Logo: Glance

The Upside: Killer Sales Tips

2 posts categorized "B2B"

January 10, 2012

Screen-Sharing Tool from Glance Helps Deluxe Corporation Improve Sales and Service Productivity

“Glance has made a major impact on our team’s productivity and helped shorten our sales cycles considerably. Our customers want a quick and easy product demo, and Glance delivers.”

Mark McCarthy
Director of Sales Competency and Training Deluxe Corporation

 

Who
Mark McCarthy
Director of Sales Competency and Training, Deluxe Corporation

About Deluxe

Deluxe Corporation (NYSE: DLX), headquartered in St. Paul, Minn. provides a variety of products and services that help small businesses and financial institutions attract and retain customers. In addition to its personalized printed products, Deluxe offers a growing suite of business services, including logo design, payroll, web design and hosting, business networking and other web-based services to help small businesses grow. In the financial services industry, Deluxe sells check programs and fraud prevention, customer loyalty and retention programs to help banks build lasting relationships and grow core deposits.

Deluxe’s Challenge

Deluxe sales and support representatives do much of their selling by phone, and product demos are key to those interactions. Deluxe reps often need to share their screens with customers, either to close business or resolve service issues.

In recent years, Deluxe sales reps found that time pressure had increasingly become the key challenge small business owners faced when working with Deluxe over the phone. Customers would say, “I don’t have much time - if you can’t do this fast, I have to go.” Mark McCarthy, Director of Sales Competency and Training for Deluxe, knew the company had to find a way to shorten screen-sharing sessions without sacrificing the quality of interactions.

“It’s easier to demonstrate to a customer how our financial payroll services work rather than just talk about it over the phone,” says McCarthy. “But our small business customers don’t have the capacity, time or resources to engage in a lengthy series of meetings. We wanted a fast and easy screen-sharing tool that would enable reps to quickly and clearly demonstrate our offerings so customers could make a decision on the spot.”  McCarthy knew that if Deluxe could better engage customers during the demo process, its sales revenue would rise.

How Glance Helps

As he researched possible alternatives, McCarthy came across an article by a respected blogger on Glance and his interest was piqued.

Glance’s service is known for simplicity and speed – session participants are connected in seconds with one click and no software to download. Reps simply invite customers to visit their personal Glance URL and enter a 4-digit security key code, and moments later the customer can see the rep’s screen. Reps can share control of their mouse and keyboard, so it feels like they’re working side-by-side with the customer, and can even initiate reverse sessions where they can view the customer’s screen (with permission).

It was just what Deluxe needed. After an evaluation, McCarthy and his team implemented Glance. Deluxe customers now enjoy the instant connection that Glance’s screen-sharing service provides. Deluxe sales reps can quickly demo online marketing services, work together to customize retail products, negotiate contracts and deliver training, all via Glance sessions. Because no data is exchanged between devices, sessions are completely secure – critical given that many Deluxe customers are financial institutions.

Glance is now a key part of the company’s formal sales process for two nationwide sales groups in the United States and parts of Canada. In addition, Deluxe often uses Glance internally as a tool to train its own staff on its products and services.

“Glance has met all of our expectations and is simple to use and administer.  Our sales reps love Glance,” says McCarthy.

Results

Currently Deluxe has more than 100 sales and service reps nationwide using Glance, all day, every day. Recently, Deluxe launched a new retail business services division and Glance was essential to the success of this launch due to the volume of demos required.

McCarthy reports that productivity has definitely improved since Deluxe implemented Glance and the feedback from the sales divisions has been overwhelmingly positive. Sales reps no longer hear from their customers “I don’t have time for this,” and Glance has proven to be highly reliable enabling reps to spend more time selling.

McCarthy originally purchased individual licenses for Deluxe reps, but upgraded to an enterprise license in 2011 to accommodate the company’s growing use of Glance. Next up, Deluxe will integrate Glance with salesforce.com, its sales and service system of record. This will enable Deluxe reps to launch collaborative sales and support sessions simply by clicking on a Glance icon appearing on any salesforce.com object. Glance for Salesforce automatically tracks and stores all session activity, enabling real-time, accurate reporting, and allows customers to join sessions from any mobile device, including iPad, iPhone, BlackBerry and Android. 

