TMNG Global Improves Internal And External Infrastructure For A Communication Service Provider

Challenge

Our client, a leading communications service provider, needed to find a way to communicate its goals and generate new ideas among several audiences. The client wanted to develop new ideas to help make its sales force and other members of its staff more efficient and successful. The client also wanted to increase its brand awareness and establish customer loyalty.

TMNG Global Solution

The TMNG Global team developed and implemented a series of three initiatives to address the sales force, customers, and employees. The first was to recognize the accomplishments of the sales force through in-depth case studies of successful contracts. To this end, our team conducted comprehensive interviews with members of the sales force to identify methods used by the team to successfully complete the sale of products offered and services rendered. These case studies would be published in a bi-monthly newsletter to be distributed throughout the company. The TMNG Global team also conducted confidential interviews with the sales force to determine how product management could more closely support their work.

The goal of the second initiative was to illustrate to customers in a non-technical and concise manner, why the service provider should be their company of choice for their telecommunications needs. To accomplish this, our team:

• developed brochures on broadband connectivity,
• created presentations demonstrating the company’s enhanced products and services,
• edited sales material for product launches.

The final initiative involved modifying the company’s guide for pricing analysts to enter and track customer quotes submitted by the sales team. This would enable employees of the pricing analyst group to perform their job more effectively. This work is critical to the bottom line as these analysts determine the price quoted to for products and services. The team met with various members of the provider’s pricing team, determined their needs, and formed a comprehensive working manual that is used as a guide by the pricing analysts.

Benefits to the Client

The client was able to develop and communicate “best practices” for its sales force that would enable them to be more successful. The client also received recommendations on improving sales support. The working manual was adopted for use by the pricing analysts.

TMNG Global highlighted the work of the company’s product management department both to an internal and external audience. Internally, the department’s achievements got greater recognition from upper management, while externally clients achieved a greater understanding of company products and services. We developed a cohesive “package” of information using numerous communication tools that greatly enhanced product knowledge among several audiences. The outcome was an improved perception among clients and executives that the department provided excellent service to customers and the staff was deeply committed to the success of each project.