The 42% increase in online sales has been fuelled by the launch of its new affiliate programme, email marketing, search engine optimisation and the introduction of XLN’s Online Business Community designed to be a useful resource to small business owners. This increased exposure has allowed more businesses to discover XLN’s specifically targeted phone and broadband offerings for the small business sector.
Meanwhile, the significant increase in customer retention rates – which now stands at 94% – has been a direct result of XLN’s focus on customer service and resolution of complaints which resulted in the company recently being ranked for the second consecutive year above both BT Business and Talk Talk Business in three separate quality of service categories by Topcomm. These categories included commitment to restoring service following a reported fault, dealing with complaints in a timely manner and ensuring accuracy of bills.
Anthony Karibian, CEO of XLN Telecom, commented: “Given the current economic climate and the exceptionally competitive market in which we work, these results are particularly pleasing. The internet is not only helping us market to – and service – our customers more efficiently, it is also allowing customers to do their own homework on the promotional offers and small print of competitors. This ability for customers to run their own online comparison checks is greatly aiding our business.”
XLN Telecom currently has over 100,000 SME customers and has appeared in The Sunday Times Tech Track for the last two years as one of the fastest growing technology businesses in the UK.