The mission of Tenfold is to improve user productivity by automating the workflow of customer facing employees.

Transcription

1 The mission of Tenfold is to improve user productivity by automating the workflow of customer facing employees.

2 Agenda

3 Battlecard - Pitch, Discovery, Pain, Benefits SkySwitch helps companies in <vertical> improve the efficiency & effectiveness of their Sales/Service teams SkySwitch boosts sales by increasing time spent talking to customers and reducing time spent logging calls SkySwitch improves customer & lead management by improving the quality of contact data and interaction history in your CRM SkySwitch increases management s understanding & control of call activity by using 100% accurate call detail records as history Discovery Questions Sales Buyer Benefits Increase 20-40% the total number of calls made Understanding Do you trust your call reports? (No ) Save an average secs per inbound call on Doesn t that decrease your control over Ops? identifying the lead / prospect & logging it Improve sales morale by reducing logging Do Sales complain about time spent logging frustration & expediting customer insight Workflow calls? Trust your call reports by using 100% accurate CDRs Is it important to log customer conversations? Communication Integration Do your sales people have a call plan? Do you use VoIP? Do virtual meetings? How see peer presence? IM? <etc etc> Do you have click to call with your CRM? IT Buyer Benefits Capture an average of 200% more data in your CRM End complaints about inaccurate CRM call history reports Auto-log calls into your CRM

4 User Frustration with using CRM s

5 Proliferation of Cloud Solutions Creating Silos

6 Typical Workflow & Impact

7 Capture and Unify the communication

8 Tenfold s Value Tenfold integrates the communication platforms with business apps to provide a single view of the customer at the point of interaction With Tenfold you can: Make your customer-facing teams much more productive Measurably improve the customer experience Make better business decisions with complete data integrity And we accelerate this transformation by leveraging existing IT infrastructure

9 Benefits of Tenfold IT Benefits Integrate CTI with CRM Improve CRM data accuracy with 100% data capture Remove call reporting headaches Business Benefits Boost total calls 20-35% Faster (& fewer) call logging Accurate & clear call history Other cool Sales features: BMW, Virtual Meetings, Mobile, etc

10 Live Demo

11 Competitive

12 More Competitive info...

13 Working with Tenfold Qualify -SkySwitch to check Product page for latest list of CRM integrations -Use battlecard to sell value Oppty Demo Close/Win -SkySwitch uploads to Tenfold Partner Portal -SkySwitch demos to the prospects - SkySwitch close win oppty in partner portal Contact Lea@tenfold.com for any questions Provision & Deploy -SkySwitch creates customer in partner portal and SkySwitch completes onboarding Support - Tier 1 SkySwitch - Tier 2+ Tenfold

14 #Proof_Points

15 Tenfold Customer Snapshot

16 Outbound Success Stories Increased connection rate by 30% using Tenfold Local Presence Doubled outbound call volume within one month of using Tenfold Leveraged Salesforce.com and their existing phone infrastructure Challenged with costs of existing solution N. America reps on the phone 2 hours/day was costing $60-80 per month for usage alone; EMEA was 3-5x and APAC 8-10x those costs, depending on the country By using Tenfold, they were able to leverage existing investments and phone infrastructure Outbound reps call volume increased 37%; daily call notes taken increased 42% Outbound calls per rep increased 136% (from 74 to over their goal of 175) Conversion rate increased from 35% to 55% Saved average of 1.75 minutes per call

17 Inbound Success Stories Challenge: Contact Center team of 1,300 agents averaged 90 seconds to identify a caller and their relationship to Adobe Using Tenfold, the time to identify a caller was reduced to 1 second 90 seconds x 60 calls per day x 1,300 agents = 1,950 hours saved Automated data capture has increased visibility of team into KPIs for customer care Increased Customer Experience Satisfaction by 34% within 3 months of using Tenfold Leveraged existing Avaya and Salesforce investments Use Tenfold to automatically capture and log calls, identify callers/cases, and provide single click case creation to end users High Priority team saved an average of 75 seconds per call Over a year, equated to 1,009 hours of time saved (42 full work days)

18 Joel Stevenson Part of our decision process was, does it work with the phones and CRM we already have without adding huge overhead. We were able to move faster with Tenfold and get a big win on the board in an area that is the foundation for everything else we needed to improve our sales team. VP & GENERAL MANAGER - B2B SALES Sales team saves ~250/day & makes 4 million calls per year Works with existing Cisco UC phone system

19 Tenfold should be an automatic add-on when purchasing your CRM. Tenfold has been a great solution...within 3 months we increased customer experience satisfaction by 34%. Craig Murphy Training and Consistency Leader, IHG Saved nearly 90 minutes per day per rep Works with existing Avaya Communication Manager phone system

20 Customer Example Challenges Need to connect with and convert a higher percentage of leads Manual entry requiring ~20 clicks per file Unable to meet call volume targets Solution Tenfold integration with Salesforce.com Tenfold click to call, smart syntax notes, and lead dispositions Tenfold Analytics and Lead Tracking Results Outbound calls per rep increased 136% (from 74 to over their goal of 175) Conversion rate increased from 35% to 55% Saved average of 1.75 minutes per call

21 Customer Example Impact We re able to cut our time per file to the time it takes to call and leave a voic . Seeing much more volume by team [with the] ability to drill down to a granular level on an agent by agent basis. Having all of our notes at the tip of our fingers, as well as seeing the record for an incoming call immediately as it comes in makes for a less stressful work environment and overall better morale for everyone on the team. Using the CRM without Tenfold is such a hassle at this point. From a management perspective, the analytics page makes my job so much easier to keep track of my team's progress on a day to day as well as an overall basis.

