Case of the Business Expert Group

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IP telephony for finance: with a decrease in the number of client requests, an audit company increased the conversion rate to sales.
Not every business breaks down during a crisis. There are companies for which quarantine has become an incentive to increase efficiency and even opened up new opportunities for development. By implementing the right tools for monitoring remote employees, you can not only maintain stability, but also make work even more productive than in carefree pre-crisis times.

Below, we will tell you about such a case using the example of Taiwan WhatsApp number one user of UIS smart telephony. With a decrease in call traffic by 33%, the company's conversion rate to sales increased by 5%, and outbound calling became 56% more successful.

Client
Contents
Client
Problem
UIS products used
Solution
Result

Business Expert Group is an audit company. Provides a wide range of services for business development, optimization and creation, including audit, accounting support, law, management accounting, etc. Unlike other organizations in this profile, GC "Business Expert" provides accounting services not only on an outsourced basis, but also provides the client with a specialist at the workplace. It has been present on the market for 19 years. It has branches in Moscow, St. Petersburg, Rostov-on-Don, Krasnodar, Novosibirsk. The founder of the company Marina Dyachenko has her own business academy.

Problem
There was no clear sales script and control over compliance with this script. Having heard a refusal from a potential client, the sales department employee immediately cut off the call, without trying to fully present the company's services to the client.

Without full control, a sharp transition to remote work threatened an equally sharp decrease in the quality of work and sales indicators.

UIS products used

Number capacity

Integration with Bitrix24

Call recording

Softphone
In order to prevent a drop in efficiency, it was decided to create a quality department. The work of the new department was built on the basis of the capabilities of UIS smart telephony.

Currently, telephony is used in the company by:

Sales managers - to find new clients by calling companies that have posted vacancies for relevant specialists on the Internet.
Quality department - to monitor sales managers.
The company's key experts (accountants) - to work with existing clients.
Solution
1. The control department successfully monitors the execution of the sales script by managers based on call recordings:

whether the client is greeted correctly;
how the services are presented;
how the deal is led to.
Now, upon hearing a refusal, the manager does not hang up, but tries to understand the client's needs in order to present the necessary ones from the large range of the company's services. If necessary, the quality department adjusts the work of the managers.
2. All the necessary information from long and complicated conversations with clients is easily restored. There is no need to call the client again and make them nervous - just listen to the recording.
3. In a controversial situation or in the event of a conflict between an employee and a client, the manager can easily establish who is right and who is wrong based on the recorded conversation.
4. In the Bitrix24 interface, thanks to the integration of the system with IP telephony, it is convenient to maintain leads and build a clear sales funnel.

Result
1. The company was able to profitably use the general transition to remote work and scale up. Now the Business Expert Group operates throughout Russia, and not just in those cities where there are branches. Also, the former territorial restrictions on hiring its own employees have disappeared.
2. With a 33% decrease in call traffic during the pandemic, the number of sales remained the same. Thus, the conversion to sales increased by 5%.
3. The sales department began to reach clients 56% more often during outgoing calls.

Case provided by Valentina Svetlova, Head of the Sales Department of the branch of the Business Expert Group of Companies in Rostov-on-Don

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