Achieving more with less: How Pendula helped drive growth and efficiency at MATE through marketing automation

2%

reduction

of churn rates

26%

increased

share of customers using multiple services



Enhanced personalisation

boosting conversion rates and driving satisfaction



Reduced time

to complete manual tasks

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MATE, a privately owned Australian telecommunications company known for its no-nonsense value offerings and exceptional customer service, has been serving a growing customer base through innovative solutions. With an ambitious growth trajectory, MATE aimed to enhance operational efficiency and customer engagement while maintaining a lean team of circa 70 employees to service a couple hundred-thousand customers. To achieve these goals, MATE partnered with Pendula to harness automation and scalability.

The challenge

Faced with the challenge of scaling operations and increasing customer engagement needs, MATE required a solution that would allow them to "do more with less." Key objectives included reducing manual workloads to engage customers efficiently and deploying quick activation of new use cases. Additionally, MATE aimed to enhance bundled service offerings and reduce churn, thereby increasing their customer retention rates. With bundled services at a lower forecast rate and a churn rate higher than expected due to a few changes to the GTM plans, there was significant potential for improvement.

How Pendula helped

Pendula provided MATE with a comprehensive automation platform that streamlined their customer engagement processes. Through always-on campaigns focused on churn prevention and up-sell/cross-sell initiatives, MATE could maintain continuous customer interaction without additional manual effort.

“We chose to manage our customer engagement strategy with Pendula because the team weren't afraid to challenge us and our ideas, in order to better achieve our goals.”

Mark Fazio, Co-CEO of MATE

Pendula’s solution also enabled the quick activation of new promotional use cases, ensuring MATE could stay agile in a rapidly evolving market.

Pendula’s support addressed MATE’s specific goals:

Bundled services expansion: Leveraging predictive engagement data from Genesys, Pendula empowered MATE to deliver tailored offers to customers, helping drive the proportion of bundled services towards their 30% target.
Churn reduction: Automated campaigns with personalised messaging allowed MATE to exceed their churn reduction target, achieving notable retention gains.
Conversion rate increase: By integrating automatic ingestion of SourceAI data, Pendula enabled MATE to deliver highly personalised experiences, contributing to improved conversion rates.

Overall results

Pendula’s collaboration with MATE yielded outstanding results:

Significant reduction in manual tasks, allowing MATE's team to focus on strategic initiatives.
Deployment of effective always-on campaigns that reduced the churn rate by 2%, well beyond the 0.5% target, while also increasing revenue through up-sell and cross-sell activities.
Strong progress toward the bundled services goal, increasing the share of customers using multiple services from 18% to 26%.
Enhanced personalisation capabilities, boosting conversion rates by 0.5% and driving up overall customer satisfaction.

Pendula’s powerful automation platform empowered MATE to scale efficiently, fulfilling their commitment to high-quality service with a lean team.

"Pendula's user-friendly flow builder, diverse data suites, and regular updates make it invaluable. They help us at automating operational tasks, enhancing lead generation, and fostering better customer engagement."

Raucheen S., Head of Customer Lifecycle at MATE

By utilising data-driven insights and effective engagement strategies, MATE not only optimised existing processes but also laid the foundation for sustainable growth. This case study highlights the transformative potential of strategic automation in achieving ambitious growth targets.

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