Objectives

To grow market share in an increasingly competitive marketplace, the company realized they needed to do two things: strengthen the relationships with their resellers and provide superior customer service in order to simultaneously grow revenue and increase retention rates. To accomplish this ambitious goal, the company needed to:

• Enhance the customer service skills of every employee that interfaced with their customers (e.g., customer service reps, inside sales reps, and tech support)
• Equip inside sales reps to develop strategic partnerships with their resellers and to identify stated and unstated needs
  
  

Deliverables

• Inside sales reps were trained to operate effectively in a consultative selling role in order to better understand and meet the needs of their resellers as well as demonstrate the value of their unique solution.
• Through training, customer service and tech support reps learned to exceed customer expectations, enhance customer intimacy, and appropriately respond to critical customer events.
• To enhance the value of strategic partnerships between the company and its resellers, resellers were invited to participate in a Reseller Education Program, presented by Aslan, that included Selling and Customer Service skills .
• Advanced level sales reps participated in a Value Based Partnership program to strengthen their basic business knowledge and enable them to provide value-added business consulting to their resellers.
• Account Executives in a very price-competitive market attended a customized, strategic selling course aimed at equipping them with the skills to establish the value for a higher end solution in a commodity-driven marketplace.  
• Aslan implemented a Management Certification program to develop managing and coaching skills while reinforcing the skill development process.
  
  

Results

"Based on the training and coaching Aslan has provided to date, we are forecasting incremental revenue attributed to training of $25 million and an ROI of 875%."