Hear from Bob Schwartz, President and CEO of Robert Mark Technologies, who sat down with us to talk about why he chooses to partner with Televerde. In the video, he highlights the advisory role that Televerde played in helping Robert Mark Technologies identify their needs and strategize for the future. Unlike other organizations they’ve interacted with, Televerde offered a more organized and seamless process, particularly in lead management and problem-solving.
One of the unique aspects Bob appreciates about working with Televerde is the enjoyable work environment, and he recommends that other companies should consider Televerde.
“They are the ‘full package’ — organized, pleasant, and skilled. Any organization looking for a partner that can “check all those boxes” should consider Televerde.” – Bob Schwartz
Download this case study today to learn more about how we helped our partner, SAP, realize a 41% YoY increase in contribution to mid-market pipeline.
Our Client
SAP is one of the world’s leading software producers for business process management, developing software solutions to help organizations manage their data and information flow effectively. The company helps organizations of all sizes run their business profitably, adapt continuously, and grow sustainably
The Challenge
Going into the mid-market space, SAP needed to build volume at scale and drive digital first while shifting from old sales and marketing relationships into new ones. However, there was a disconnect between sales and marketing.
They needed to be able to test and optimize new technologies quickly and deploy just as fast. Another concern was extending to an external sales channel since partner equity was crucial. SAP had to ensure they were distributing leads in an equitable manner.
The Solution
SAP engaged Televerde to implement best practices and ramp up its sales and marketing. To ensure the two teams were aligned, Televerde kept open lines of communications with the SAP sales team, defined KPIs, and set the stage with an outline of expectations for the partnership.
Televerde put its business development representatives (BDRs) to work—qualifying leads, getting a better understanding of the customer’s pain points, and making sure the lead is routed to the right team. Televerde used the best-of-breed technologies to optimize campaign results and deliver real-time insights to SAP.
The Results
SAP managed to get the mid-market phase up and running in less than three months after aligning with Televerde to determine what would work for them. Expanding its partner ecosystem came with its challenges, which SAP could address quickly and effectively with Televerde’s help.
Televerde continues to be one of SAP’s main demand partners—consistently exceeding expectations year-over-year (YoY). In fact, SAP managed to increase their contribution to the mid-market pipeline by 41% YoY.
For over 20 years, this $5.5B company has been helping leading enterprise organizations accelerate business breakthroughs and deliver outstanding cost efficiency through innovative data storage and management solutions. Organizations worldwide choose this leading technology company for its “go beyond” approach and broad portfolio of cloud computing, flash storage, and disk-to-disk backup solutions.
The Challenge
Back in 2005, our client turned to Televerde to create a demand center of excellence to support current customer inquiries, enterprise field sales, and partner enablement. With the successful completion of the center, Televerde was hired to create an inbound team to capture inquiries from all sources, including contact us inbound forms, toll free inbound calls, emails, and interactive chat. When recent industry changes required our client to start long-term strategic planning for an international sales expansion, a rebranding effort, and a comprehensive overhaul of business processes, they once again turned to their long- standing partner, Televerde, to continue generating sales and marketing success.
The Solution
Over the past twelve years, Televerde and this industry leading data storage company have grown together through a relationship built on trust and results.
Televerde’s own global expansion has helped facilitate this client’s recent international needs in a changing business climate. In addition to remaining responsible for all of this client’s inbound lead support in the U.S., Televerde helps manage event recruitment campaigns and partner channel programs, and recently launched Lead Development and Sales Development agents in Latin America to support the company’s sales and marketing efforts in Argentina, Brazil, and Chile.
The Results
From 2005 through 2009, Televerde-supported programs delivered more than 15,000 leads and created $120 million in incremental revenue for this client. Results keep improving year-over-year, and in 2016, Televerde generated $14.1 million in revenue for the company, along with $53.9 million in pipeline from inbound support programs.
As the relationship has grown, so has this client’s ROI, which is now up to 56X overall. Televerde is a strategic partner trusted to help drive long-term revenue growth through people, technologies and processes.
How Enhanced CX Helped Broadcom Software Generate Over $56 Million in Sales Pipeline
The Challenge
Two large acquisitions had significant impact throughout Broadcom Software’s operations — specifically, its customer service. Resources were stretched thin, and customers needed better support, especially during the pandemic.
Broadcom Software needed a solution that could help them: Provide a better and consistent customer experience throughout the entire customer lifecycle so no issues or needs go unmet, and maintain a productive pipeline filled with high-quality leads.
The Solution
Televerde came on board to help Broadcom Software in five significant ways:
Supported and directed channel sales teams
Created alignment between sales development and account executives
Qualified inbound leads
Implemented a global lead routing process
Provided international customer support
The Results
Acting as a true extension of the Broadcom Software team, Televerde agents integrated empathy, customer service, and sales techniques to create lasting customer relationships within the Broadcom Software partner channel.
