Black Box Corporation is a trusted provider of comprehensive communications and infrastructure solutions. As a value-added reseller of platforms and applications from the industry’s top manufacturers, and a provider of technology products and services, Black Box designs, builds, and maintains today’s complex voice and data networks. Headquartered in Lawrence, Pennsylvania, Black Box Network Services has the largest footprint in the industry, with 194 offices serving 141 countries. With more than 4500 Team Members worldwide, Black Box serves more than 175,000 clients in every major industry sector.
As a Cisco Gold-Certified Partner, Black Box Network Services holds many specializations including: advanced unified communications, advanced wireless, advanced security, and routing and switching. Black Box’s 30+ years of voice and networking experience, maintenance capabilities and offerings, allow Black Box Network Services to deliver comprehensive Cisco solutions for businesses of all sizes across a variety of industries.
“We’re a legacy oriented sales organization that has a very good
install base and farmer sales people.” said Don O’Neill, Sales Director
for Black Box. “It is
imperative that we go through a transformation in the pursuit of
net new business with organic sales. We needed modern tools in order
to complement that transformation. Up to recently, we had been using
ACT to organize our data. Everyone we spoke with told us we needed
to be using salesforce.com.”
While investigating the possibilities,
Black Box quickly discovered that they
would benefit from some help to deploy a
system as robust as salesforce.com and
drive the adoption rate in their sales
team. However, the number of possible
options for professional service
partners was overwhelming. Then, O’Neill
received a call from a Business
Development Manager at Cisco,
introducing him to Baker Communications.
“He said, ‘Hey, take a look at this,” recalled O’Neill. “I said, ‘Wow, thank goodness.’”
What O’Neill discovered is that the Baker strategy involves embedding a salesforce.com adoption strategy into a highly structured sales play, so that every step of the process not only builds salesforce.com CRM “muscle memory,” it also drives revenue. In this case, the play was built around a Cisco UC Collaboration Breakaway initiative.
"In August, Black Box trialed a successful 12 week program
leveraging Baker Communications' Coaching in the Cloud approach to
build our Cisco Collaboration pipeline and drive revenue. The
foundation of the program was to change our sales teams' behavior
from a reactive to proactive selling style which included a
systematic and repeatable way of contacting customers and prospects
with pre-defined messaging, and vigorously measuring results so that
we could determine success. The program leveraged salesforce.com to
distribute and track opportunities.
From a revenue perspective, the program has generated
In addition to the revenue, some other important benefits have been realized:
We are hoping to replicate and improve on these results when we
repeat the program for our Long Island Voice division. That division
has recently hired a sales team (1 manager, 4 reps) of Cisco-only
representatives who will work out of the Manhattan office. This
program will serve as the foundation to aggressively and
methodically build their Cisco pipeline.
I look forward to working closer with your team and Baker. "
Black Box Network Services
Even mid-way through the play the results are not only outstanding, but a clear indicator of what Black Box can expect by the end of the 12th week.
|BLACK BOX SALESFORCE.COM TRIAL METRICS|
|INFORMATION ADDED TO SALESFORCE||ACTIVITY|
|# of Leads||4,780||Completed||1,554|
|# of Tasks||2,593||Open||496|
|# of Opportunities||19||# of Accounts||189|
|# of salesforce.com logins per rep, per week||10|
Change always brings some initial
confusion. Even willing sales
organizations can have a difficult time
letting go of their existing
methodologies and inefficiencies. Many
give up before seeing any real
breakthroughs. O’Neill admitted his team
experienced some of this confusion when
the play first began seven weeks ago.
“At the start, the UC Collaboration Breakaway Play sessions seemed like organized pandemonium,” laughed O’Neill, acknowledging the initial difficulty Black Box had transforming. “There were disruptions to what we were accustomed to doing. Then the realization clicked into place, ‘I’ve got to stringently match the disciplined direction that Baker is giving to us.’ With that, things started falling into place. We’re just over half way through, but now we’re seeing tangible results.”
Baker Communications’ UC Collaboration Breakaway Play integrates new skills with highly focused marketing and demand generation programs that delivers 20X1 ROI or more. These results are provable, measurable and repeatable. Baker Communications Plays align the interests, goals and objectives of both sales and marketing to drive superior results. Baker Plays generate immediate sales pipeline and drive short-term, fast sales impacting the current or the next quarter. The activities of marketing, sales and training co-occur in a highly coordinated, collaborative effort to execute a revenue generation strategy from start to finish. Delivery of Baker Plays is staged and delivered 100% in the cloud leveraging weekly WebEx burst sessions that last between 60 – 90 minutes. A typical Baker Play runs for 12 weeks.
With Black Box halfway through the play, O’Neill is impressed by the highly interactive way the UC Collaboration Breakaway Play sessions were structured and delivered.
“It encourages interaction,” said O’Neill. “If fact, you want to hear from everybody in the group at least three times throughout that 90 minutes to make sure they’re tuned in and not focused on something else in front of them. If they are focused on something else, they get found out rather quickly. That interaction is very positive and energizing for us.”
“What Baker offers is a turnkey
approach. It was custom-tailored for us,
which accelerated the process,”
explained O’Neill. “Our goal is to
achieve net new sales. In this
competitive marketplace, that’s not
always just going to happen, because
there are so many competitive forces in
play; more resellers, more people in our
business. It’s become a very challenging
environment for us to work in.”
However, with salesforce.com adoption wired directly into the Unified Communications Breakaway Play, Baker Communications was able to engage Black Box in a CRM paradigm that effectively modified sales team behavior, leading even many seasoned, “farmer” salespeople to start achieving net new sales only seven weeks into the 12 week play.
O’Neill especially appreciates the way the play was completely organized from collateral to cadence, giving management the chance to have precise, timely, detailed information at a glance.
“We can see how we were progressing, not only on a weekly basis, but on a daily basis and in some cases an hourly basis,” said O’Neill. “Sometimes it energized people and in other cases it exposed people. It’s really been a wake-up call all the way across the board within our organization.”
Even with five weeks remaining in the play, Black Box has already undergone a significant transformation, one O’Neill intends to maintain. “I have people within my group who are coming up with variations of this play,” he said. “Some are specific to Cisco and some expand beyond it. We started out with 200 contacts for each of our 12 sales reps. Now, I have one guy that’s got 2100 contacts for another, and he is already devising and putting together MarCom for it.”
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