Telecom Retail Sales Solution (Fortune 50 client)
Overview
Realtime Results provides outsourced sales and customer support solutions that provide
high-value and efficient costs. Online sales and billing system solutions are where
we cut our teeth, and our teams bring years of experience and expertise to these
types of challenges.
The Client
Our client was a Fortune 50 company that operates as a national telecom provider
with a large retail network (3000+ locations) and a diverse product offering (Phone,
Internet, Video).
The Challenge
As a result of an acquisition and merger, the client wanted to expand its ability
to sell its traditional products in a large number of new retail venues. The client
needed a solution quickly (in under two months) and did not have an in-house system
capable of coordinating the sales capture, order processing and commission and order
tracking and reporting.
For the company to enable its in-store sales reps to sell multiple new products
nationwide, the company would have had to train over 5,000 sales reps and give them
access to a complex series of legacy systems. A solution that was simply not viable.
Training the in-store reps on the legacy systems was simply not an option due to
the number and complexity of these systems. As well, the cost to provide store-level
access to the disparate systems was prohibitive.
The Solution
Realtime Results developed a custom designed, web-based application that provides
the client’s in-store sales agents the solution they need to sell this diverse product
set. The tool features an easy-to-use interface that allows for the capture and
submission of order information for six distinct product offerings. The tool is
highly customizable and is designed for future expansion and growth.
The unique online ordering solution allows for real time interaction between sales
reps and customers in the store and Realtime Results order processing agents working
from a Realtime Results call center. The system allows for order processing to occur
with the customer in the store and for confirmation pages to be generated that the
sales rep in the store shares with the customer.
The system provides multiple levels of access for administrative users down to end-users.
With these levels of access, the client can access total order history and see the
status of all submitted orders in real time by region, vendor and sales rep. Sales
reps in the store have access to all orders placed along with reports showing personal
commissions and sales activities. Order and reporting information can be formatted
and exported for use in external commission tools and reporting engines. The tool
also has built in systems to monitor and detect fraud and to provide a host of operational
efficiency measures.
In addition to developing the ordering tool, Realtime Results teams running in parallel
staffed and trained multiple dedicated teams of order processing agents who serve
as the order processing team and support agents for the retail network. These agents
serve the needs of more than 10,000 sales reps and dealer sales agents generating
sales activity nationwide.
The tool, the call center and the order processing teams were all put in place from
concept to project launch in less than 2 months. The project has grown exponentially
since launch and has helped the client to exceed their aggressive sales targets.