Smart Home Security Company
Generating $1M in incremental revenue within 6 months of custom pricing tool launch
A small subset of a 2,000-person call center was dramatically outperforming peers on upsells and add-ons, but their decision logic couldn't be transferred through conventional coaching at scale. CG Infinity observed high performers, extracted their reasoning, and built it into an interactive job-aid using JavaScript, C#, .NET, and SQL Server that surfaced contextual upsell options during live calls. The tool generated $150K in net additional revenue in its first month and surpassed $1M in six months.
AT A GLANCE
A smart home security company generated $1M in incremental revenue within six months of launching a custom pricing and upsell tool built by CG Infinity. The tool codified the behavior of top-performing call center reps and was delivered in 16 weeks, generating $150K in its first month alone.
TOOLS
JavaScript | C# | .NET | SQL Server
Service Line
App Modernization
The Challenge
Top call center performers couldn't be replicated at scale
A small subset of the client's 2,000+ call center representatives was significantly outperforming the rest when upselling customers on upgrades and add-ons. The challenge was not motivation or training alone, the best performers were applying an intuitive decision framework that could not be transferred through conventional coaching at the scale of a 2,000-person operation.
THE SOLUTION
Dynamic pricing job-aid built from observed top-performer behavior
CG Infinity observed high-performing representatives and extracted the decision logic they applied naturally. That logic was built into an interactive job-aid using JavaScript, C#, .NET, and SQL Server that surfaced contextual upsell options during live calls based on what the customer already owned. The tool was designed to guide rather than constrain, preserving conversational quality while systematically surfacing revenue opportunities. Phase one was delivered in 16 weeks.
THE RESULTS
$1M in incremental revenue in the first six months
The tool generated $150K in net additional revenue in its first month and surpassed $1M in incremental revenue over the first six months, with phase one delivered in 16 weeks.
CONTACT US
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