Lyca Mobile, a leading telecom provider known for affordable international calling, faced a challenge that many multi-location businesses encounter: fragmented online visibility. While the brand had a solid market presence, many of its physical locations were either missing from Google and Google Maps or were being managed independently, resulting in inconsistent and outdated information. This made it difficult for customers to find stores or trust the accuracy of listed details. Moreover, numerous negative reviews had been left unanswered, damaging the brand's reputation and eroding customer trust.
At the same time, Lyca Mobile was actively expanding – opening new retail locations that needed to be quickly and accurately added to Google. Ensuring these new stores had visibility from day one became a key priority.
Challenges
Lyca Mobile needed to address several key issues:
- Decentralized online presence: Many locations were not listed on Google at all, and the few that were had outdated or incorrect information.
- New store visibility: Recently opened locations weren’t discoverable, limiting initial foot traffic.
- Low discoverability: Customers often couldn’t find nearby Lyca Mobile stores, which hurt foot traffic and sales.
- Reputation risk: Many locations had accumulated negative reviews that went unanswered, further discouraging potential customers.
Objectives
To turn things around, Lyca Mobile set out to:
- Centralize management of all Google Business Profiles.
- Identify and add missing store locations to Google Maps.
- Ensure consistent, accurate, and up-to-date information across all listings.
- Address reputation issues by increasing positive reviews and actively responding to feedback.
- Improve internal engagement by involving store teams in customer experience efforts.
The Solution
Pluspoint provided a tailored solution to meet Lyca Mobile's needs:
- Centralized listing management: All locations were integrated into one platform, giving Lyca Mobile full control over its presence.
- Onboarding of new and missing locations: Pluspoint helped identify stores with no online presence and ensured they were listed on Google Maps.
- Reputation recovery: Tools were put in place to monitor and respond to existing reviews. Negative feedback was addressed promptly, while new reviews were proactively generated through QR code surveys.
- Employee incentive system: Store teams were encouraged to gather feedback, increasing participation and ownership at the ground level.
Results
The impact was fast and measurable:
- Over 30% increase in positive reviews: A structured approach to feedback helped significantly improve ratings and customer sentiment.
- 395% surge in Google Maps engagement: Improved visibility and accurate listings led to a major boost in customer interactions and online traffic.
- 8x growth in verified locations: Lyca Mobile dramatically expanded its verified presence, ensuring customers could easily find each store.
- Increased employee motivation: Agents now had a tangible incentive to gather reviews, leading to a motivated team and friendly competition between locations to gather the most (and best) reviews.
The Impact
"Before working with Pluspoint, our online presence was fragmented—many locations weren’t showing up accurately, and customer feedback was limited. Since implementing their solution, we’ve seen a major improvement in visibility and engagement. The review incentive program has also energized our team and brought a new level of accountability to customer service. Pluspoint has been instrumental in helping us take control of our digital presence." — Vanessa Guedes, Head of Marketing, Lyca Mobile
Thanks to Pluspoint, Lyca Mobile not only centralized its presence across platforms but also enhanced its reputation and improved service quality by empowering its team to take ownership of the customer experience.
