Category Archives: Telephone Account Management


Case Studies

Royal Mail B2B Sales

CPM UK Driving Revenue by Sourcing, Identifying and Closing Opportunities with Both Existing and Prospect Customers

The challenge
    CPM UK CPM have delivered B2B sales in the SME market for Royal Mail since 2008. The structure includes 3 key business streams:

  • Proactive New Business
  • Territory Account Management
  • Reactive New Business Lead Response

The common objective across all of our teams is to grow revenues across all Royal Mail products, including domestic and international solutions in a highly competitive market.

Client Objectives:

Our vision is to be recognised as the best delivery company in the UK and Europe.

Our three-part strategy – centred on parcels, letters and customer - aims to deliver this, whilst generating sustainable shareholder value, and supporting the continued provision of the Universal Service.

We are focussing on our core business. We’re also finding new ways to grow in those strategic areas – parcels, letters, customers

Our Solution
    The activity is delivered from our high performance sales Contact Centre in Warrington and utilises a high calibre sales team of 50 professionals along with a fully dedicated management structure.

  • Proactive New Business – Our Business Development Managers create and close opportunities to generate new revenue sources. This is a sophisticated, consultative sell requiring an in depth understanding of the customer’s needs and close pipeline management. The team work in close partnership with the Royal Mail field teams to secure the sale where appropriate. This collaboration has secured deal values as high as £2million.
  • Account Management - Maintaining and growing revenue by building excellent relationships and really understanding existing Customers businesses. Proactively protecting a portfolio of Customers from competition threat. CPM manage an overall Customer base of over £200m in value.
  • Reactive New Business Lead Response – Responding quickly to prospect enquiries to understand their needs, match them to the right product/service and encourage them to become a new Royal Mail Customer. This team are also aim to provide a fantastic first impression of the Royal Mail brand.

Results

  • CPM have delivered over £280m of new sales revenue since 2008.
  • Average delivery against Royal Mail stretching targets exceed 110% year on year.
  • Driven improved ROI from £7:1 to over £12:£1.
  • Created an in depth sales pipeline management system & performance management “Plan for Success” programme, both now adopted by client’s in-house sales team

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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 inside 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.

Contact us today for more information

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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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