mobile.de - Integration Solution

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: mobile.de GmbH, Europarc-Dreilinden, Germany
Company Description: mobile.de is Germany’s leading market place for vehicles ranging from cars, motorcycles, trucks and vans to mobile homes. As a part of the Ebay group and located close to Berlin, mobile.de connects buyers with professional sellers. Customers benefit from a vast range of easy-to-use tools, clear structures, a high quality and up-to-date database and comprehensive guides on various topics.
Nomination Category: Products & Product Management Categories
Nomination Sub Category: Best New Product or Service of the Year - Software - Integration Solution

Nomination Title: Boosting Sales Efficiency, Data Protection and IT Security in Call Centers

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date.

mobile.de connects safely shared customer information with external service partners through integrated, web-based platforms. Their innovative solution, which facilitates sales efficiency while ensuring data protection and IT security may eventually become a model for call centers and other sales organizations who rely on outbound calls.

Point of Departure:

While mobile.de’s key accounters and internal sales teams take care of big and medium sized customers, some 35.000 smaller car dealers (categorized as C-customers) had been handled by an external service provider with 10 call center agents. Like many call centers, this service provider wasn’t connected with the client’s CRM (customer relationship management) and other sales related systems. There were no automated sales, reporting and documentation processes; the manual replication and format adaptions of customer data and telephone lists were the rule. The lack of integration technology wasn’t the only reason for low performance, decreasing revenue and customer complaints, though.

A major revamp started with the arrival of Matthias Schmidt, the new Manager External Partner whom mobile.de had hired in September 2015. Over the course of 2016, the communication with small car dealerships, offerings and sales processes all were redefined and enhanced. New service partners were found, trained and equipped with a state-of-the-art integrated solution that translated into a big leap forward in terms of performance and revenue.

The Integration:

A central dialer platform with Salesforce Live-integration (Elsbeth by Enghouse Interactive) is provided through an application delivery and streaming platform (oneclick by oneclick AG) with browser-based access.

The Benefits:

With the use of two highly secured cloud services, mobile.de keeps all their CRM/Salesforce information safely in the house, while sales people establish, maintain and nourish the customer relation without risking to lose or corrupt valuable company data. As the platform is accessed via an Internet browser, it doesn’t matter if a sales person works in a call center or at mobile.de. Depending on the campaign, all necessary applications and data are streamed in an encrypted form into masks on the sales person’s desktop, so there’s no more need for switching between programs, Excel-sheets or screens. After a call is finished and data have been added or updated, changes are automatically written into mobile.de’s CRM system. As the data does not leave mobile.de’s system, there is no risk of information loss or data theft.

The partner management also benefits from

-Compliance
-IT-Security
-Error-free documention of customer history
-Automated documentation of all processes
-Data protection
-Records of handling time
-Records of call history
-Flexible distribution and launch of campaigns
-Centralized provision of all necessary data
-Convenient control of call-quality

Intermediate Results:

By the first quarter of 2017, the call agents’ net contact rate per hour has increased from 0.8 to 1.65, with almost zero complains on outbound calls and significantly growing business.

The impact exceeds the small dealer business, though: The integrated IT solution, the new sales processes and the partner management approach are being observed and evaluated -- not only by mobile.de but also by several divisions of Ebay.

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service.

-Data protection and security, as customer information is always stored in mobile.de’s CRM system and only an encrypted stream is sent to end user devices
-The central dialer with Salesforce Live-integration provides sales people with detailed information from mobile.de’s CRM system, and a vast array of automated functions
-The application delivery and streaming platform oneclick ensures a steady working environment (multi-window streaming) and user experience
-Easy access to (predefined) customer data
-Online-editing and enriching of customer data
-Compliance with Germany’s strict laws and regulation
-Error-free documentations of all processes and the customer history
-Centralized provision of data and flexible dissemination of campaigns: Once the manager has designed a campaign and selected relevant data, sales people start the outbound calls. There is no more need for lengthy coordination.
-Automated reports of call history and handling times (i.e. measures for efficiency)
-Increased net contact rate of outbound sales calls