ACT Boosts Fintech SMB Sales with Omnichannel Support and Salesforce Strategy

ACT (Advanced Call Center Technologies) is a US-based global leader in total experience and customer care solutions. We have more than 27 years' experience helping our partners deliver outstanding customer experiences. We serve many of the world's top companies, including Fortune 50 clients. We are 100% employee owned, which makes our employees uniquely invested in creating value for our clients.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

ACT is a U.S.-based business process outsourcing provider and global leader in customer care. Our success is built on a winning formula that integrates Employee Experience (EX), Customer Experience (CX), User Experience (UX), Digital Experience (DX), and Multi-experience (MX) to deliver an outstanding Total Experience (TX).

As a 100% employee-owned company, we place Employee Experience at the heart of our business strategy. Engaged employees drive the best customer outcomes, and as shareholders, our employee owners are personally invested in delivering exceptional value to our partners. Their motivations are uniquely aligned to our partners' success.

With 28 years of experience, we help our partners drive growth and brand loyalty by providing exceptional experiences across every touchpoint and channel of the customer journey. We proudly serve many of the world's top companies spanning a wide range of verticals, including numerous Fortune 500 and Fortune 50 partners. Our broad range of leading-edge technologies and custom solutions are tailored to our partners' needs, ensuring every unique customer connection counts.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

ACT's phone & email support transformed SMB sales operations for a global fintech partner. By leveraging Salesforce & a six-sequence strategy, we built a high-performing sales funnel -driving productivity, revenue growth, & an average 1,984.67% to-goal achievement in Q3 2025.

1. Root cause analysis revealed that simplifying the 160+ product portfolio to the top 10 streamlined sales & aligned with customer needs. We implemented this in Salesforce via a dropdown, prioritizing high margin products in all interactions.
2. Measuring multiple product sales opportunities in the channel.
3. Ensuring no account went 5+ days without an interaction. To add, ACT addressed significant SMB sector challenges by:
   1. Deploying a scalable, cost-effective sales team handling ~40,000 outbound calls monthly enabled our partner to scale operations without in-house costs.
   2. Using advanced analytics, we developed tailored sales strategies & provided skilled professionals-reducing talent management burdens & ensuring a high-performing, low-attrition team.

These strategies yielded outstanding results, greatly contributing to our partner's success:

1. An average 1,984.67% to-goal achievement in Q3 2025.
2. The partner expanded ACT's sales program by 167% following the initial program's success.
3. ACT's achievements allowed our partner to focus on core activities, leverage best practices, & accelerate market penetration, driving revenue growth & laying the groundwork for ongoing success and expansion.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

The achievements highlighted are significant for several reasons:

1. Strategic Product Refinement: By refining over 160 products to highlight top sellers, we prioritized the most profitable items, streamlining the sales process & maximizing revenue potential.
2. Data-Driven Funnel Optimization: ACT built a robust sales funnel using a six-sequence Salesforce strategy & sophisticated analytics thereby improving lead conversion & strategic execution, resulting in an average 1,984.67% to-goal achievement in Q3 2025.
3. Consistent Customer Engagement: Ensuring no account went 5+ days without interaction maintained high customer engagement & satisfaction, crucial for building strong relationships & driving repeat business.
4. Scalable Sales Operations: Deploying a scalable, cost-effective sales team capable of handling approximately 40,000 outbound calls monthly allowed the partner to expand operations without incurring significant in-house costs. This scalability was key to meeting growing demand & achieving business objectives.
5. Significant Growth and Expansion: The success of the initial program led to a 167% expansion of ACT's sales program. This growth not only demonstrated the effectiveness of ACT's strategies but also laid the groundwork for ongoing success & market penetration.

Our achievements highlight ACT's ability to transform sales operations, drive revenue growth, and support the long-term success of their partner via our omnichannel expertise.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

We have provided the "ACT Fintech Case Study 2025" to support this nomination, demonstrating detailed examples and quantifiable results, showcasing the effectiveness and impact of our solutions. The case study demonstrates how ACT's solutions not only surpassed our partner's sales goals but also addressed critical challenges, leading to sustained growth and operational efficiency.