As one of the largest financial providers in the US and one of the “World’s Most Admired Companies”, it was critically important for our client to provide their global Inside Sales team with a more effective Sales Engagement tool. Their previous, integrated solution was not providing the desired customer experience, with high inbound hold times directly leading to lost business. Friction at multiple inflection points was stalling out their inside sales process.
CHALLENGE #1: Lost inbound business
“It is typical for us to see that…1 in 5 deals [are] left on the table.”
Struggling with abandoned calls and lost opportunities due to high wait times, our client needed a change. Their previous solution led to frustrated prospects hanging up before connecting with a representative. This hindered their sales funnel and jeopardized hitting revenue targets.
CHALLENGE #2: Sales Process & Prioritization
“We cannot hit our sales plan unless…we continually improve our sales productivity and that’s exactly what our plan is.”
Coordinating thousands of Inside Sales Reps on diverse teams proved complex. Ensuring a uniform, effective sales process while providing personalized training posed a challenge. Their existing solution lacked guidance, leading reps to miss crucial opportunities and losing potential customers.
THE SOLUTION: CONQUER
The financial provider embraced Conquer for inside sales. Immediate success followed as Conquer streamlined the inbound process, slashing wait times by 98.3%. Skill-based routing and a native CRM solution ensured prompt connections, reducing customer frustration. Conquer’s prioritized workflows revolutionized the sales process. It kept reps focused by providing step-by-step guidance within Salesforce, boosting productivity and alignment. Reps knew the optimal channels, messages, and timing for each prospect interaction.