Salesforce Maps Reduces Planning Time by 88% for Telecom Provider
As a result of implementing Salesforce Maps, VodafoneZiggo was able to decrease time spent on planning by 88%, increase daily customer visits by 11.5%, and increase visit check-ins in Salesforce by 200%, leading to greater Salesforce adoption, data accuracy, and overall field efficiency and productivity.
VodafoneZiggo is a leading Dutch company that provides fixed, mobile and integrated communication and entertainment services to consumers and businesses. As of March 31, 2019, VodafoneZiggo has 5 million mobile, nearly 4 million TV, over 3 million fixed broadband internet and 2.5 million fixed telephony subscriptions. VodafoneZiggo is a joint venture by Liberty Global, the largest international TV and broadband internet company, and Vodafone Group, one of the world’s largest telecommunication companies.
About Liberty Global
Liberty Global is the world’s largest international TV and broadband company, with operations in 10 European countries under the consumer brands Virgin Media, Unitymedia, Telenet and UPC. The company invest in the infrastructure and digital platforms that empower their customers to make the most of the video, internet and communications revolution. Liberty Global’s substantial scale and commitment to innovation enable them to develop market-leading products delivered through next-generation networks that connect 21 million customers subscribing to 45 million TV, broadband internet and telephony services. They also serve 6 million mobile subscribers.
Together with Vodafone Group, Liberty Global entered into a 50/50 Joint Venture to develop VodafoneZiggo, the most innovative provider of converged communications services, and bring full suite of market-leading TV, broadband, fixed-line and mobile products to the Netherlands. Originally operating under Liberty Global as part of a CRM Transformation project, the program grew with the Joint Venture agreement and led to inception at VodafoneZiggo. Together, with VodafoneZiggo, Liberty Global and Vodafone, as part of the CRM Transformation roadmap, chose Salesforce Maps as the best technology partner to mobilize their door-to-door teams and build future growth.
VodafoneZiggo was looking to tackle a few challenges: 1) Field productivity and efficiency 2) Large territory management, and 3) Overall Salesforce adoption throughout the organization.
Field Productivity, Efficiency, and Management
Using a door-to-door model, VodafoneZiggo realised Sales Agents reps in the field were losing valuable time searching for data, finding their visits, logging administrative tasks, and more. VodafoneZiggo needed a way for sales reps to access and utilise valuable Salesforce data while in the field.
VodafoneZiggo manages approximately 150 field reps across The Netherlands - a number that grows every day. Without the right tools capturing performance data, managing such a large field team is nearly impossible.
Large Territory Transparency
VodafoneZiggo regularly needs to shift lead or account assignments to new reps in the field to increase efficiencies for their door-to-door sales model. Realising the extra time spent distributing leads to their specific reps using reports within Salesforce, which hindered field reps from executing, they began searching for a solution with large batch reassignment capabilities based on where the leads or accounts were specifically located on a map-based interface.
Our reps really struggled with using Salesforce in the field. They move from door-to-door quickly, and searching for the information they needed was proving to be cumbersome for them. They sometimes have up to 80 visits every day and it was hard for them to register their visit, log the outcome of the visit, or find more leads in the Salesforce environment. VodafoneZiggo knew they needed to find a solution that automated many of the administrative task requirements that were a barrier to Salesforce adoption. Only then could they really drive Salesforce adoption.
Why Salesforce Maps?
VodafoneZiggo wanted to provide their employees with a tool that would enable them to visit more customers, automate processes and focus on selling, instead of time-consuming administrative tasks, while being an easy-to-use, intuitive solution that also integrated seamlessly with Salesforce. As this was a new undertaking for VodafoneZiggo, they also wanted a partner that was willing to work closely with them to develop functionalities.
Upon finding Salesforce Maps, VodafoneZiggo worked with the company to perform a Pilot Program to give sales reps a way to see all of their customers visits that day, as quickly and efficiently as possible. They tested two teams - one with Salesforce Maps and one without Salesforce Maps, each visiting the same number of leads with the same ground to cover - in order to gain good insight into which solutions was more optimized for their needs.
With Salesforce Maps, Partner Managers are able to clearly visualise leads that have been provided by marketing, assign those leads quickly and efficiently to the Sales Reps based on location, and reduce the overall time spent managing this process. Additionally, VodafoneZiggo Partner Managers can easily visualise where leads are on a map in order to see density within postal codes, and make decisions on the number of field reps needed for each zone in order to efficiently visit each lead.
As a result of implementing Salesforce Maps Pilot, Partner Managers were able to decrease the time spent on administrative tasks, including assigning leads, by 88%. On top of this, Sales Reps were able to improve the amount of customer visits per day by 11.5%, and visit registrations (or check-ins) have increased by 200%, leading to greater Salesforce adoption, data accuracy, and overall field efficiency and productivity.
Importantly, the team is able to provide an overall better customer experience. The Sales team is able to complete a sale from the initial conversation, to an actual order at the door of the customer. Salesforce Maps, as well as other solutions used for document and invoice management, seamlessly sits inside Salesforce and easily automates administrative tasks, like visit registration (check-in). With less time spent on admin and documentation, reps are able to focus on the conversations they’re having with their customers.