“It’s more than a modern look. We’ve used Sales Cloud Lightning to change the overall sales experience.”
--Linsay Miller, Director of Sales Analysis & Data Governance
For over 40 years, Aspect Software has helped its clients improve their customer experience with contact center, self service, and workforce solutions. In Late 2015, they changed their sales methodology. The salespeople at Aspect are a team of storytellers. Rather than selling individual products, sales managers encouraged their reps to present complete solutions to their customers. They paint a vision for new prospects and figure out innovative ways to turn that vision into reality, creating a level of trust with their customers that's unmatched. They needed a tool that complemented this unique sales approach.
Aspect has been a Salesforce customer since 2003, since then, their user base has grown, and on a regular basis they would hear complaints that Salesforce looked archaic. Lots of people didn't love the way it looked or the way it worked. Aspect had been looking into Salesforce's Lightning Experience since they had first seen it at Dreamforce 2015.
With the recent change into their sales methodology, Aspect saw the potential in one of the key new features of Sales Cloud Lightning, Sales Path. Sales reps could use it as a guide for best practices and tips during a sales cycle. “Sales path was exactly what we needed right out of the box,” said Linsay Miller, Director of Sales Analysis & Data Governance. Everyone was excited about guided selling. People wouldn't have to worry about where to go for the next step. It was all right there on the page without custom work. The team's choice to transition to Sales Cloud Lightning was clear.
“Our users were looking for a refreshed look and feel, and Lightning brought that to the forefront.”
--Tony Ashby, Senior Manager, Front Office Solutions Delivery
Aspect's internal Salesforce team was strong enough that they didn't need to bring in any outside consultants to help deploy Lightning. They moved over 500 sales users and adjoining teams over to Sales Cloud Lightning. There is no longer a disconnect between their global sales teams. Now, they have a consistent defined sales process and according to a case study done in June 2017 by Nucleus Research, Aspect increased its close rates by 25 percent. “Moving to Lightning has enabled Aspect to drive greater visibility and productivity across its organization, from sales to management to customer support,” noted Rebecca Wetterman at Nucleus Research.
Admins instantly saw a huge increase in adoption. Lot's of people were using it, and management loved it. “Our users were looking for a refreshed look and feel, and Lightning brought that to the forefront,” stated Tony Ashby, Senior Manager, Front Office Solutions Delivery. Users were also delighted with the enhanced reporting capabilities such as the user friendly layout, they love the fact that there was less scrolling. “It’s more than a modern look. We’ve used Sales Cloud Lightning to change the overall sales experience,” Linsay Miller, Director of Sales Analysis & Data Governance. Aspect plans to move their entire org to Lightning by the end of 2017.
Want to learn more about Aspect Software's transformation with Salesforce. Check out the Nucleus study.