CONNECTING FOR SUCCESS

Dan Tronolone

Director of IT and Engineering

TengoInternet, Inc

@TengoInternet #SugarCon

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TengoInternet

• North America’s largest provider of high-speed wireless internet solutions for the outdoor hospitality industry.

• Customers: private state parks, rv parks, campgrounds, and oil and gas housing units – providing access for guests & employees

• Launched Sugar: 2010• Partner: Epicom

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Why did we need CRM?

• To manage both sales and support processes via a single platform to optimize data collection and identify trends

• To enable faster and more accurate customer response through process automation

• To increase revenue predictability through accurate sales forecasting

• Alleviate mundane tasks and make our team HAPPIER!

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i CRM TO…

“…empower our employees.”

Implementation

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Implementation

• Automated weekly reports for customers:– Number of users– Data usage– Network uptime– First time new users

• Automatic outage notifications: “Whack-a- Mole”– Twilio powered Phone/SMS/Email notifications– Provides pre-recorded next steps to resolve specific

outage

• CEO Connect monthly newsletter

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Integrations

• Quickbooks - Work orders, profitability• Twilio - Automated outage notifications• MeshView – Network monitoring dashboard• EchoSign – Contracts, dispatch approval• Inbox25 – Drip marketing, web analytics• Zip2Tax – Automated tax rate lookup• Custom google maps based network design tool

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Impact

• Flexibility allows business processes to be derived naturally, not tools dictating processes

• 20% YOY revenue growth since implementation• $10,000 per month savings automating outbound

calls• Won back 30 hours/week avoiding double data

entry on maintenance orders• Automation cut sales data input time by 25%• Customer profitability analysis $100,000/yr

savings

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Empowered employees

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“People are using their skills better and that gives them a better work life. They can focus on the important things because we have automated the simple things.”

Moving Forward

• Expand Marketing Automation– More customer touches through many different

channels

• Encourage 360-degree customer view – Full expansion to accounting team– More financial data

• Improve reports-based analytics– Answer the business questions

• Customer Portal for Visibility– Real time transparent view for customers

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Connecting Ideas

• Remove the burden from your team – automate manual processes

• Provide visibility and transparency to all• Use reports to solve business challenges• One system to rule them all• Engage your customers on their turf

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THANK YOU