed checker that enables customers to enter their postcode and see what type of broadband is available for their address (for example, fibre or radio) and the top download and upload speeds, contributing to an increase in enquiries of over 200%.

200%+ increase in enquiries

“Our customers are using the support forms to log issues rather than calling the help desk, and providing more details up front which has reduced the amount of time we need to spend on the phone and is helping us to solve issues faster.

Bobbie Payne Marketing and Sales Manager, Call Flow