Case Study: Platform Black Transforms Sales Operation

Platform Black has transformed its sales operation with cloud technology from NewVoiceMedia.

The solution

The business deployed ContactWorld for Sales and Marketing to drive sales effectiveness.

Platform Black benefits from real-time dashboards and historical data, providing visibility and tracking of individual activities, while call recording gives insight into performance.

The solution also enables each customer to call their designated account manager directly, while the sales master call queue is used for general enquiries and new customers before they are assigned an account manager.

With ‘click-to-dial’, staff can also dial directly from a calling list in Salesforce – simplifying the process and reducing the chance of misdialling.

Customer records are then automatically updated, meaning there is a complete history of interactions as well as a clear audit trail. Follow-up activities also be created so that no lead is lost, providing one view of the customer across all departments.

As a true cloud solution, sales agents are able to connect with customers and prospects from any location. Furthermore, automatic call logging ensures that interactions are captured for better call reporting, training and quality management.

The results

“With 10,000 inbound calls per annum and 25,000 outbound, ensuring service is as personalised and tailored as possible is crucial,” said Louise Beaumont, Chief Sales and Marketing Officer at Platform Black. “ContactWorld offers us complete visibility of all customer interactions, provides fantastic reporting and we’re able to communicate in a way that’s appropriate to each customer or prospect. The solution has completely transformed our sales business and will support our continued rapid growth.”

“We are delighted that ContactWorld for Sales and Marketing is helping Platform Black further strengthen its leading position in the market, as the company, its customers and prospects, have recognised such significant benefits from the solution,” said Jonathan Gale, CEO of NewVoiceMedia. “Our integration capabilities and scalable true cloud technology will support Platform Black’s vision for sales and marketing success as the business continues to grow.”

For more information about NewVoiceMedia, visit their website.