Level 3 Communications
Situation
As one of the leading fiber-based communications providers, Level 3 Communications engages in delivering end-to-end networks with scalable technology and communication systems on an international scale. Vorsight trainers initially trained fifteen Inside Sales Account Managers, each managing 150-200 accounts. In many cases, these Account Managers did not have a primary point of contact for their existing billing customers; without good contacts and direct lines, the Account Managers could not even reach the customer to discuss consolidating services.
Establishing New Contacts and Building Relationships with Existing Customers
The Business Markets Group came from an acquisition that our client previously made. During the transition, the Account Managers lost touch with the primary point of contact due to turnover at the account, mergers and acquisitions, or the Account Managers were not interacting with senior enough customers in the first place. Our client wanted to increase the revenue from each of their accounts by up selling and cross selling existing customer accounts. They also wanted to go broader and deeper within each account by establishing and getting a foot in the door with other business units where they could potentially provide further services.
