When an employee wishes to find the right connection point, LinksWithin performs a real-time search of your organization’s social network, which is created and maintained in TrustVault. This social network is created by analyzing just the communication logs of an organization – interactions between internal staff and with external people - thus building a ‘social graph’. The strength of every relationship is also measured and updated with every new interaction, enabling important decisions to be made using truly objective data. Message content is never analyzed. LinksWithin displays the ten strongest relationships that exist between the target and your internal colleagues. It reveals the best path for each individual to their prospects and the best chance of a successful connection.
CUSTOMER INTERACTION 360
Too often, customer service reps and account managers do not have the latest information or context on what has been going on. Resulting in unproductive meetings, lost opportunities, and low renewal rates. With the TrustSphere Latest Messages dashlet, always stay up-to-date on what the latest interactions have been.
One problem that constantly hinders the building of exceptional customer relationships is staff turnover. When your own colleagues and employees leave your organization, customer relationships need special care and attention. And new staff needs to be rapidly on boarded to get productive faster. With the TrustSphere Handover Report, we can get a list of relationships that a leaving or transitioning team member has with customers; regardless of whether this relationship existed in Sugar or not. The algorithms do the difficult work for you by stacking up the relationships based on relationships strengths and recency of communication.
There is a lot of missing data – especially relationship data that undermines the effectiveness of CRMs. A lot of this data has to be inputted manually by customer facing reps. This dashlet shows all the relationships that exist with an account but have not been entered into Sugar.
REPLACE COLD CALLS WITH WARM INTRODUCTIONS
By accurately identifying the people within your organization who already have a strong relationship with an external party, teams can work together in a more coordinated and effective way. Cold calling becomes a thing of the past as teams systematically capitalize upon company-wide relationships. While social networking sites are great at telling you who might be “connected”, they are less effective at telling you who has an actual “relationship”. LinksWithin replaces the small chance of stumbling upon the right person in your organization who can make the introduction with empirical data that helps the seller quickly navigate the best path to the contact. All this happens instantly via a simple search.
NEVER BE BLINDSIDED AGAIN
When was your customer last contacted and by whom? What was the context of this interaction? TrustSphere plugs the gap so that Relationship Managers are never blindsided, ensuring a coordinated corporate customer dialogue. View the last time someone emailed your prospect, customer or partner. Connect overlay sales teams in an intelligent way, to give account owners visibility over all interactions with clients. The best part – the information you see is automatically populated from Corporate communication logs. So you are not relying on patchy and inconsistent CRM data.
PREVENTING REVENUE LEAKAGE & IMPROVING RENEWAL RATES
Renewals are often neglected because the sales teams is busy finding new clients and forgets about existing customers until it’s too late. Studies show that one of the primary causes of customer defection is being neglected by a vendor. TrustSphere provides clear visibility over the status of each account, answering questions like; Are we connecting with the customer? Are they responsive to us? Do we need to try something new to engage a prospect? Relationship Analytics lets you identify and pre-empt potential problems, so that you deal with them before it’s too late!
ACCELERATE ONBOARDING BY IMPROVING SALES HANDOVERS
The typical sales organization loses around 25% of its team every year. Staff turnover can cause disruption to customers and impact client retention. Providing relationship data from across the organization to a new account executive is priceless. It allows the new sales employee to gain an awareness of all the key decision-makers inside your company, and tells them who is interacting with customers and prospects.
Sales Manager are also able to transition a departing Sales Rep’s key relationships to their replacement, thus ensuring a smoother transition and decreased disruption for the customer. This ability to pass on relationship information typically improves the time-to-productivity of new reps from three months to just one month for our customers!
ENABLING REAL-TIME INTERVENTION FOR ACCOUNTS “AT RISK”
Forecasting is part art, part science! The opportunity-cost of delaying a lead is high, and you don’t want a potential deal to slip into the next quarter. Understanding the communication flow between your company and the customer or prospect, is crucial to knowing whether your deal is ‘at risk’. When your entire organization has a healthy cadence of back and forth communication, a deal is usually healthy. When that communication is one way, such as a set of emails going to the customer and none coming back, it typically means something may be stalling and action is required before it’s too late.