Inside Sales

Case Study:Cloud Computing Company

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In modern sales, “the funnel” is a misnomer. The traditional model by which businesses foster and grow customer relationships is no longer linear. With a diverse array of potential touch points, educational resources and long-term possibilities, best-in-class sales strategies would be best represented by a limitless double-helix.

The ever-extending customer lifecycle means that today, building a community of customers-for-life is well within reach. But, it relies significantly on thinking beyond a single transaction. Consider:

» 77% of buyers agree that purchasing has become very complex and difficult (Gartner)

» 83% of B2B buyers say personalization is key to decision-making (Salesforce)

» 86% of buyers are willing to pay more for a great customer experience (PwC)

Furthermore:

» 33% of customers who abandoned a business relationship last year did so because personalization was lacking (Accenture)

» 33% of customers would leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions (PwC)

For businesses to win, retain and grow meaningful customer relationships, sales organizations need to operate as an invaluable partner resource to prospects and existing clients.

OVERVIEW

Sales leaders that can ingrain themselves in the culture and unique needs of customers can deliver a perfectly tailored solution.

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ENTER: SERVICESOURCE INSIDE SALES

ServiceSource Inside Sales combines best-in-class data-driven insights, finely-tuned processes and expert professionals to turn the unpredictable art of selling into a reliable science. ServiceSource provides a rock-solid foundation for a scalable sales strategy that puts relationships first. This approach leads to not only increased revenue, customer acquisition rates and resource efficiency, but deeply personalized – and enjoyable – sales experiences for your future brand advocates.

As an insights-first sales engine, ServiceSource Inside Sales eliminates guesswork by generating comprehensive reports designed to monitor critical metrics and readiness indicators such as conversation rates by geography, lead quality, lead source influence on outcome and historical pipeline trends for large corporations in SaaS, security, hardware, among others.

Further capabilities include:

» Online Store Front Quote-to-Cash » Nurturing & Customer Success Management » Digital Expansion » Renewals

Increased Revenue

CustomerAquisition Rates

ResourceEfficiency

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Since 2017, ServiceSource has partnered with a leading cloud computing company valued at over $10B in revenue.

Challenges

Experimentation and innovation have long been part of the cloud computing company’s DNA – reworking puzzle pieces to expand their presence, increase revenues and win new customer relationships. While this approach had been effective in driving the total number of transactions, particularly within its SMB target segment, there was a stark gap in converting those individual transactions into long-term revenue streams.

Where were there avenues to mine new opportunities out of existing customer relationships? Furthermore, how could it take its existing cache of customer data and use that to fuel the sales cycle even further? The cloud computing company needed a sales engine that took a holistic approach, mapping transactions and conversions directly to long-term revenue. Ideally, one that could aggregate fragmented data streams into a single incubator for experimentation and ultimately, scalable deployment across market segments.

CLOUD COMPUTING COMPANY CASE STUDY

“While ServiceSource was able to meet our core requirements and specifications, it was the culture factor that really brought it home. We saw ourselves in their data and relationship-first approach, and that alignment would be critical for communicating and advocating for the value of our business.”

– Sales Strategy and Operations Lead

Solutions

In 2017, the cloud computing company issued an RFP to identify potential new vendors for their Inside Sales ecosystem. After a period of review, testing capabilities, sales philosophies and data-driven processes, the company chose ServiceSource to take a new role within the company’s SMB market strategy, with an emphasis on the end-to-end, continuous sales journey.

Results

After an early ramp and integration period, ServiceSource teams across three continents, including sales representatives, technology architects, analysts and managers began targeting the core SMB segment, ranging from accounts between $10,000 and $60,000 with the goal of increasing the sales pipeline volume, reducing the time spent within the pipeline, conversion rates, customer satisfaction and long-term revenue generation.

As the ServiceSource team began to deliver results, including exceeding 138% of initial revenue targets and increasing deal closure rates by 55%, the company entrusted the ServiceSource with greater oversight of their SMB segment, instituting new standardization processes, including persona categorization, enabling ServiceSource to glean even more insight from the performance of their teams and grow potential opportunities.

“We understood early that the company was looking for scale. Yes, the short-term need was billings and revenue, but under the right circumstances, success can beget success. Through our first-hand knowledge of the business and our data-driven processes, we were able to provide a sandbox for our partners to map not only their SMB strategy, but tactics that they could take with them to mid-market and enterprise as well.”

– Grant Clarke, Senior Vice President, Global Sales Operations, Service Source.

ServiceSource has a dedicated team of 63 people globally for the cloud computing company. The partnership continues to grow and evolve their footprint in the SMB market.

“ServiceSource has been a proactive and reliable partner that focuses on the success of the business and the wellbeing of their employees.” – Sales Strategy and Operations Lead

CLOUD COMPUTING COMPANY CASE STUDY

Contact us:www.servicesource.com855-267-9190contactus@servicesource.com

55%Reduced Sales Cycle

138%Exceeded Pipeline

$1.2M Created New Revenuefrom Cross-Sell