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Revana, Tempe, AZ

How to EnterCompany: Revana, Tempe, AZ
Entry Submitted By: TeleTech
Company Description: Revana is dedicated to helping companies invest in outcomes, not components. That's why Revana offers end-to-end revenue generation and sales solutions that include the best technology, people, and practices to help companies achieve two goals: •Customer acquisition •Customer growth and customer retention Revana drives all the pieces of the sales process.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales Outsourcing Provider of the Year

Nomination Title: Adding a technology-fueled Customer Centric Focus for Sales and Marketing programs proves to be the secret sauce to increase customer value, quality of service and increase revenue

Tell the story about what this nominated organization has achieved since the beginning of July 2012 (up to 525 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:

There are only two ways to increase sales revenue, acquire new customers or expand and retain existing customers. Revana’s secret to generating revenue faster than companies can do it on their own is through integrating marketing and sales. Their technology-enabled sales system turns customer data into an insight-based sales operation. The adaptive revenue generation platform is tailored to each client’s unique needs; helping some of the most successful companies around the world overcome the challenge of increasing revenue.

Revana’s success and compensation is tied directly to their client’s business outcomes. As a testament of Revana’s dedication they were awarded the “Frost and Sullivan 2013 North America; Customer Service Leadership Award - Contact Center Outsourcing” based on their performance against key competitors in the areas of quality of service, timeliness of service, impact of service on customer value and cost of service to customers.

Revana’s unique and integrated sales and marketing solutions handles millions of customer interactions a day across any channel, vertical, and geography. Here are some examples of the results Revana delivered for clients in 2013:

• Revana has transformed the car buying experience by adding the manufacturer into the buying process in the early stages of a customer’s decision. Starting at the research phase, Revana supports customers with product inquiries through phone, email and chat. This has resulted in over 30,000 incremental vehicles sold, $165 million in incremental profit and a 2540% incremental ROI over the past two years.

• Revana assisted a major health insurer increase employee engagement to 40% by leveraging data analytics to ensure members were sent personalized information specific to them. They experienced email open rates of 80-90%. This success helped the insurance company prove the benefits of personalized messaging and reap the benefits of a more health conscious workforce.

• Developing an engaging customer centric sales call and CHAT flow for one major cable company resulted in $185 million in customer lifetime value.

Revana corporate achievements in 2013 included:

• The most successful companies use Net Promoter Score (NPS) as a tool to gage customer satisfaction and drive financial growth. Revana increased NPS score to +57 in 2013 as compared to +24 in 2012.

• Recognizing the importance of an engaged workface, 64% of Revana employees are very satisfied with the company and 60% intend to stay with over 70% of employees saying they have an emotional engagement with the company.

Revana continues to make strategic moves in the market. In August 2013, Revana announced the acquisition of WebMetro, the 10th fastest growing digital marketing agency that provides paid search, SEO, mobile search, user engagement and conversion rate optimization services and online media strategies. WebMetro's proprietary technology, DSMM Advantage™ analyzes and optimizes media campaigns to drive more growth for their client's business. This important merger will provide customers with significantly better sales and marketing integration across all digital platforms, especially Web and mobile. The end-to-end capability will be a key differentiator in the market for Revana, helping clients reduce customer acquisition costs and penetrate new markets.

 

Provide a brief (up to 125 words) biography about the leader of this nominated company:

In April 2007, Judi Hand was appointed President and General Manager of Revana, a wholly owned subsidiary of TeleTech Holdings, Inc. Since then, she has assumed additional responsibility as Chief Sales Officer for TeleTech.

Hand has more than 20 years of experience in sales, service, and marketing to business and consumer customers at all levels. Her previous executive experience includes Senior Vice President of Enterprise Sales with AT&T, Vice President of AT&T Business Services, Senior Vice President of Sales and Customer Care at Qwest. Hand earned her MBA from Stanford University and a BSBA in communications and marketing from the University of Nebraska.