A Fortune 1000 financial services provider grappled with severely low adoption of their prior sales enablement tool due to poor audio quality and ineffective issue resolution. This led to compliance risks as reps resorted to using personal phones, creating a visibility gap and potential PII liability. Poor call quality resulted in disconnected customers, abandoned calls, and lost business.
They urgently needed a top-tier telephony and service solution to turn the situation around for their sales organization.
Challenge 1: Inferior Call Quality & Poor Issue Resolution
The call quality from our client’s earlier tool was so poor that leads would hang up and frustrated agents ended
up using personal cell phones instead. Problems like latency, dropped calls, connection failures, and dead air
were commonplace, leading to customer dissatisfaction and lost leads. Inbound calls frequently crashed,
callers weren’t properly identified, transfers often dropped, and ultimately resulted in orphaned records lacking
proper data attribution.
The frequent issues faced by the sales team led to a high volume of support requests. However, the incumbent
vendor provided subpar communication and responsiveness, exacerbating the problem.
Challenge 2: No Activity Tracking & Compliance Risks
The previous solution’s failure to automatically log calls led to reps manually dialing out of frustration.
Furthermore, the use of personal devices for work led to PCI compliance issues and data problems, including
duplicate leads and lack of activity tracking. Fines from breaches in PCI compliance can range from $5,000 to
$100,000 per month, highlighting the severity and potential risk of this issue.
THE SOLUTION: CONQUER
With an enterprise-grade telephony network of tier one carriers, Conquer provided our client with the highest
available call quality. Because Conquer is native to Salesforce, all calls across both inbound and outbound
channels were tracked and logged directly to the CRM, ensuring accountability and data integrity. Perhaps
most importantly, Conquer’s outstanding partnership and world-class service stood out among vendors.
THE IMPACT:
Enhanced User Adoption, Efficiency, and Compliance
In the first year of using Conquer, our client achieved:
– 75% increase in user adoption
– 15x increase in sales operation efficiency
– 100% PCI compliance across all teams
Conquer’s successful resolution of key issues led to soaring user adoption. Additionally, since Conquer is
native to Salesforce, increased user adoption of Conquer also maximized the client’s CRM investment. With its
user-friendly interface and automated logging of all interactions, Conquer increased efficiency and ensured
accurate, compliant reporting across all channels.
“We want partners to work through our roadmap and strategy. Conquer is more of a partner than a software.
While stability is important during tough times, if you have the right partner, you can work through any
challenge by showing up and figuring out what can be done together.”
– Sales Enablement Manager
Ready to see how Conquer can partner with you? Schedule a demo today.
