Dynamic Customer Funnel
How We added $1M+ in monthly revenue by delivering the right offer at the right time
Overview
Q Link Wireless needed to increase revenue and improve the customer experience while working within strict limitations. Government funding capped earnings at $9.25 per customer, unchanged since 2012, and the ACP ending meant we had to replace lost funding with new, sustainable revenue sources.
We built a monetization system that introduced new services, better devices, and personalized offers to increase ARPU while ensuring a better experience for customers.
I led the marketing strategy and execution, identifying key sales opportunities, developing business rules to align teams, and ensuring rapid execution across marketing, backend, frontend, fulfillment, and compliance. By structuring offers effectively and presenting them at the right time, we increased customer engagement, retention, and revenue.
Through careful planning and cross-team collaboration, Q Link Wireless offered more valuable services at the right time, leading to higher retention, increased revenue, and an improved customer experience.
Challenges
Increasing revenue while improving customer experience
We needed to create new revenue streams while ensuring that every additional service enhanced the customer experience rather than adding friction.
Offering the right devices to drive retention
Customers needed better device options to stay engaged and satisfied. We had to streamline the device selection process and ensure customers could easily upgrade when needed.
Delivering the right offer at the right time
The key to maximizing revenue was presenting the right offer to the right customer at the right moment—without disrupting the user experience.
Increasing Revenue While Improving the Customer Experience
Growing revenue wasn’t just about selling more—it was about offering valuable services that kept customers engaged and made Q Link Wireless a better long-term choice. Instead of just maximizing transactions, we focused on making it easier for customers to get the services they needed while increasing ARPU.
Solutions
- Family Plans – Keeping Customers and Their Families Connected
- Prepaid Plans – A Retention Tool for Customers Losing Eligibility
- Smarter Top-Ups – Easy, Timely Add-Ons
Family Plans
Customers already trusted Q Link for their service—so why would they want to juggle multiple carriers for their family? We introduced Family Plans that allowed users to add multiple lines under one account, making it easier and more affordable to keep their whole household connected. This improved retention and increased revenue per customer while reinforcing Q Link as their go-to provider. Family plans accounted for over 7600 lines within 6 months of it’s launch.
Prepaid Plans
Many customers lost ACP eligibility but still needed affordable service. Instead of losing them forever, we introduced prepaid plans with our “1, 2, Free” promotion that allowed them to seamlessly continue their service. This turned what would have been a churn point into a new revenue stream while maintaining customer loyalty. Prepaid plans accounted for 10% of Q Link’s monthly plan revenue within 6 months of launch.
Smarter Top-Ups
Rather than waiting for customers to run out of data or minutes, we took a proactive approach. We lowered top-up minutes and data costs and created an automated system that sent SMS and email reminders exactly when customers needed more. This led to a spike in incremental purchases while making sure customers never had to worry about running out of service. Top-up sales jumped over 400% within the first month of the changes.
Offering the Right Devices to Drive Retention
A major factor in customer churn wasn’t just the service itself—it was the devices they were using. Many customers switched carriers just to get a better phone, while others struggled with outdated devices that made their service experience worse. To improve retention and user satisfaction, we streamlined the device selection process and ensured customers had easy access to affordable, high-quality upgrades.
Solutions
- Dynamic Device Flow – Personalized Phone Recommendations
- Free Phone Flow – Guiding Users to Better Budget-Friendly Devices
- Targeted Device Emails – Engaging Customers at the Right Time
Dynamic Device Flow
Customers needed a clear, intuitive way to find the right phone. We built a Dynamic Device Flow that personalized device selection based on customer needs and budget, ensuring they saw discounted and relevant phone options. The new flow led to a 19% increase in phone sales.
Free Phone Flow
Many customers searched for free phones, but we no longer offered them. Instead of losing those customers, we built a Free Phone Flow that identified free phone intent and guided them toward budget-friendly devices at a discount. We identified 12% of users wanted free phones, and 8% of those users ultimately purchased a phone. Those who didn’t buy were segmented into new audiences for targeted follow-ups and advertising exclusions.
Targeted Device Emails
Not every customer needed a new phone immediately, but when they did, we made sure Q Link was top of mind. Our targeted email sequences re-engaged customers who had older devices or weren’t actively using their service, offering them affordable upgrade options that fit their needs. These promotional email offers had open rates over 43% and and were a driver for our increased phone sales.
Delivering the Right Offer at the Right Time
Instead of static promotions, we developed a dynamic system that used customer behavior, engagement signals, and real-time data to present the most relevant offer at the right time.
Solutions
- Dynamic Offer Flow – Personalizing Promotions in Real Time
- Amazon Rewards – A High-Value, No-Cost Incentive
- One-Click Add-Ons – Seamless Upsells That Made Sense
Dynamic Offer Flow
We combined our offers into a dynamic flow presented to the user immediately after they signed up. Used customer behavior to present the most relevant offer—whether it was, device upgrade, family plan, international calling—at the moment they were most likely to convert. These offers increased revenue while improving the user experience, ensuring customers saw important upgrades that enhanced their service. It was a win-win. Customers that bought something in the flow were 4x more likely to use their service.
Amazon Rewards
We formed a partnership with Amazon Prime to give our users 2 free months of Prime for free. We promoted Amazon Prime Rewards immediately through email and the members dashboard to new customers, showing them the exclusive perks they received with Q Link. Another win-win, as over 200k customers took advantage of the offer and Q Link generated additional revenue.
One-Click Add-Ons
Made it easy for customers to add hotspot data, international minutes, and other services with a single tap—increasing ARPU without disrupting the experience. Products used for these one-click add-ons were low cost products that improved the user’s service. Customers selected the one-click add-on with up to 5% of purchases.
Results
We didn’t just increase revenue—we built a smarter, more personalized monetization system that gave customers better service options while maximizing long-term value.
- $1.2M+ in additional monthly revenue – By introducing Family Plans, prepaid options, and dynamic upsells, we created sustainable new revenue streams.
- 19% increase in phone sales – The Dynamic Device Flow and Free Phone Flow made it easier for customers to find and purchase the right device.
- 200,000 customers claimed Amazon Prime Rewards – Leveraging a high-value, no-cost incentive drove engagement and additional revenue.
- Higher retention through better service options – Family Plans kept customers connected, prepaid plans reduced churn, and timely top-up reminders increased incremental purchases.
- Increased conversions through well-timed offers – Dynamic Offer Flows personalized promotions based on real-time customer behavior, leading to higher engagement and ARPU.
This wasn’t just about driving sales—it was about aligning revenue growth with a better customer experience. By giving users the right offers at the right time, we increased engagement, retention, and profitability in a sustainable way.
Let’s Work Together
Looking to increase revenue, reduce churn, and create a more effective customer journey? Let’s build a strategy that works. Contact me today.
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