You are using Salesforce or another type of CRM software to help you manage your sales team. You can view the history of interactions with customers, every product they have purchased, all opportunities in the pipeline and every sale you have won/lost. You can also run some neat reports that you can share with your management team.
However, there has been no increase in sales after you implemented the CRM system. Not only were the setup costs high, but your sales associates were bogged down with training for almost a week. These prices in addition to recurring monthly installments can add up to significant amounts. To understand why you have not been able to take advantage of the productivity software, answer the following questions about your sales team and process:
S. No Question about sales process Answer
1 Each sales rep follows their own sales cycle to close T or F
2 Each sales rep has their own scripts for calls T or F
3 The sales team has met or exceeded sales expectations in the last month, quarter year T or F
4 Face to face meetings with customers are critical for closing sales T or F
5 The sales reps capture all interactions with customers on CRM T or F
6 I have full visibility into their daily activities; how many calls they make, if they are busy on calls or doing other work T or F
7 I know how many of these calls were conversations versus busy, no-answer, leaving a message on answering machine or the customer saying, “call me back at a better time” T or F
8 I have access to all my ‘Sale’ calls including recordings and can use them for training T or F
If you have answered False to most or all of the questions, the problem is not with your CRM software but how you manage your inside sales team. You need to augment your CRM system with a contact center which gives you the inside view into your sales team.
Would you like to know:
S. No Question Y or N
1. How many calls they make: daily, weekly and monthly without relying on the self-reporting by reps?
2. How many calls are conversations where the sales process is moving forward?
3. How much time they spend making calls, chatting with customers, emailing customers?
4. If they are following the scripts and sales process that was give to them as part of expensive training?
5. If they are busy making frequent calls to their girlfriends/friends using the phone system or making customer calls during office hours
6. If you can listen to live calls that your agents are having with the customers to see if they are following the script?
7. If the follow-up calls moving the sale forward or backward?
8. If you can coach the rep on live calls to close a deal before it is too late?
9. If there is a way to download the call or chat recordings and use them for training purposes?
10. How there would minimal or no cost for training reps when implement the contact center solution?
If the answer to most of these questions is ‘yes’, then you need to look at 3CLogic’s contact center software hosted on Amazon Web Services (AWS) to help manage your sales team actively and increase sales. Integrating this multi-channel software with your existing CRM solutions will provide the necessary productivity gains for you; guaranteed.
For more information, please contact 3CLogic at 800-350-8656 or info@3clogic.com. http://www.3clogic.com.
About 3CLogic:
3CLogic, headquartered in Rockville, Md., is a leading provider of cloud based call center and social media applications for interactive e-commerce transactions. 3CLogic adds voice, chat and text capabilities to any e-commerce transaction on social media networks and combines them with a cloud based contact center solution. 3CLogic’s Inbound Cloud Call Center and Hosted Predictive Dialer, combined with cloud technologies, helps companies of all sizes increase sales and provide better customer service. For more information, please contact 3CLogic at 800-350-8656 or info@3clogic.com. http://www.3clogic.com.
Media Contact
Taryn Cheatham
3CLogic
tcheatham@3clogic.com
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