Background
In financial services, lack of trust = lost business
North One is on a mission to give small and midsized businesses the modern financial tools they need to grow. While these businesses are often undervalued by traditional banks, North One makes them the priority.
Today, the company serves a growing customer base of 320,000+ SMBs across the United States. Founding Account Executive Connor Mank is responsible for driving both growth and retention — but with scams on the rise, unidentified calls are often met with distrust, especially when they’re from financial institutions.
Problem
Low answer rates, skepticism, and no visibility
Connor faced this challenge first-hand when reaching out to prospects and customers:
“Answer rates were low. If I got through, people often told me my number was coming across as spam. Other people would hang up right away simply because they didn’t know who I was.”
This created three major barriers to customer acquisition and retention:
- Low call connection rates slowed business growth and made it difficult to serve existing customers, leading to churn.
- Skepticism and distrust from prospects wary of scams meant conversations rarely got off the ground.
- No visibility into spam labeling — North One only learned their calls were flagged if someone reported it.
Solution
North One turned to Hiya to improve visibility and customer trust
To restore trust and improve connections, North One implemented Hiya Caller Reputation and Branded Call across sales, support, and trust & safety teams. This gave North One what it had been missing: proactive visibility and instant recognition.
"It's great to see in real time if your number is at risk of being labeled spam," says Connor. "The reputation report card dives into why that might be the case — whether it’s a connection issue, people aren’t answering, they’re not staying on the line, or calls are being blocked — you can see where the issue is."
These insights tie spam status to call practices, helping North One lead the way with their focus on long-term call health and customer experience.
"Sure, you could get an unlimited amount of numbers to reach out to customers, but without using this information to improve your calling practices, you’re just going to be constantly cycling through numbers without giving recipients a good experience,” says Connor.
Hiya Branded Call also reinforces trust in the moment by displaying “North One” on outbound calls.
“Because we’re branding our calls with Hiya, there are times when people pick up the phone and immediately start talking about their account,” Connor shares. “It makes calls more efficient and helps build strong relationships.”
2x answer rates lead to higher customer conversions, retention
After implementing Hiya, North One’s answer rates nearly doubled — climbing from 15% to as high as 30%.
That lift created a ripple effect across the business:
- New customer conversions increased by nearly 50%, with branded calling playing a clear role by making more conversations possible.
- Customer interactions improved, with fewer hangups and more efficient calls, directly supporting retention.
“I have a lot more confidence reaching out now,” says Connor. “Customers can see who’s calling, they understand we’re a trusted business, and that’s changed the whole outcome of those calls. I would absolutely recommend Hiya to businesses struggling with call connect rates or the trust they feel from their customers.”
With Hiya, North One earns — and keeps — customer confidence
Today, North One isn’t experiencing challenges with spam labeling. Even as the company grows, Caller Reputation ensures they’ll have transparent insights to spot risks early. If their spam status ever shifts, the report card gives teams the context they need for effective agent coaching — refining practices and keeping calls trusted.
See your reputation and build customer trust with Hiya
See your spam status, understand why calls are flagged, and get actionable insights to build lasting customer trust. Want to know your brand’s caller reputation? Get started for free with Hiya.
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