Working with the right customer support partner can give your business a leg-up on competitors, which is a win for your company and your customers. With more than 28 years of experience, Televerde’s customer experience solutions are scalable, predictable, and repeatable—enabling high-value outcomes.
Why David Duncan from CA, Inc, a Broadcom Company is a Repeat Customer
Watch a video of David Duncan, Enterprise Software Marketing Leader, reveal why he is a repeat customer. He shares his thoughts on the expertise of Televerde representatives and how the retention and focus of these sales professionals exceeded expectations and delivers ROI.
Overall, Broadcom had a goal of exceeding the needs of global enterprises worldwide. With Televerde, Broadcom expanded their solution portfolio through M&A while keeping customer experience and business continuity as top priorities.
Click on the button below to watch a more in-depth video case study detailing how Broadcom’s partnership with Televerde powered their results.
How Improved Sales and Marketing Alignment Helped SAP Achieve 41% YoY Increase to Mid-Market Pipeline
The Challenge
Entering the mid-market space, SAP needed to build volume at scale and drive digital-first customer experiences. Given that its sales and marketing teams were disjointed, and it needed a more holistic approach involving account-based marketing, marketing automation, and more to differentiate itself from competitors, SAP required a solution that could help them:
Restructure the relationship and reset expectations between sales and marketing to ensure the two teams were aligned.
Identify, test, and optimize new marketing technologies that could be integrated into its strategy to drive mid-market sales.
The Solution
Televerde helped SAP in five significant ways:
Implemented best practices for the mid-market phase
Created alignment between sales and marketing
Qualified inbound leads
Ran outbound prospecting
Optimized campaign results and delivered real-time insights
The Results
SAP was able to get the mid-market phase up and running in less than three months after aligning with Televerde to establish what would work best for them. Televerde remains one of SAP’s main demand partners—consistently exceeding expectations year-over-year.
Watch the video, view the infographic, or read the full case study to learn how our customer SAP has masterfully aligned internal and external teams, marketing, sales, channel, and technology, powering the interlocked channel experience driving alignment, scalability, and growth.
With more than 28 years of demand generation and inside sales expertise, Televerde offers a complete portfolio of sales and marketing solutions designed around your goals. We provide the sales and marketing alignment, strategy, and services you need to grow, compete, and drive pipeline in new and existing target markets.
Contact Televerde today to see how we can help you boost your sales and marketing efforts in any target market.
Securus Technologies, a subsidiary of Aventiv Technologies, is a leading technology provider in corrections that creates access to technologies that keep loved ones connected as well as tools and resources that help prepare the incarcerated for successful re-entry back into society. As the largest communications provider for the incarcerated community, Aventiv helps loved ones maintain and foster relationships through communication tools such as easy-to-use calling options, video sessions and e-messaging. The organization also works with universities, advocates and other like-minded groups to provide access to free education programs and re-entry resources, including the opportunity for the incarcerated to earn a college degree. Securus is headquartered in Carrollton, Texas, and serves more than 3,400 public safety, law enforcement, and corrections agencies and over 1.2 million incarcerated individuals across North America.
The Challenge
Located outside of Dallas — one of the most populated call center employment locations in the country — Securus faced an unprecedented level of attrition rates, soaring past 100% year over year. These turnover rates cost the business a significant premium to keep their contact center staffed, trained and accountable to support demand. High attrition rates posed economic and quality-related headwinds.
Securus struggled to keep top talent long-term and found an overall lack of empathy as team members handled customer calls. Empathy is a vital attribute for anyone working in the corrections industry. Additionally, the company encountered challenges in fully deploying a work-from-home model for its contact center team to continue support during the COVID-19 pandemic. This further exacerbated the negative impacts they faced.
…When you can provide an economically viable, top notch service and wrap it in a purpose as relevant as Televerde’s, you have a company that’s a league of their own.
Joanna Acocella, Vice President of Corporate Affairs, Aventiv Technologies, parent company of Securus Technologies
The Selection Criteria
It was important for Securus to partner with a likeminded company that was committed to improving the community. Foundationally, they needed a partner that demonstrated strong capability with market-leading technologies, impressive customer service outcomes, and a true understanding of their client base. With Televerde’s history of employing formerly and currently incarcerated women, it was a strategic pairing.
During a tour of the Televerde engagement centers, Vice President of Corporate Affairs, Joanna Acocella, was able to experience the Televerde program in action. She shared her experience with Securus leadership. Impressed by the talent, technology, and industry expertise, Securus entered into a partnership with Televerde.
