Intelling

About Intelling

Intelling operates as a customer management business, leveraging a combination of data, communication strategies, and skilled personnel to foster growth for its clients. Founded by Phil Morgan in July 2012, the company originated as a Business Process Outsourcing (BPO) firm with a focus on new customer acquisition. Morgan brought over two decades of experience in the customer management industry, particularly in outbound and inbound marketing, having previously been part of the executive team at LBM and a key member of the Bet Direct start-up.

The company's business model is centered on managing the complete customer lifecycle, from lead generation and acquisition to ongoing management and retention. It serves a client base that includes blue-chip companies like TalkTalk, Vodafone, and Serco. Revenue is generated by providing bespoke outsourcing solutions that aim to deliver cost savings, revenue growth, and operational efficiency for these clients. A core component of its strategy is the ownership of a significant data supply chain, including a UK B2B market file with nearly 6 million records, which it uses to create targeted marketing campaigns.

Intelling's services are multifaceted. The firm offers lead generation, data and analytics, and comprehensive customer solutions. This includes multichannel support across phone, email, live chat, and social media, with options for dedicated or shared agent models. The company utilizes AI-powered systems and predictive analytics to enhance customer interactions and retention. Intelling Group comprises integrated businesses: Intelling Ltd (the BPO 'Engine Room'), Switch Experts (a switching service for consumers and businesses), and Neatley (a unified communications and digital service provider).

Significant milestones mark the company's trajectory. After its founding in 2012, it secured growth funding in 2013 and expanded with new offices and offshore capabilities in subsequent years. A pivotal moment came in March 2017 with a £3 million investment from NVM Private Equity, which established the Intelling Group. This investment fueled rapid revenue growth, from £7.3m to £21.75m by July 2020. In October 2021, RDCP Group acquired a majority stake in the company. More recently, in July 2024, global customer experience (CX) firm Startek acquired a controlling interest in Intelling to bolster its UK presence, though the management team, including founder Phil Morgan, retains a stake and continues to lead the business.