Transformed Sales Operation

Jonathan Gale

Platform Black claims it has transformed its sales operation with innovative cloud contact centre technology from NewVoiceMedia. The business deployed ContactWorld for Sales and Marketing to drive sales effectiveness and has traded over £70m in less than two years.

ContactWorld enables each Platform Black customer to call their designated account manager directly, whilst 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 can be easily created so that no lead is lost. This provides 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. They can dial contacts directly from the Salesforce1 Mobile App, maximising the wealth of historical data they hold on customers and prospects and vastly improving business efficiencies for the company’s field agents who need to contact and track communications on the move. Furthermore, automatic call logging ensures that interactions are captured for better call reporting, training and quality management.

Louise Beaumont, Chief Sales and Marketing Officer, Platform Black, comments, “With 10,000 inbound calls per annum and 25,000 outbound, ensuring service is as personalised and tailored as possible is crucial. 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. In less than two years, we’ve created a new financial services product and traded over £70m, which is an incredible achievement for Platform Black. The solution has completely transformed our sales business and will support our continued rapid growth”.

Jonathan Gale, CEO of NewVoiceMedia, says, “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. 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”.

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David Dungay

Editor - Comms Business Magazine