With 15+ years of experience in direct selling for telecommunications and technologies (and being connected to Telarus as a Master Agent to support Channel Business), Salelytics is equipped to help organizations in this space succeed. See how we helped a leading telecommunications provider replace experienced staff and reduce costs. 

Objective

The client offered a voluntary employee retirement program to many of its seasoned project managers. Due to the mass acceptance of this program, the company suffered a dramatic decline in resources necessary to handle expected order requests. Looking at potential options revealed that hiring new staff internally would be time-consuming and costly.

The communications company started to look outside their business for a B2B customer service solution. The program would need to offset their internal costs, educate new employees on order operations, reduce their service cycle, and be deployed just within a few short months. Ultimately, the company chose Salelytics based on a background of quality customer service and the ability to bring cost-effective customized solutions to market quickly.

A Customized Business-to-Business Service Solution

Salelytics’ client service specialists immediately began working with the communications company to determine key objectives and time constraints. Based on what information they gathered, a comprehensive B2B solution was created that mirrored the client’s internal program. New dedicated project managers were then chosen and trained to:  

• Handle complex customer requests for high-capacity phone line services
• Provide technical support
• Deliver tracking and reporting for the client’s largest customers

A complete training curriculum was developed for a group of service specialists to make sure key benchmarks were met and to quickly begin taking orders. Additionally, Salelytics’ technology enabled the project managers to connect directly to the client’s internal system. The project manager received written notification of the order request and then entered this information into the company’s systems.

Once submitted, the request is routed directly to the client’s technicians and the project manager worked with the customer to ensure the order was completed. In addition, a process improvement team was created to increase efficiencies and alert the client about discrepancies within their internal systems.

Reduced Costs and Improved Quality

Through Salelytics’ customized service solution, the communication company was able to:

• Reduce costs
• Improve customer service quality
• Shorten their service cycle from 90 days to less than 45 days
• Dramatically reduce the number of minutes by 30%

Salelytics' intensive training program enabled our project managers to take on a greater number of responsibilities, thus reducing the number of people needed to complete an order. The solution also saved the company over $40,000 per service specialist. Since the program began, it had grown from 16 to over 500 project managers, and Salelytics handled the majority of customer order requests for the company’s communication services.

The proof is in the details, and we’d love to share. Learn more, contact our specialists today.