TTEC - Best Use of Technology in Sales
Company: TTEC, Englewood, CO
Company Description: TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world's most iconic and disruptive brands. Founded in 1982, the company's 48,500 employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Sales
Nomination Title: Technology and Advanced Analytics Give Complete Sales Picture, Inside and Out
Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the nominated achievement since July 1, 2018, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words
With a customer-driven approach to the use of technology in sales, TTEC leverages advanced analytics internally and externally across the purchase cycle to improve performance, optimize productivity, and move prospects down the sales funnel.
Through use of advanced analytics, including predictive analytics and intent modeling, TTEC is empowering its skilled and highly trained inside sales group with advanced customer insights to identify, target, and engage customers who are actively shopping at the right time. By connecting data to understand intent, the team can take immediate action and become exponentially more effective at finding, reaching and selling to the right audience. This approach is quickly helping TTEC clients acquire new customers and grow wallet share faster and at a lower cost.
Analytics tools help TTEC get to a granular level with prospect details to match the right marketing and sales prospects to the business. Through AI and deep analytics that analyze thousands of data points, hidden correlations emerge in prospect needs, behavior, and value to open up new opportunities. For sales team members, these tools combined with predictive modeling generate advanced customer insights enabling sales to focus on the leads and prospects most likely to convert into business for their clients.
Clients applying an analytical approach to sales are gaining multiple benefits, including:
Deeper understanding of individual prospects, their needs and opportune moments for engagement
Ability to focus resources on the companies and people that matter most
Enablement of targeted and relevant conversations with key contacts
Continuous performance and efficiency improvements
One TTEC client, a leading US-based financial services company that provides credit card facilities to businesses, was looking to revamp its enrollment pipeline. This company needed a more effective and efficient pipeline management capability that could cover the entire product lifecycle from initial outreach through training merchants, to the ongoing route of information to cardholders or managers. This company was looking for a partner who could understand its business model, which includes branded credit cards for business.
For this client, TTEC brought in highly skilled associates who were organized into two teams to cover main business segments. Each team, spanning 80-90 associates, brought the totally capacity to approximately 200 FTEs. These associates oversaw initial outreach to potential customers, and to introduce the service to cold-calling businesses. These outreaches provided vital information to produce quality prospects for engagement in the future. TTEC enrollment mangers worked with the client’s salesforce to prioritize tasks that would resonate with its customer base.
TTEC also analyzed activity to create reports that enabled the organization to see the whole lifecycle without getting bogged down in the detail of individual cases. This helped team members track how many client prospects were dropping out of the enrollment process, where issues occurred, and how many completed enrollments. Integrating TTEC’s operations with the client’s salesforce CRM system allowed team members to gain valuable insight on interactions with new and exiting customers.
In addition, TTEC’s Humanify Technology Platform was key to providing sophisticated analytics relating to agent performance in the client’s employment pipeline. Humanify Technology allowed TTEC to proactively improve agent processes, making efficiencies and improvements that spearheaded results for the client.
By optimizing the enrollment pipeline with more mature analytics and performance management, TTEC associates working with the client have surpassed the monthly enrollment targets. Messages about events sent to new and existing customers are now handled more effectively. TTEC has helped lead a new level of conversion rates.
Monthly enrollment target exceeded by 120%
Leads passed to internal agents increased 47%
$186 million in net credit sales
Additional Resources:
Customer Acquisition as a Service: https: //www.ttec.com/customer-acquisition-services
Sophisticated Analytics and Pipeline Management Drives Leads up 47%: https: //www.ttec.com/client-stories/sophisticated-analytics-and-pipeline-management-drives-leads-47
Become Pitch Perfect with Speech Analytics: https: //www.ttec.com/blog/become-pitch-perfect-speech-analytics
Make Every Voice Heard with Speech Analytics: https: //www.ttec.com/articles/make-every-voice-heard-speech-analytics
Accelerate Sales Growth with Data Insights : https: //www.ttec.com/resources/webinars-and-videos/accelerate-sales-growth-with-data-insights