Category Archives: Telephone Account Management


Case Studies

Eir

CPM Ireland manage eir SMB Inside Sales Team

The challenge
  • Customer acquisition for eir business providing fixed line, mobile, Broadband and Wi-Fi to SMB customers.
  • CPM’s field sales team support new customer acquisition through the provision of Sales Management, Digital Executives and Lead Generation Executives.
  • CPM also provides account management services for a portion of high value SMB customers.

Our Solution
  • CPM provide an outsourced telephone account management team of 10 full time permanent sales professionals dedicated to Inside Sales for eir.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our client in the eir SMB business channel.

Results

  • Digital Executives increased Sales volumes by 200% compared to previous outsourced partner.
  • Lead Generators cost 57% of a Field sales resource and have improved the channels sales performance by 12% by having quality appointments set for the field teams.
  • Each Telephone Account Managers proactively manages a base of 400 SMB accounts along with dealing with inbound care queries and upsells to both groups of customers.

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Case Studies
MarketStar

Sales, Telephone Account Management
The challenge

We are the Scale Software Alliances Team part of the Software and Services Group at one of the biggest IT companies worldwide.
Our role is to provide software and solution development companies with the resources necessary to help them in the development endeavours resulting in revenue generation for both parties.Telephone Account Managers have to be technically, sales and marketing savvy – able to switch from advising on optimum development code to negotiating partner benefits for their accounts.

Our Solution
  • CPM provides a team of 20 multi-lingual Enabling Managers providing telephone, email and face-to-face Account Management & Inside Sales service to software development companies.
  • We do this by
    • Providing the accounts with the technical disclosures and engineering resources to define, build, test and deploy their software solutions for the Architecture and Hardware Platforms.
    • Guiding the accounts through the testing of their software and solutions at various stages of development.
    • Ensuring access to sourced marketing benefits, such as promotions, white papers, webinars, events participation.

Results

We are part of a global team for spanning 5 GEO areas. Since the team is based in Barcelona we constantly delivered at or above expectations on goals, demonstrating a quick adaptability to a challenging business environment. In FY 2016 the EMEA team exited the year with a performance at over 300% of the cumulated goals.

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Case Studies
Agilent Technologies

Sales, Telephone Account Management
The challenge

To create opportunities and generate increased sales revenue for the Service and Support Division (SSD), after sales division (maintenance and warranty mainly), communicating directly with the end-user and closing the sales cycle (Germany, France, Benelux, Spain, UK, Italy, Denmark, Sweden, Finland and Russia).

Our Solution
  • CPM Barcelona has 15 dedicated Telesales & Telephone Account Management Consultants covering 10 countries in the EMEA region.
  • 10 Telesales Consultants manage Agilent’s Deal-Trade business (Germany, France, Benelux, Spain, UK, Italy, Denmark, Sweden and Finland). The team receives repairing quotes already sent to the clients, analyse them, and offer special offers to transform them into maintenance contracts.
  • 3 Telesales agents are part of Agilent’s transactional team. This team manages specific accounts within a region or territory, selling contracts and other services to the clients.
  • 1 Telesales agent is managing Agilent’s educational business in Russia, selling seminars to potential clients.
  • 1 Telephone Account Manager is offering sales support to Agilent’s Key Accounts, helping the On-Site Sales team to increase revenues from these specific accounts.

Results

CPM generated a sales volume of 18M $ during the first half of Agilent’s fiscal year 2017 (November 2016-April 2017).

This project creates a ROI of 37 (37 € sales generated for every 1 € invested in the CPM team).

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