Case Studies Using Better Visibility to Make Better Decisions inContact Boosts Forecast Accuracy

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	Using Better Visibility to Make Better Decisions inContact Boosts Forecast Accuracy

Using Better Visibility to Make Better Decisions inContact Boosts Forecast Accuracy

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Software
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Demand Planning & Forecasting Predictive Replenishment
Services	Software Design & Engineering Services System Integration
Challenge	inContact faced several business challenges that hindered their decision-making capabilities. Firstly, Salesforce could not provide trending and comparison of pipeline status over time, which is crucial for understanding the dynamics of their sales pipeline. Additionally, they needed to provide detailed insights behind 'What’s Changed' and trends to make better decisions. Another significant challenge was the inability to report across custom objects in Salesforce and produce unified reports across multiple data sets. This lack of comprehensive reporting made it difficult for inContact to have a holistic view of their sales performance and trends. Read More
About Customer	inContact, Inc. is a leading provider of on-demand customer contact center platforms, serving approximately 600 contact centers globally. The company specializes in delivering solutions that enhance customer interactions and improve operational efficiency. With a strong focus on innovation and customer satisfaction, inContact has established itself as a key player in the contact center industry. Their platform is designed to provide seamless and efficient customer service experiences, leveraging advanced technologies to meet the evolving needs of their clients. inContact's commitment to excellence and continuous improvement has made them a trusted partner for contact centers worldwide. Read More
Solution	To address these challenges, inContact implemented a suite of C9 solutions. They utilized C9 Active Pipeline Reports combined with custom reports from C9 Report Builder and C9 Dashboard Administrator. This combination allowed them to generate detailed and comprehensive reports that provided insights into pipeline trends and changes. Additionally, they employed the C9 Active Pipeline Watch List for key deals, enabling them to monitor and manage important sales opportunities more effectively. These solutions provided inContact with the tools they needed to gain better visibility into their sales pipeline and make informed decisions based on accurate and up-to-date information. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Software

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Demand Planning & Forecasting

Predictive Replenishment

Services

Software Design & Engineering Services

System Integration

Challenge

inContact faced several business challenges that hindered their decision-making capabilities. Firstly, Salesforce could not provide trending and comparison of pipeline status over time, which is crucial for understanding the dynamics of their sales pipeline. Additionally, they needed to provide detailed insights behind 'What’s Changed' and trends to make better decisions. Another significant challenge was the inability to report across custom objects in Salesforce and produce unified reports across multiple data sets. This lack of comprehensive reporting made it difficult for inContact to have a holistic view of their sales performance and trends.

About Customer

inContact, Inc. is a leading provider of on-demand customer contact center platforms, serving approximately 600 contact centers globally. The company specializes in delivering solutions that enhance customer interactions and improve operational efficiency. With a strong focus on innovation and customer satisfaction, inContact has established itself as a key player in the contact center industry. Their platform is designed to provide seamless and efficient customer service experiences, leveraging advanced technologies to meet the evolving needs of their clients. inContact's commitment to excellence and continuous improvement has made them a trusted partner for contact centers worldwide.

Solution

To address these challenges, inContact implemented a suite of C9 solutions. They utilized C9 Active Pipeline Reports combined with custom reports from C9 Report Builder and C9 Dashboard Administrator. This combination allowed them to generate detailed and comprehensive reports that provided insights into pipeline trends and changes. Additionally, they employed the C9 Active Pipeline Watch List for key deals, enabling them to monitor and manage important sales opportunities more effectively. These solutions provided inContact with the tools they needed to gain better visibility into their sales pipeline and make informed decisions based on accurate and up-to-date information.

Impact #1	Increased forecast accuracy by 60%, providing sales management with a clear, visual representation of 'What’s Changed' information to support decisive action.
Impact #2	Automated and consistent reports across roles and management teams, ensuring one version of the truth and eliminating discrepancies in data interpretation.
Impact #3	Significantly reduced reporting time, equivalent to the workload of one full-time analyst, allowing the team to focus on more strategic tasks.

Impact #1

Increased forecast accuracy by 60%, providing sales management with a clear, visual representation of 'What’s Changed' information to support decisive action.

Impact #2

Automated and consistent reports across roles and management teams, ensuring one version of the truth and eliminating discrepancies in data interpretation.

Impact #3

Significantly reduced reporting time, equivalent to the workload of one full-time analyst, allowing the team to focus on more strategic tasks.

Benefit #1	Increased forecast accuracy by 60%.
Benefit #2	Reduced reporting time equivalent to one full-time analyst.

Benefit #1

Increased forecast accuracy by 60%.

Benefit #2

Reduced reporting time equivalent to one full-time analyst.

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Overview

Using Better Visibility to Make Better Decisions inContact Boosts Forecast Accuracy

Operational Impact

Quantitative Benefit