Vonage Case Studies Inside Global Boosts Sales with Vonage's IoT Solutions

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	Inside Global Boosts Sales with Vonage's IoT Solutions Vonage

Inside Global Boosts Sales with Vonage's IoT Solutions

Vonage

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries	Buildings Cement
Applicable Functions	Sales & Marketing
Use Cases	Construction Management Time Sensitive Networking
Services	System Integration
Challenge	Inside Global, a company with a global network of over one million contacts, was facing a challenge in improving the outbound-calling effectiveness of its team of 60 agents. The previous contact center technology they were using did not integrate well with Salesforce, which was a critical part of their client relationship building systems. This lack of integration resulted in poor reporting, which hindered the company's ability to use data to improve targeting, customer experience, and sales success. Read More
About Customer	Inside Global is a leading tech brand that delivers intelligent client relationship building systems. They use data to improve targeting, customer experience, and sales success. With a global network of over one million contacts, Inside Global is a significant player in the tech industry. They have a team of 60 agents who are responsible for outbound calling. The company is on a fast growth trajectory, with plans to open new offices in the North of England and Europe in 2019, leading to a doubling in the number of agents. They have also recently expanded with a new office in Liverpool. Read More
Solution	Inside Global turned to Vonage Contact Center for Salesforce to address their challenge. This solution provided a fantastic integration with Salesforce, which was critical for Inside Global's operations. The implementation of Vonage Contact Center was swift and well-planned, leading to a massive improvement on the legacy system within months. The Vonage-Salesforce combo provided valuable insights into calling strategy, contact receptiveness, and outbound timing. It also improved reporting, with reports now available in real time covering numbers of calls made, how many calls connected, the nature of conversations, how many calls lead to meetings, and the best time to contact. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Buildings

Cement

Applicable Functions

Sales & Marketing

Use Cases

Construction Management

Time Sensitive Networking

Services

System Integration

Challenge

Inside Global, a company with a global network of over one million contacts, was facing a challenge in improving the outbound-calling effectiveness of its team of 60 agents. The previous contact center technology they were using did not integrate well with Salesforce, which was a critical part of their client relationship building systems. This lack of integration resulted in poor reporting, which hindered the company's ability to use data to improve targeting, customer experience, and sales success.

About Customer

Inside Global is a leading tech brand that delivers intelligent client relationship building systems. They use data to improve targeting, customer experience, and sales success. With a global network of over one million contacts, Inside Global is a significant player in the tech industry. They have a team of 60 agents who are responsible for outbound calling. The company is on a fast growth trajectory, with plans to open new offices in the North of England and Europe in 2019, leading to a doubling in the number of agents. They have also recently expanded with a new office in Liverpool.

Solution

Inside Global turned to Vonage Contact Center for Salesforce to address their challenge. This solution provided a fantastic integration with Salesforce, which was critical for Inside Global's operations. The implementation of Vonage Contact Center was swift and well-planned, leading to a massive improvement on the legacy system within months. The Vonage-Salesforce combo provided valuable insights into calling strategy, contact receptiveness, and outbound timing. It also improved reporting, with reports now available in real time covering numbers of calls made, how many calls connected, the nature of conversations, how many calls lead to meetings, and the best time to contact.

Impact #1	The implementation of Vonage Contact Center for Salesforce has led to several operational benefits for Inside Global. The quality of the sales team has improved as they can now train more effectively using instantly accessible call recordings. This has also increased employee engagement as agents can listen to their own calls straight away. The reliability of the Vonage and Salesforce infrastructure is much better than the legacy system, ensuring disaster recovery. If there are problems with the network infrastructure, Vonage can be switched across to a different service to ensure the Inside Global Sales team can continue to work for clients. The cloud-based nature of Vonage also facilitates the company's expansion plans.

Impact #1

The implementation of Vonage Contact Center for Salesforce has led to several operational benefits for Inside Global. The quality of the sales team has improved as they can now train more effectively using instantly accessible call recordings. This has also increased employee engagement as agents can listen to their own calls straight away. The reliability of the Vonage and Salesforce infrastructure is much better than the legacy system, ensuring disaster recovery. If there are problems with the network infrastructure, Vonage can be switched across to a different service to ensure the Inside Global Sales team can continue to work for clients. The cloud-based nature of Vonage also facilitates the company's expansion plans.

Benefit #1	11% uplift in call engagement
Benefit #2	10% increase in productivity in just two months
Benefit #3	100% savings on manual dialing due to click-to-call facility

Benefit #1

11% uplift in call engagement

Benefit #2

10% increase in productivity in just two months

Benefit #3

100% savings on manual dialing due to click-to-call facility

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Overview

Inside Global Boosts Sales with Vonage's IoT Solutions

Operational Impact

Quantitative Benefit