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Leveraging Your CRM for Sales Enablement - BrainSell Technologies - ContactCenterWorld.com Blog

Leveraging Your CRM for Sales Enablement

I’m a huge fan of technologies that live up to what they say they do.  When CRM first hit the market, early solutions provided a central location for sales activities and opportunity management, and a central database of client and prospect interactions (assuming CRM was actually being used! – a topic for another post).  

Today, many CRM products have expanded to include marketing automation and support desk capabilities (think SugarCRM, Dynamics 365, or Salesforce.com).  In addition, many add on products have been created to increase the depth and dimension of many CRM solutions.  

What’s In It For Me?

However valuable CRM can be, the piece that’s often overlooked is the WIFM - What’s In It For Me? – for salespeople (or for other users who are charged client touches). In the 25 years I’ve been doing this the biggest gap in every CRM solution is addressing what will make the salesperson more successful and yearning to use technology that doesn’t feel like it’s a management only tool for data collection.

While the intent of CRM is to make the company more effective, which it does if properly planned, CRM doesn’t always optimize the salesperson’s day in the life. A salesperson’s biggest gripe!  That is, until the Sales Engagement platforms hit the scene.

Sales Engagement Platforms 

Sales Engagement Platforms are not bleeding edge or brand new for that matter, but they are becoming increasingly relevant because of how sales processes have evolved and how the sales engagement technology is improving. So what is a Sales Engagement software?  What the heck does it do?  

A Sales Enablement Platform (SEP) is what ensures that every salesperson on your team is executing the right actions at the right time. Think of it as a system of action for sales. 

The two software platforms I’ve been studying are definitely not the only tools, but are, in my opinion, the top contenders: Outreach.io and Salesloft.com.

I find that these platforms are really for proactive companies who are interested in real organic growth and whom want to optimize their sales efforts by optimizing human capacity.

Salesloft’s, Sean Southworth, says that Salesloft “is a system of execution behind an organization’s go to market strategy.”

I like to compare SEPs to a superhero analogy. Superheroes have the strength of 20 men.  Okay – a little bit of an exaggeration, however what I have found is that a single SDR (sales development representative) with a good SEP can now do what three to five SDRs used to do via a manual step by step in CRM software.  This is because even with workflows, a standard CRM simply doesn’t do what a SEP does.

Moreover, a SEP is truly actionable for anyone in sales (SDRs, Account Executives, and Customer Success Managers), and can facilitate both sequencing (Outreach) and cadence (Salesloft) management – though whether you call it a sequence or a cadence it means the same thing. 

Benefits of Automating Aspects of Sales

If you don’t already know, a sequence is a series of steps that a SDR will take to find a prospect via an outbound campaign.  These steps could include email, calls, and social engagement.  A sequence is a multi-step plan that lasts over a period which is automated. Yes, automated! Meaning the salesperson is able to engage prospects without having to search and manually execute tasks. Because of automation, salespeople are now able to manage 200-500 prospects or clients each, versus a traditional model in which salespeople struggled to manage 100-200 prospects or clients each.

I asked Matt Suliga from Outreach to explain – beyond the automated sequencing – how else Outreach makes his day-to-day tasks easier:

“Not having to remember if I followed up on one of the 100 emails I might send in a day. Being able to start my day by calling/emailing the people who’ve engaged with me versus going down a list of tasks. Not having to go back and forth between meeting times, just having that baked into my email. Taking anything which I write more than twice and turning it into an organized template ready to be inserted, as needed, into any email – Those are the ones that made me go, holy shit my job is going to be so much less of a pain in the ass from a process standpoint, now I can focus on selling.”

This is exactly what SDR’s, AE’s and CSM’s are constantly looking for in their CRM solution, and without this capability user adoption for CRM is a challenge.

Some other quick highlights that a Sales Engagement Platform will provide:

  • Sales Dialers
  • Meeting and scheduling baked in
  • Insights on prospects
  • Machine learning
  • Team stats – nothing like a bit of competition
  • Recording calls for coaching

And more is coming, as AI develops. Imagine AI and machine learning to optimize emails based on best response rates. Or providing insights into who are the most likely prospects to buy your product based on contact profiles. Or BOTs that handle questions and scheduling so that humans can optimize selling time.  Superhero status!

Do Sales Enablement Platforms Replace CRM?

Does this replace CRM? Hell no! – Your CRM system provides more dimensions and is your central repository that will provide opportunity management, marketing automation (which is different than what sales engagement provides), customer support and sales operations. Use CRM as your go to for managing data from each business unit and one place to “go see” 360 degrees of a company or contact.

The two platforms I highlighted, Outreach and Salesloft, integrate with Salesforce, Dynamics is in the works and we at BrainSell have completed a SugarCRM integration. Integrating SEPs with your CRM will not only help your salespeople spend more time actually selling, but will clean up your prospect lists and help you find the right kinds of clients. 

I’ll leave you with a final SEP analogy from Matt Suliga:

Personal Analogy - When I think of selling today, I think of trying to make Lasagna without a recipe and adequate kitchen. I can have great cooking utensils, a variety of high-quality ingredients and through trial and error, figure things out. But if I want my Lasagna to be perfect every time, taste amazing on a consistent basis, and always impress my guests, then I need the best recipe and kitchen program to ensure those results happen, and I can scale my amazing Lasagna from feeding a handful of guests to a full-service restaurant. ~ Matt Suliga

Source: https://www.brainsell.net/blog/2020/01/leveraging-your-crm-for-sales-enablement/

Publish Date: January 8, 2020


2022 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

13.) 
Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants
 



View more from BrainSell Technologies

Recent Blog Posts:
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The Benefits of Migrating to Sugar Sell and ServeMarch 3, 2020
Salesforce vs. Sugar Sell: Is It Truly a David and Goliath Fight?February 25, 2020
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Which is a Better CRM: Salesforce vs. Sugar SellJanuary 29, 2020
Free CRM and Marketing Tools: Are They Really ‘Free?’January 27, 2020
Drift vs. Zendesk Answer Bot: Which One Does My Site Need?January 23, 2020
Leveraging Your CRM for Sales EnablementJanuary 8, 2020
[On-Demand Webinar] CRM Solution BlueprintDecember 11, 2019
[On-Demand Webinar] CRM Comparison: Salesforce vs. HubSpotOctober 8, 2019

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