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Connecting For Success: How i CRM Spotlight - TengoInternet

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Marketing and support automation drives rapid growth with new and existing customers – see how fresh processes and smart integration choices allow this private network services provider to save thousands of dollars a month in outbound service calls, drive new demand, and scale business services to meet the customers’ needs. In this session, let TengoInternet’s experience start 'connecting you for success'.

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Connecting For Success: How i CRM Spotlight - TengoInternet

  1. 1. CONNECTING FOR SUCCESS Dan Tronolone Director of IT and Engineering TengoInternet, Inc @TengoInternet #SugarCon
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  3. 3. TengoInternet • North America’s largest provider of high-speed wireless internet solutions for the outdoor hospitality industry. • Customers: private state parks, rv parks, campgrounds, and oil and gas housing units – providing access for guests & employees • Launched Sugar: 2010 • Partner: Epicom 3
  4. 4. Why did we need CRM? • To manage both sales and support processes via a single platform to optimize data collection and identify trends • To enable faster and more accurate customer response through process automation • To increase revenue predictability through accurate sales forecasting • Alleviate mundane tasks and make our team HAPPIER! 4
  5. 5. i CRM TO… “…empower our employees.”
  6. 6. Implementation 6
  7. 7. Implementation • Automated weekly reports for customers: – Number of users – Data usage – Network uptime – First time new users • Automatic outage notifications: “Whack-a- Mole” – Twilio powered Phone/SMS/Email notifications – Provides pre-recorded next steps to resolve specific outage • CEO Connect monthly newsletter 7
  8. 8. Integrations • Quickbooks - Work orders, profitability • Twilio - Automated outage notifications • MeshView – Network monitoring dashboard • EchoSign – Contracts, dispatch approval • Inbox25 – Drip marketing, web analytics • Zip2Tax – Automated tax rate lookup • Custom google maps based network design tool 8
  9. 9. Impact • Flexibility allows business processes to be derived naturally, not tools dictating processes • 20% YOY revenue growth since implementation • $10,000 per month savings automating outbound calls • Won back 30 hours/week avoiding double data entry on maintenance orders • Automation cut sales data input time by 25% • Customer profitability analysis $100,000/yr savings 9
  10. 10. Empowered employees 10 “People are using their skills better and that gives them a better work life. They can focus on the important things because we have automated the simple things.”
  11. 11. Moving Forward • Expand Marketing Automation – More customer touches through many different channels • Encourage 360-degree customer view – Full expansion to accounting team – More financial data • Improve reports-based analytics – Answer the business questions • Customer Portal for Visibility – Real time transparent view for customers 11
  12. 12. Connecting Ideas • Remove the burden from your team – automate manual processes • Provide visibility and transparency to all • Use reports to solve business challenges • One system to rule them all • Engage your customers on their turf 12
  13. 13. THANK YOU

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