Customer experience and the bottom line are inseparable. According to McKinsey, companies that prioritise positive customer experiences see a 20% improvement in customer satisfaction, a 15% improvement in sales conversion, a 30% lower cost-to-serve and a 30% improvement in employee engagement.

Speaking of which, employee experience is almost equally important to a company’s bottom line. Happy employees are less likely to become quiet quitters or churn with the latest wave in the great resignation. They’re more likely to feel they belong and bring their all, resulting in more positive customer experiences.

There are no instant miracle-grows for employee and customer experience. To address them properly, it often requires major transformation, from product to organisational redesign.

For telcos and utilities that use multichannel strategies, though, there is low hanging fruit to be picked at the first point of contact – and this all comes down to effective territory management.

 

Territory management underpins customer experience

Whether they are approached by a rep or browsing online, customers can need time to make a decision, particularly if it’s one that ties them into a commitment of 12 months. In telcos and utilities in particular, it’s also extremely likely that the potential customer already has what you’re selling, and won’t want to be hounded by a sales team to make the switch.

Knowing that a rep is going to call is more likely to result in a better customer experience than a call out of the blue, or worse, a call when the potential customer has made it clear that they won’t be interested in switching for several more months.

Customers have never had more choice than they do now and a negative experience with a brand is something that will stay with them, and may even translate into PR damage through word of mouth and social media.

Conversely, a positive experience created by a rep calling at an agreed upon time, i.e., doing what they said they were going to do, builds customer loyalty and trust in a brand. On one level, it’s a small thing, but these small things are what differentiates one brand from another in a crowded market. And these small moments can only happen if the right tools are in place to ensure communication with potential customers is coordinated carefully.

 

How multichannel sales tech helps

By using a territory management tool from the very start of your scaling journey, you make achieving market penetration far more likely. For Ogi, a new contender in the ISP and managed IT services space, it enabled them to use product and campaign data to deliver great customer experiences at scale.

Alexander Breverton, Ogi’s Telesales Manager, said that without the right solution for the task, “we wouldn’t have had the success we have had, it’s safe to say.”

Great customer experiences are fed by great data. If a rep can find out if a potential customer is happy with their current supplier or products, and record that data, and learn when they may be free to make the decision of staying or moving to a new contract – all this can later make the difference between a smooth sales process and a missed opportunity.

By recording all this with smart multichannel sales software, sales reps will be prompted when to re-establish contact. A second team won’t try to contact the same person too early or through an unpreferred channel, and they won’t start by asking the same questions as before. It’s a simple thing, but valuable to customer relationships.

Effective territory management tools can also be used to plot routes for reps based upon previously recorded customer data, anticipating what customers in certain areas might want or need. This could help create more of a bespoke and targeted approach, saving time for sales teams and potential customers by pitching products more likely to be more relevant to their needs.

 

The quality of territory management affects employees directly

For employees, effective territory management makes their entire experience less frustrating. They get better sales results by wasting less of their time contacting people who don’t want to be contacted.

Also, using the data recorded through initial contact, reps can be provided with warm leads to reach out to, once the potential customers are out of contract. This is more likely to increase conversion rates than knocking on doors of people who may not be interested.

All this equals better sales results. And this in turn leads to better pay and happier reps who are more likely to stay in their role.

Effective territory management can also be used to allocate field sales teams workloads more evenly, based upon their hours, their location and transport situation. Instead of being given an unknown number of doors to knock on in a housing development, they can know their exact routes and how many households they need to visit, which can help to make sales targets more motivating and less daunting.

 

Everyone wins

By using the right territory management tools, you can collate data that goes way beyond customer surveys. Reps can be sent to the right places, at the right times, to pitch the right products. Customers can be contacted at the time they want to be contacted and be provided with information that’s relevant to their needs.

Customer and employee experiences are built upon effective territory management, and when the experience is positive from the first interaction, that’s what your brand will be known for from the very beginning – and this is particularly important if your brand is new to the market.

To learn more, see how our multichannel software helped the new telco brand Ogi to grow or get in touch to schedule a demo.