Microsoft has a large telesales organization that spans multiple geographies and caters to mid market companies. One of the key challenges faced by the organization is how to drive complex application platform sales through telesales given the limitation of phone conversations and a broad coverage model.
The Audienz team addressed this challenge by first understanding the telesales operation in detail and mapping constraints and needs of telesales account teams. Based on this feedback, the team recommended the creation of a new telesales role with deeper expertise to drive more complex business discussions. The team also defined key sales scenarios suitable for telesales as well as training and processes to prepare different teams across multiple subsidiaries. Finally, Audienz supported the implementation by helping recruit, onboard and train the first group of SQL Server Telesales Specialists.
Given the initial success of the pilot, the program has since been launched in 18 subsidiaries with more than 20 TSS resources dedicated to the new sales motion. The TSS program is also being used as a best practice to enable partners to increase effectiveness of their telesales operations.
Results have shown:
- Closed opportunities where a TSS is engaged are 2x larger than opportunities closed without the support of a TSS
- Opportunities close faster: taking on average 59 days versus 129 days without a TSS
- Significant ROI on TSS investment
- Increase in SQL Server Premium revenue
- Outgrowing the market by 9%