The Challenge

Friction in Onboarding. Low Conversion Rates. High Acquisition Costs.

The digital ads business needed to scale its Small and Medium-sized Business (SMB) acquisition engine while managing complexity and competition. Manual inefficiencies, missed appointments and low campaign adoption rates resulted in suboptimal conversion and high customer acquisition costs.

The Solution

AI-led Excellence Meets Human-centric Delivery

• Provided end-to-end sales and onboarding support, covering lead qualification, appointment scheduling, conversion enablement, onboarding and post-onboarding hypercare

• Deployed MeetSure, a smart scheduling engine, to reduce no-shows and improve pitch readiness

  • 50 percent reduction in missed appointments
  • 2–3 percent uplift in pitch rates

• Custom-built E-Velocity, an intelligent e-mail engine

  • 60 percent improvement in efficiency
  • 90 percent reduction in defects impacting CX

• Implemented a Smart Book Prioritization Model, leveraging AI / ML to rank and target high conversion leads

  • 13 percent increase in account adoption
  • 6 percent lift in revenue attainment (USD 60 Million impact)

The Future-ready Shift

Sustained digital growth is not just about reach; it’s about intelligent orchestration. By blending AI-led interventions with high-performance onboarding operations, WNS helped the client build a scalable, insight-driven growth engine designed for long-term impact, speed and smarter outcomes.