Probably no industry has been as affected by the mobile revolution as communications. Not only do providers need to continually adjust their offerings to address new devices and shifting technologies, but they also need to find smart ways to put mobile to work for themselves. Many are hamstrung by legacy systems that are slow and difficult to adapt, but Comcast—the communications giant—is using a mobile app built on Salesforce Platform to be more productive than ever before.
“Our processes were getting in the way of acquiring new customers,” explains Todd Goodbinder, Vice President of Sales for Comcast Business, which offers advanced voice, data, and video solutions for small business customers. The division’s paper-based systems required field reps to return to the office whenever they needed to generate new agreements or proposals. Every time a new service was launched, steps were added to an already lengthy sales process.
Using Salesforce Platform, the company developed an iPad app to show services and savings comparisons to customers, generate quotes and contracts, and capture e-signatures on the spot. Integration with Sales Cloud enables real-time data sharing so price, product, and customer information is always up to date. “We used to make customers wait 24 hours while we created a contract for their signature,” says Goodbinder. “Now our reps can do it on the spot.”
With the app—called SMB 360—reps can do a better job of communicating the benefits and cost savings of Comcast products to small businesses, reducing the number of repeat visits by 30 percent. “We can have a valid, signed contract after just one sales call,” Goodbinder explains. During the pilot reps were able to visit 11 percent more customers, generating an increase in overall sales of ten percent.
“Our salespeople can manage all aspect of their job from anywhere,” Goodbinder continues. “They use it all day long. Not only are they more productive but they can do a better job helping customers.”