“Glance has made a major impact on our team’s productivity and helped shorten our sales cycles considerably,” says McCarthy. “Glance was the right choice for us. Our customers want a quick and easy product demo, and Glance delivers.”

 

-Sarah L. Bright, Glance Networks

October 28, 2011

The New B2B: Belief System-2-Belief System

Traditionally within B2B transactions, buyers were dependent on sellers to provide expert advice; ultimately leading towards courtship, evaluation, and acquisition.

 Of course they could pay consultants or purchase analyst research but ultimately all roads lead back to the seller; even in the Google era search results returned vendor controlled content.

 Conversely social networks promote a free and open exchange of information which continues to drastically impact traditional buyer-seller-relations and associated engagement models.

In other words, the rise of social selling and customer service will not jettison marketing, sales or support organizations however it will create significant challenges. This will happen in the early stages of development where competitive separation, trust and credibility would have been previously established directly through these channels, and in many cases, face-to-face.

 Add to this the record breaking rate at which mobile apps have invaded our work and home lives, or as Rick Segal, Worldwide President at Gyro HSR puts it, making both “a state of mind”; and you begin to get a sense of the broader shifting landscape.

 “(Technology) has changed the way we talk to business decision-makers. Being at work is no longer a place; it is a state of mind, a kind of continuing oscillation that people are making between their work life and their personal life.” – Rick Segal

 Managing home-work boundaries is a continuous effort for many of us, a separation which obviously needs to be maintained; at least until “Generation Z” arrives.

 I’m “GenX”, part of a generation born between the 1960’s and late 1970’s.  Unless your Dad worked at NASA you did not have a computer in your upbringing.

 My nephew on-the-other-hand is “GenY”. 

 He and his friends grew up watching extraordinary innovation change the world.  In fact, as part of a 2007 Strauss and Howe study of Y-students, it was revealed that 97% owned a computer and 94% owned a cell phone. They also found that 76% used instant messaging, of which 92% reported multitasking at the same time.

 And then there are my kids, “Gen Z”; born in the early to mid-1990’s through the early turn-of-the-millennium.

 Generation Z is highly connected, with lifelong use of communications and media technologies, earning them the nickname “Digital Natives.”  They carry smart phones in grade school, text more than talk, and prefer technology for communications; communications which are abbreviated, highly transactional, and out in the open. 

 Gen Z’s don’t think of innovation as their predecessors do; a utility to make life more efficient. Instead, and which makes them extraordinary, they see it as basic need, “Maslow-like”; food, clothing, shelter, and technology. 

 Gen Z’s  currently fall into the age range of 11-21; placing the eldest within the workforce as both buyer and seller later this year, where they will not gasp at the thought of conducting critical b2b discussions socially, nor will they wonder if work-life-balance is out of whack.

 Instead, paired with their Gen Y management team, they will move at speed of Z, ignoring those who cannot keep pace; driving permanent change to B2B and the most fundamental of systems – the belief system.

Maybe this is where we are heading, or maybe not. Regardless, today’s customers have options, they are no longer relegated to call or email a business to gather information.  

Instead they engross themselves in real-time conversations, through various business and social networks seeking answers through peer driven conversation, engaging our business’ as part of their process – at any time, from any device – never hesitating to outwit, or simply ignore our master plan for them.

I suppose this evolution has put us all in a position to make some tough decisions, less traditional, even outside of our own personal comfort zones, possibly way outside. 

Yes, in order for our business to remain accessible, available, knowledgeable, hip, and most importantly competitive; I believe that this is exactly what is going to have to happen.

Or I suppose, we could just put it off for a couple of years and let our kids deal with it.

 

-Tom Scontras, VP of Sales & Marketing, Glance Networks