Broadvoice - Business Development Achievement of the Year
Company: Broadvoice, Los Angeles, California
Company Description: Broadvoice is a premier provider of cloud phone service, contact center solutions, collaboration and conferencing. Utilizing the latest communications technology, Broadvoice helps businesses reduce overall costs and improve efficiency. The company continuously delivers a full suite of secure, reliable, real-time communication solutions that help businesses connect with customers anywhere, anytime.
Nomination Category: Business Development Awards Categories
Nomination Sub Category: Business Development Achievement of the Year - Technology Industries
Nomination Title: Broadvoice
Tell the story about this organization's business development achievements since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Headquartered in Los Angeles, Broadvoice has had a long history of success in the telecommunications space. In 2006 serial entrepreneurs Jim Murphy and Ari Ramezani set out redefine the voice over IP industry with a mission of providing individuals and organizations new and enduring ways to connect. Having founded two prior telecommunication companies, Murphy and Ramezani understood the importance of providing a superior customer experience to grow and maintain a loyal base of customers and advocates. Their drive to provide a sense of delight in every customer interaction has become the cornerstone of the company’s success and continues to push the business forward.
Broadvoice has become a premier provider of cloud phone service, contact center solutions, collaboration and conferencing. Utilizing the latest cloud communications technology, Broadvoice delivers a full suite of secure, reliable, real-time communication solutions that help businesses connect with customers anywhere, any time and with any device. Originally catering to the residential and small business segment, the company saw a future in the medium business and enterprise space. This required a significant pivot in systems and culture, moving from a direct sales approach to an indirect channel model. By early 2016, the business sales channel was humming on all cylinders. As growth continued to accelerate, other departments were struggling to provision and support these new larger customers. Although Broadvoice built its reputation on excellent customer service, the company found that larger business customers needed an entirely different approach than the consumer and mom-and-pop businesses when it came to provisioning service.
Starting in mid 2015, leadership began working to address the obstacles that arose, which lead to a company-wide initiative dedicated to delivering an “Amazing Experience” for businesses of all sizes. This service commitment would be reflected in how employees interact with customers, with partners and with each other. To support this initiative, the organization first created a team of Service Delivery Coordinators who would manage an order from start to finish, before handing off to an Account Manager post-install. This duty was originally handled by one person, but is now distributed across a department of five Coordinators, with a dedicated manager. Second, a new position called “Partner Sales Manager” (“PSM”) was created. This role acts as an intermediary between the Channel Manager, the customer and the Service Delivery Coordinator. They ensure that paperwork is complete and correct, expectations are properly conveyed, and help with product training. Each PSM is paired up with a Channel Manager and a Service Delivery Coordinator.
From the top down, Broadvoice delivers an Amazing Experience. This year, the Broadvoice COO personally attended a deployment and installation to ensure a local school was setup properly. The company has also flown techs at a moment’s notice across the country to ensure an amazing customer experience. As part of the commitment to relationship building, the company has also sent congratulatory gifts for partners who have experienced life-changing milestones, as well as tea baskets for partners feeling under the weather.
The result of these focused efforts has been astounding:
• 167% increase in business channel sales
• 20% increase in staffing
• 90% of orders completed in less than 15 days, an improvement of over 20%
• 30% increase in new partners joining the Broadvoice Partner Program
• Awarded multi-state government procurement contract, the company’s largest business development advancement in 2016
Today, with over 200,000 customers served, Broadvoice delivers a service experience that is nothing short of amazing.