Reactivating Dormant Merchants, Driving Revenue Growth
Discover how a targeted BPO-led outreach strategy helped a leading fintech platform re-engage inactive merchants, boost conversions, and unlock new revenue potential.
1Point1 delivered a comprehensive and result-oriented solution that fundamentally transformed the client’s dormant merchant segment into a revenue-generating engine. By deploying a dedicated outreach team trained in objection handling, persuasive communication, and multilingual engagement, they launched a structured reactivation program that brought precision and scale to the client’s partner engagement efforts.
Using an omnichannel approach—including voice calls, emails, and localized language support—1Point1 was able to reach merchants who had previously disengaged from the platform. These efforts led to a substantial increase in reactivation success rates, with a notable uplift in daily transaction activity from previously inactive users. The team also worked closely with the client to refine onboarding processes, shortening the time between merchant registration and activation.
Through consistent follow-ups, performance tracking, and personalized engagement, 1Point1 not only improved merchant responsiveness but also enhanced the long-term retention potential of the activated accounts. As a result, the client saw a measurable increase in revenue, better utilization of the existing merchant base, and improved customer lifecycle performance. The project demonstrated how a strategic, human-centric BPO model could unlock untapped value from within an existing ecosystem—delivering both operational impact and business growth.
Impact Your Customers Can Feel
To drive sustainable merchant reactivation and long-term revenue impact, 1Point1 designed a comprehensive business solution that went beyond traditional outreach. The engagement model was built around a data-driven, human-assisted strategy that identified inactive merchants, segmented them based on activity level, and tailored communication accordingly.
A dedicated outreach team was deployed with the right skill sets—language proficiency, industry know-how, and persuasion techniques—to connect meaningfully with dormant merchants. This team was supported by a centralized reporting and analytics framework, which allowed for real-time tracking of contactability, responsiveness, and conversion rates. By integrating automation with personalized human interaction, 1Point1 ensured timely follow-ups, minimized drop-offs, and improved first-call resolution.
The solution also included process redesign for onboarding and activation, ensuring that once a dormant merchant was re-engaged, they were guided swiftly and seamlessly back into the transaction funnel. This full-lifecycle approach—from identification and outreach to reactivation and support—made the solution scalable, repeatable, and results-focused. It allowed the client to not only revive a previously underperforming segment but also strengthen its merchant relationship management capability for future growth.