How PayPal Unifies Teams & Systems for Better Customer Experiences
Learn the six ways PayPal uses data to create a 360-degree view of its customers.
Table of Contents
1.Unite teams with a single view of the customer to deliver connected customer experiences.
Previously, if PayPal merchants were interested in an additional PayPal product, they had to speak to a different representative for each product. With each new conversation, PayPal team members entered details in separate systems, preventing them from getting a clear picture of the customer’s overall history or product use with the company.
To streamline this experience, PayPal unified sales, service, and customer success teams to work together with a 360-degree view of all the customers’ interactions with the company, so teams can show up as one company, not a patchwork of separate entities. Team members are armed with the right information to recommend a solution, fit for every business need, making it easier to support and engage customers with context and relevance.
“Having a single source of truth allows our employees, to have the knowledge and data [they need] at their fingertips,” said Dan Torunian, Vice President, Employee Technology & Experiences and Data Centers.
2. Scale up sales processes by unifying data on one CRM.
3. Automate the sales cycle to speed up revenue growth.
By leveraging automation, scoring, and analytics across its entire sales cycle, PayPal has freed up time for team members to focus on selling and closing deals faster. Automation shortened sales cycles and simplified quoting processes, allowing the company to realise revenue sooner.
“One of the biggest challenges when we were engaging with customers was to line up all the things we needed to organise internally,” said Frank Keller, PayPal’s Senior Vice President, Consumer In-Store and Digital Commerce. “It often took a long time to get an offer out or adjust it when negotiating with a customer. Now, through automation and greater predictability, we’re able to close deals much quicker than before.”
Having a single view of the customer gives sales team members the information and insights they need to not only act as a trusted advisor but create personalised experiences at every buying touchpoint. It also helps team members to upsell and cross-sell more effectively.
Consolidated technology also gives leadership the tools needed for more accurate forecasting, allowing them to make better business decisions and continually improve sales processes.