“Televerde’s team did an amazing job in every aspect of our due-diligence, but virtually touring their facility and meeting the women in their program solidified our decision to work with them. Additionally, we believe in the program. While incarcerated, participants build confidence, develop marketable business and technology skills, and go on to receive employment offers once released. Televerde graduates have a 91 percent lower recidivism rate than the national average. For us, partnering with Televerde was a no-brainer. When you can provide an economically viable, top notch service and wrap it in a purpose as relevant as Televerde’s, you have a company that’s in a league of their own.”
Joanna Acocella, VP of Corporate Affairs
The Solution
Televerde came on board to help Securus stabilize its contact center, improve resource coverage, and raise service levels, all with the goal of reducing overall operations costs. Applying a deep understanding of the constraints and nuances associated with the customer service industry, the agents dove into this opportunity.
Leaning into the integration challenges alongside the Securus team, Televerde professionals began to foster a collaborative culture that blurred the lines of who was wearing what badge, quickly deploying Securus’ services to production.
Televerde and Securus jointly innovated by agreeing to deploy StellaConnect, which provides consumers with an opportunity to provide feedback about their agent interactions. This capability created unanticipated value for the Televerde team, while also amplifying the voice of Aventiv’s consumers in a never-before-seen way.
Not long after the program went live, Televede’s Indiana facility was quarantined due to a COVID outbreak. With contingency plans in place, Televerde’s Chief Operations Officer (COO) contacted Securus’ project manager. Before the project manager could even react, Televerde’s COO began to explain the business continuity plans in place to ensure Securus’ operations would be back up and running. This entailed training 45 new service professionals and making technology changes to route high volumes of calls without a lull in support. In less than one week, the Televerde team was able to re-establish operations, and while they hustled 24/7 to make that happen, the Aventiv team leaned in with overtime, nights, and weekends to ensure consumer service was not impacted.
The Results
The partnership has generated impressive results since the inception of the program, despite pivots being made for COVID. Service levels have improved for consumers, while overall cost has dropped. The customer experience has improved, specifically due to the empathetic interactions between customers and agents.
Broaden your aperture and think bigger! You can absolutely combine world-class outsourcing services and the expected economic outcomes by engaging non-traditional customer service programs. Not only will your customer service experience improve, but you can transform your business practices for social good while changing lives.
Dave Abel, CEO of Aventiv Technologies, parent company of Securus Technologies
InsideView helps their clients drive rapid revenue growth by empowering business leaders to discover new markets, target and engage the right buyers, and manage customer data quality. Their AI-based B2B data and intelligence platform delivers the industry’s most relevant and reliable buyer signals and, combined with InsideView’s data expertise and best-in-class customer support, is trusted by the world’s best performing companies.
The Challenge
InsideView’s global sales organization needed to maintain the revenue velocity of their inbound-lead, small business sales team, while adding targeted account pursuit for their larger, more strategic enterprise deals. In the enterprise customer pursuit, buyer groups were prevalent, across multiple personas in sales, marketing, and operations.
To accomplish this, they knew they would need a strong, adeptly orchestrated sales development approach. Like most companies in Silicon Valley, the competition for sales development representatives (SDRs) was high, and turnover was an unwelcome, but expected reality. Ultimately, InsideView wanted additional resources to help them achieve higher year-over-year (YoY) revenue and growth goals, while giving them consistency with team members they could rely on to stay with strategic accounts long enough to convert them.
With their sights set on fairly aggressive revenue growth, InsideView actively looked for a third-party partner to benchmark metrics and sales productivity against their internal team and develop an outsourcing strategy to improve inside sales efficiency. After reviewing multiple vendors, InsideView chose Televerde. The level of experience and sales development talent made Televerde the obvious choice.
The Solution
A Revenue Growth Partner to Power Outbound Lead Generation
Putting their plan into action, InsideView made the decision to partner with Televerde for three key differentiators:
Agent Tenure: Typical SDRs have an average tenure of 18 months. Televerde SDRs have an average tenure of 4.5 years, making them strategic allies for penetrating enterprise accounts.
Outbound Performance: Televerde SDRs excel in outbound lead generation, exceeding traditional performance metrics.
Strategic Partnership: InsideView’s Televerde team
The Televerde SDRs prospect into three account types (SMB, Enterprise, and Strategic), engage with multiple personas, work in selling teams, and generate pipeline in four distinct ways:
Develop outreach strategies for new prospects, breaking into new accounts to drive pipeline creation
Increase account engagement and upsell by partnering with sales/CSMs on customer outreach campaigns
Qualify inbound leads, booking demos and meetings to develop pipeline for sales
Execute special programs like competitive take-out and ex-customer win-back
Along with people and processes, the right technology enables SDR success at different stages. InsideView uses Salesforce as an account, contact, and lead repository. Outreach assists in day-to-day sales activities through sequences, templates, and the ability to monitor content engagement. Highspot is leveraged as a content repository so SDRs know what content to use for each persona and sales stage. Qualified.com is the powerful conversational marketing tool the SDRs use to proactively engage website visitors. InsideView’s own solutions are a reliable resource to help the SDRs enrich leads, uncover account and contact information, build lists, and do account research.
