Market Analyst
Dun & Bradstreet
Canada
MDeverywhere Case Study
Background and Challenge
MDeverywhere is a medical billing service and practice management solution whose leadership wanted to increase the internal productivity of their people and processes to keep up with and increase the growth they had been experiencing.
Elin McNally is in charge of New Business Development and was the person who began the search for technology that would increase the amount of dials and overall productivity in early 2007. The original search was between DataTel and Five9. Elin’s team decided to go with DataTel. With DataTel they immediately saw increases in productivity amongst their 35 people. Dials increased 56.3% almost immediately. Then DataTel got acquired and stopped supporting the dialer which put Elin’s team in a difficult situation.
The sales team at MDeverywhere was already using salesforce.com, the leading hosted CRM solution. One of the reps asked Elin, “Wouldn’t it be great to have a dialer that is fully integrated into Salesforce?”
Solution
A call to their Salesforce Sales Rep and an explanation of what they were trying to accomplish brought them a quick recommendation to try out InsideSales.com: the only fully integrated power dialer technology in Salesforce that was specifically designed for B2B or more complex B2C sales situations. InsideSales.com uses a robust power dialer paradigm with productivity-enhancing power tools that keeps the agent in charge of the call without the potential for pauses, clicks, or abandoned calls that a predictive dialer technology struggles with.
“There was no other player in the ballpark,” explained Elin. “The InsideSales.com system gave us the reporting, integration with Salesforce, time tracking, and remote access that we needed. We placed a huge burden on InsideSales.com by asking them to have the system up and running by January 1st when we only met them at the end of November, 2008. Our rep at InsideSales went the extra mile by working with me until 1am EST over the phone by helping us with the data migration and integration.”
InsideSales.com had launched its first version at Dreamforce 2008 in the first week of November to wide acclaim and had brought on over twenty customers including Omniture, Dun & Bradstreet, and Infopia before 2009. That number more than doubled again in 2009. Though experiencing occasional hiccups Elin explains, “So far, so good. We especially appreciate the immediate response via email and phone calls we get from InsideSales.com; that is very important to us.”
Known as the pioneer of immediate response technologies through landmark lead response management research done in conjunction with Kellogg, MIT, SKKU, and infoUSA, InsideSales.com is also fast becoming known for immediate response to service inquiries with industry leading response times averaging less than ten minutes and issue resolution times averaging well under two hours.
When asked how InsideSales.com compared to DataTel, Elin shared numbers that show dial numbers increasing 75% over their original manual dialing, which is a 33.3% increase over DataTel, their previous phone dialer technology.
What’s Next
InsideSales.com has now built their next generation of lead management and phone dialer software as a native application inside of salesforce.com. Now InsideSales.com is busy porting over other modules to the Salesforce CRM platform that are currently available as part of the Lead Response Management (LRM) platform. InsideSales.com has also developed “predictive 2.0” technology that actually predicts who to call and when to call to increase sales, rather than the old predictive dialer technology that merely predicts the number of lines to call to increase talk time.
These will include:
- Seek for Salesforce—Intelligent dialer with over a dozen built-in power tools, perfect for call centers who want to dial more leads.
- Inbound—All of the inbound telephony tools for a hosted inbound call center. Integrates with the PowerDialer for inbound/outbound call blending.
- ELF—An “Electronic Labor Force” for intelligent workflow management that can send emails, faxes, reroute leads, trigger a phone call, and more.
- Recording and Monitoring—Record and/or monitor any call. Great for training reps and for quality assurance.
- JabberDog—Automatic dialer for voice message broadcast with options to automatically email or route to a live agent.
Products eBenefits Direct is Using
