Focus + Process = Results…REALLY GOOD RESULTS!

Focus + Process = Results…REALLY GOOD RESULTS!

Case Studies, Other, Sales/Customer Service/Support
How could Pets Best’s sales team extract more revenue from their leads? Background Pets Best is one of the top medical insurers for dogs and cats in the United States. They are known for their wide assortment of insurance plans which means that they are likely to have a good fit for nearly every pet and pet owner’s situation. The Challenge While having such a diverse product offering seemed to be a competitive advantage, it also created a bit of a challenge as it could create confusion for the customer and bog down the sales process if the sales team had to review the many options when speaking with prospective customers. In addition, the sales team hadn’t really been exposed to a comprehensive sales training program. Management had done their…
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Boosting the Bottom Line by Increasing Conversion on Sales Calls

Boosting the Bottom Line by Increasing Conversion on Sales Calls

Case Studies, Sales/Customer Service/Support
How could Trupanion drive an increase in conversion of inbound sales calls? Background Trupanion, the second largest and fastest growing medical insurer for cats and dogs in the United States, was looking to convert more sales from the calls being handled by its inbound sales team. The Challenge The challenge was twofold. Trupanion’s sales team was made up of individuals with varying degrees of sales experience and the company was desirous of polishing their efforts. In addition, Trupanion wanted to augment the onboarding training new sales team hires received which had been focused on training about the company and its insurance products but was light when it came to selling those products. As the company continued to expand the team to support its growth requirements the need for a more…
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Sales/Customer Service/Support – Millennials can Sell, Too!

Sales/Customer Service/Support – Millennials can Sell, Too!

Case Studies, Sales/Customer Service/Support
How could evo drive a huge increase in sales performance among its non-commissioned customer service team made up mostly of twenty-somethings? Background evo, a national e-commerce leader among outdoor and action sports retailers is well-known among skiers, skaters, boarders, bikers and more for the great product information they offer on their website and through their customer service team. To complete the package they have a vast selection, extremely competitive pricing and offer compelling adventure travel vacations and packages. The Challenge When it comes to hiring, evo values interest in action sports and product knowledge over sales acumen in order to deliver the evo-style customer experience it has built its business around. That said, management couldn’t help but feel that there were opportunities to improve the sales being generated from inquiries…
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Sales/Customer Service/Support – Using Customer Service Training to Differentiate Your Business

Sales/Customer Service/Support – Using Customer Service Training to Differentiate Your Business

Case Studies, Sales/Customer Service/Support
How could Pacific Medical Centers significantly improve the ability of their personnel to deliver an excellent customer experience Background Pacific Medical Centers, a health care organization with nine clinics in the Puget Sound area was looking for ways to differentiate themselves from their ever increasing competition. While they understood that their customers expected to get good care from the providers they were seeing, Pacific Medical Centers wanted to take this a step further and ensure a positive experience from the time their customer pulled into the parking lot until they left the clinic. The Challenge With so many different potential touch points and interaction scenarios involved with a typical customer visit, Pacific Medical Centers found it difficult to find a training program that could adequately address the needs of all…
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Sales/Customer Service/Support – Three Steps to Doubling Effectiveness

Sales/Customer Service/Support – Three Steps to Doubling Effectiveness

Case Studies, Sales/Customer Service/Support
How could this client and its customer service outsource provider, Interact Services, Inc., dramatically increase the sales retention rate of its media membership? Background Interact Services, a leading contact center outsource provider, wanted to help its largest client increase its sales retention rate. This client, a large publicly traded software company headquartered in the Seattle area, is the global leader in Internet media delivery. Their most recent software and service membership is used by more people to experience audio and video content than any other software. The Challenge How could this client and its customer service outsource provider, Interact Services, Inc., dramatically increase the sales retention rate of its media membership? The Solution Real Marketing Solutions partners were brought in to increase the effective skills of the Interact customer service…
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Sales/Customer Service/Support – Increasing Revenue Per Call by 50%

Sales/Customer Service/Support – Increasing Revenue Per Call by 50%

Case Studies, Sales/Customer Service/Support
How could Adobe Systems take a group that had previously concentrated solely on customer service and get them to increase their focus on sales? Background Adobe Systems, one of the world's largest PC software companies, wanted to extract more revenue from the calls coming to its customer service group. The Challenge Take a group that had previously concentrated solely on customer service and get them to increase their focus on sales. The Solution Real Marketing Solutions Partners developed and implemented tactical sales training and incentive programs that gave the customer service agents the strategies, tactics, confidence and impetus they needed to increase their close rates and revenue per call. And they did it while maintaining the high level of customer satisfaction that Adobe has become known for. Step One: Call Review…
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Sales/Customer Service/Support – Tripling Support Contract Customer Base

Sales/Customer Service/Support – Tripling Support Contract Customer Base

Case Studies, Sales/Customer Service/Support
How could Adobe Systems significantly increase the sales of support contracts when most of its customers were unaware that these programs existed? Background Adobe Systems, one of the world's largest PC software companies, had achieved a very high penetration rate among creative professionals for their industry-standard design tools such as Photoshop and Illustrator. Due to this, it was increasingly difficult for Adobe to maintain the consistent revenue growth they were looking for as a company. The Challenge One area that Adobe identified to help fuel this additional growth was the sales of support contracts. However, this was a place that Adobe hadn't really concentrated on in the past and most Adobe customers were unaware that these programs existed. The Solution Real Marketing Solutions partners participated in the development of a new…
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