connecting for success: how i crm spotlight - tengointernet
DESCRIPTION
Marketing and support automation drives rapid growth with new and existing customers – see how fresh processes and smart integration choices allow this private network services provider to save thousands of dollars a month in outbound service calls, drive new demand, and scale business services to meet the customers’ needs. In this session, let TengoInternet’s experience start 'connecting you for success'.TRANSCRIPT
CONNECTING FOR SUCCESS
Dan Tronolone
Director of IT and Engineering
TengoInternet, Inc
@TengoInternet #SugarCon
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
3
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!
4
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
7
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
8
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
9
Empowered employees
10
“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
11
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
12