The SDR team resides under marketing allowing for tight integration with accountbased pursuits. SDRs provide useful and timely feedback on demand generation campaigns, messages, and tactics. Televerde SDRs ramp quickly and deliver highly qualified sales opportunities while following InsideView’s ABM flow. This ABM nurture stream ensures that the SDRs provide an engaging and personalized experience through multiple channels.
The Results
By partnering with Televerde and implementing an account-based approach, InsideView has generated 3x pipeline in target accounts, improved target account engagement, and realized higher customer retention.
Today, InsideView has a blended SDR model, with internal/employee SDRs in addition to the Televerde team. This allows InsideView to “load balance” the team, promoting employee SDRs into sales roles as quickly as they are ready, and being able to “turn up” their reliance on Televerde very quickly to backfill those positions.
Additional benefits of an ABM approach powered by technology: decreased ramp time, high energy engagement, and extreme dedication from their team.
If you’ve ever used an online budget tool, or provided data to your bank or other financial institution for a loan, you may have experienced the power of one of Yodlee’s products. They work with more than 1,000 financial institutions and fintech innovators, including 13 of the top 20 U.S. Banks. In the powerful financial services industry, Yodlee’s is a leading data aggregation and data analytics platform powering dynamic, cloud-based innovation for digital financial services. Their platform enables a massive data network associated with tens of millions of consumers. This colossal scale of financial data further enhances the Data Intelligence capabilities.
The Challenge
When Ron Barasch was hired by Yodlee in 2012, he knew he was in for a for a challenge. As part of his role as Senior Director of Marketing and Demand Generation, he needed processes in place to ensure that leads were well qualified before being handed off to the sales team. But with no inside sales team and a company poised for hyper-growth, a nurturing gap in the sales process threatened to bury leads that weren’t quite ready to buy.
Additionally, Yodlee was less of a recognizable name in EMEA. Armed with well-known client names and supportive success stories, the challenge of brand recognition would need to be overcome by an experienced sales team.
The Solution
Yodlee reached out to Televerde, to provide advice and guidance on how to not only keep the leads warm but also nurture them through the buyer journey.
The engagement kicked off in 2015 with two Sales Development Representatives (SDRs) focused on North America. It was important the agents on this campaign had a financial background or an aptitude for numbers. The campaign integrated with Yodlee’s Marketo instance for complete closed-loop reporting. Interested buyers completed contact forms which synced over to the SDR team for follow-up and qualification.
The SDR team managed the data, replacing outdated information with actionable insights gathered on their calls. SDRs nurtured and further qualified prospects to meet BANT criteria before passing the leads to Yodlee’s sales team.
Through the efficiency of an integrated campaign, all of the buyer and industry information flowed right back to Yodlee’s Marketo instance. And when leads qualified and progressed, the team updated Yodlee’s instance of Salesforce directly. Working together with Televerde, Ron and his team extended the sales team up the funnel to deliver against the sheer volume of leads that marketing created every day.
To assist in online lead development, Televerde’s client success team suggested using a web chat solution to engage website visitors. Referencing a 56:1 ROI for web chat with another client, it seemed to be a safe bet to optimize every engagement with prospects to ensure potential leads were not lost.
Mid-2017, Yodlee expanded their efforts internationally, launching SDR efforts in Latin America and EMEA while levering US agents for North America and APAC. Agent fit for the SDR role included not just financial acumen, but also business culture understanding of 18 different countries in all regions of the world.
The Results
Now the Vice President of Marketing and Demand Generation, Ron and his team are focused on expanding the business model and solution set for prospects and current customers. Over nearly three years, the Televerde partnership resulted in a 38:1 overall ROI and a $21M pipeline.
Internationally, the results are emerging, along with brand awareness. The Televerde team generated $277K in pipeline resulting in $201K of closed/won business, an ROI of 3x in less than six months.
In a recent strategic planning session, the team addressed the potential for and additional outbound cold-calling initiative through a layer of Lead Development Representatives to uncover additional market opportunities and insights.
A key to this engagement success is the sales and marketing alignment that Televerde brings to the table. As a strategic partner, Televerde helps Yodlee assess the sales and support expectations and challenges of global go-to-market moves.
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