22 Gotchas

23 Appendix

24 Tenfold Connector

25 Tenfold Pro

26 Tenfold Team

27 Tenfold Enterprise

28 Click to Dial The click to dial feature enables reps to eliminate manual dialing from their workflow by turning all phone numbers inside of the CRM and on any page in their browser into a clickable hyperlink. When clicked, Tenfold will initiate a call directly from the reps phone to the number they have clicked on through its native integration into their phone system. The reps phone will begin ringing. When they pick up, they will be seamlessly connected to the number they have clicked on in the CRM. Click to Dial Increases efficiency by automating a manual process (dialing numbers) It also eliminates the frustration of misdialing numbers, saving additional time Increased efficiency on outbound dials leads to more calls, more conversations and more $

29 Floating UI (Inbound/Outbound Screen-pop) The floating user interface (UI), also referred to as screen pop or extension, displays caller information on the screen for all outbound calls, whether a user manually dials or uses click to dial. Caller information is displayed on the screen for all inbound calls as well, whether a call comes in through a queue or the rep is dialed directly. Caller information screen-pops display whether or not the user is inside of the CRM. Anywhere you are in your browser, when you make and receive calls, you will immediately know who you are interacting with, relevant activity history and contextual information and have one click access to their record in the CRM. The Floating UI provides reps with instant access to a 360 degree view of the customer On inbound calls, this reduces time spent manually tracking down information (~70-90 seconds) On outbound calls, this allows reps to click through a list without extra pre-call research On all calls, this helps improve the quality of conversations, increasing conversion and CSAT The interface enables reps to make the most informed decisions by providing a unified view

30 Activity History Scroll Bar The Activity History Scroll Bar provides reps with an easy to navigate history of all of their interactions and key insights into a customer relationship. This includes opportunities, cases, tickets, s that have been logged (with content), calls that have been logged (with notes), future and past meetings and more. Ability to see open opportunities, cases and tickets immediately shows importance/urgency Reps can see who the person spoke to last and what notes were taken on that call Easily see any correspondence that has been logged and all of the content of the One click access to any of the activities or related objects (opportunities, tickets, cases etc.) True 360 degree view of the customer relationship

31 Automatically Log all Calls in your CRM All Inbound and Outbound calls are automatically logged in the CRM including start time, stop time, duration and direction. Even if the user is not in front of their computer and not logged into the CRM, the call will be captured. This includes calls that are manually dialed, click to dialed, as well as those that come direct to the rep or come through a shared line (queue, ring group etc.) Complete data integrity in your CRM all prospect and customer interactions are logged Automatic logging saves seconds per call and eliminates useless clicks On average without Tenfold, companies see less than 20% of calls being logged in CRM Automatically capturing all calls provides companies with visibility into key metrics/kpis Tenfold does not require reps to be logged in or click save in order for calls to be logged Since the solution is natively integrated with the phone system, it captures ALL calls

32 Create New Records when No Match Found When calls are made and received, there are 3 potential outcomes when you search by phone number. You can find a single match, multiple matching records with the phone number, or no matching records with that number. When no matching records are found, Tenfold allows you to type in a name or company name and create a new lead, contact, account or custom object with a single click. The call you are on, the name you typed and the phone number are all automatically filled/related to the new record. It takes a long time to manually create leads, contacts and accounts in the CRM Many times no record is created if the call is not urgent or there is no immediate opportunity Enabling easy record creation increases the amount of lead capture and data in the CRM This helps marketing teams see more value on their marketing spend (increasing capture) Tenfold also enables you to search for existing records before creating to deduplicate

33 Add New Number to an Existing Contact In some cases, when no matching record is found in the system, the record does in fact exist, but the number is just not related to it. This can happen if you only capture someone s or if they call you from their cell and you only have their office line in the system as a few examples. Tenfold allows you to quickly search by name or company name for matching records. If the right record exists, simply clicking on it will take you into the single match screen and automatically add the new number as a secondary number to the existing record. This helps reduce the number of duplicate records by making it easy to scrub before creating The next time that individual or company calls from the number, it will be recognized instantly Ensures that the data in the CRM stays current and up to date as numbers change

34 Technical Details Tenfold connects directly to the phone system backend. This means the PBX system developed and opened up a real-time event API to us so we can subscribe and see all events for the phone system from a single end point. This is the preferred means of integration.