Provided by: Telvista
Date Added: Nov 2012
Symantec, a world leader in Internet security technology with its Norton brand software products. Symantec needed a partner to answer incoming sales calls, close sales, and upsell premium products when applicable. Telvista mined CRM data showing that if the customer is buying product A, they are very likely to buy product B. This led to good success rates in their agents attaching product B to the sale, thereby increasing the average selling price of each call. Telvista gave Symantec a high-level quarterly review of how the business was doing in addition to weekly conference calls at the operational level. Telvista believes constant communication leads to a healthy partnership.