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Using Better Visibility to Make Better Decisions inContact Boosts Forecast Accuracy
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Software
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Demand Planning & Forecasting
- Predictive Replenishment
Services
- Software Design & Engineering Services
- System Integration
The Challenge
inContact faced several business challenges that hindered their decision-making capabilities. Firstly, Salesforce could not provide trending and comparison of pipeline status over time, which is crucial for understanding the dynamics of their sales pipeline. Additionally, they needed to provide detailed insights behind 'What’s Changed' and trends to make better decisions. Another significant challenge was the inability to report across custom objects in Salesforce and produce unified reports across multiple data sets. This lack of comprehensive reporting made it difficult for inContact to have a holistic view of their sales performance and trends.
About The Customer
inContact, Inc. is a leading provider of on-demand customer contact center platforms, serving approximately 600 contact centers globally. The company specializes in delivering solutions that enhance customer interactions and improve operational efficiency. With a strong focus on innovation and customer satisfaction, inContact has established itself as a key player in the contact center industry. Their platform is designed to provide seamless and efficient customer service experiences, leveraging advanced technologies to meet the evolving needs of their clients. inContact's commitment to excellence and continuous improvement has made them a trusted partner for contact centers worldwide.
The Solution
To address these challenges, inContact implemented a suite of C9 solutions. They utilized C9 Active Pipeline Reports combined with custom reports from C9 Report Builder and C9 Dashboard Administrator. This combination allowed them to generate detailed and comprehensive reports that provided insights into pipeline trends and changes. Additionally, they employed the C9 Active Pipeline Watch List for key deals, enabling them to monitor and manage important sales opportunities more effectively. These solutions provided inContact with the tools they needed to gain better visibility into their sales pipeline and make informed decisions based on accurate and up-to-date information.
Operational Impact
Quantitative Benefit
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