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Two Great Minds Think (and Work) Alike

By Rory J. Thompson, Web Editor

An old saying reminds us that a chain is only as strong as its weakest link, but the converse also works; Strong links make for a strong chain.

That analogy was proven true when cloud call center leader inContact was tasked with helping Workfront, a rapidly growing provider of cloud-based enterprise work management solutions to world-class companies, better its sales efforts.

Some background is in order: Workfront employs more than 500 people globally, including two call centers in the U.S. and the U.K.  Workfront’s call centers include the inbound team, which fields all requests driven by Workfront’s marketing activities, and the outbound team, tasked with cold calling prospects to generate qualified leads for the sales team.

Dan Bergstrom came aboard in 2012 as the company’s director of demand conversion, and saw some immediate problems.

“Back then, things were a bit like the Wild West,” he said. “Agents were manually logging all their activities, which was cumbersome, prone to error and impossible to validate. As a result, we had no reliable activity metrics to help us drive improvements – just ‘gut feel’ and guesstimates. We couldn’t address productivity issues until we addressed our visibility issues.”

After a search, Workfront selected inContact’s cloud contact center solution with built-in call recording and playback, robust reporting and an easy-to-use interface. Coupled with the inContact Agent for Salesforce, which seamlessly integrated with Workfront’s CRM platform, the company was ready to roll.

“We [had] outlined three key requirements for our solution,” Bergstrom noted. “First, it had to integrate easily with Salesforce. Second, it had to be cloud-based so we could run it in both call centers. Finally, it had to be so simple that our agents would adopt it.” And adopt it they did.

Call center agents quickly embraced the system’s simplicity and ease of use. One of the immediate benefits of inContact Agent for Salesforce was the visibility gained into call activities.

“I can see how many attempts we’re making, what activities we’re doing in what order, how long it’s taking us to qualify a lead, and even listen to what individual agents are saying to prospects,” Bergstrom says now. “Armed with this information, we can focus on becoming more efficient and more effective.”

Additionally, InContact’s automatic call recording is a tremendous tool that has helped Workfront dramatically increase the quality of leads generated. Workfront was able to increase lead conversion from 50 to 80 percent, and increase lead volume by 30 percent. All in all, it was a win-win.

The bottom line is that a company saw a need, reached out to the best possible partner, and together came up with a solution that worked for everyone. To read the complete story in-depth, click HERE.