Building a Killer More Productive Sales Team

Building a Killer More Productive Sales TeamShelley HuberSenior Lead Process AnalystLean Six Sigma Black Belt

October 4, 2016

© 2016 CenturyLink. All Rights Reserved. 2

Shelley Huber, CenturyLinkSenior Lead Process AnalystMBA, Lean Six Sigma Black Belt


Agenda

•About CenturyLink•The Challenge•The Solution•The Future•Questions

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About CenturyLink


CenturyLink

• A global communications, hosting, cloud and IT services company

• Employs 43,000 people• Ranked 159 in the 2016 Fortune 500• Offering innovative technology

solutions▶ Network and Data Systems

Management▶ Big Data analytics▶ IT Consulting▶ 55 data centers in North America,

Europe and Asia


CenturyLink: A Rapid Growth Company

▶ 2007 - Acquired 165,000 access lines and a 2,400-mile-long fiber network from Madison River Communications.

▶ 2008 - Embarq Corporation, formerly the Local Telecommunications Division of Sprint.

▶ 2010 - Qwest, creating the third largest telecommunications provider in the U.S.

▶ 2011 - Savvis, Inc., a global leader in cloud infrastructure and hosted IT solutions.

▶ 2013 - AppFog, Inc. and Tier 3, Inc. to enhance platform-as-a-service (PaaS) and infrastructure-as-a-service (IaaS) offerings.

▶ 2014 - DataGardens to strengthen disaster recovery operations, and Cognilytics, an innovative Big Data company.

▶ 2015 - Orchestrate to enhance Cloud platform with new Database-as-a-Service capabilities.

▶ 2016 - ElasticBox, a multi-cloud application management service startup, and netAura LLC, a security services firm.

Mergers and Acquisitions in the last decade

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The ChallengeWhy WalkMe


Coping with Accelerated Growth• Acquisition of multiple companies exponentially increased the number of

systems and processes for users

• Expansion of new products and services, consuming mindshare and

training hours

• Onboarding hundreds of new users without prior CRM experience

• Adoption of newly aligned processes and procedures

▶ Still taking shape through numerous phased initiatives


Challenges Generated by Rapid Change

• Short new hire training periods

• Long sales ramp• Complex systems and

tools• Complex processes• Retaining valuable

employees• Limited real time support

• Loss of Productivity• More internal effort to

align teams• Non-Compliance• Inaccurate Analytics• Loss of Talent• Loss of Deals

Challenges Symptoms

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The SolutionTheImplementing WalkMe


Implementation started with a trial group

• Started with a group of 200 Sales Professionals, including new

hires and seasoned employees.

• The three-month trial period brought successful results,

including a decrease in the amount of requests for assistance

on processes within Salesforce.

• We now have 3,000 users with access to WalkMe.


Results from First Half of 2016

2,738

31%

774

Additional Revenue generated in Q1 & Q2 driving ROI

This is just the beginning!

Selling hours given back to Sales

Decrease in requests for assistance

Number of Walk-thru’s Played


Testimonial from a new hire…

It was after 5pm on a Friday evening last December. The 11th floor of the Seattle office was empty, except for a dedicated new hire named Manuel Martucci. He had just closed one of his first sales, and needed help in Salesforce. He reached out to his support resources, but they were not available due to the late hour.

Manuel thought he would have to wait until Monday to get help…. But then he remembered that his Trainer, Misti Scott, had requested access for his new class for a trial on a new tool called WalkMe. He opened the WalkMe menu right from Salesforce and saw the process he needed help with – Submit a request for a Site Survey.

Manuel followed the steps in the walk-thru to submit his request, and was also able to find out how to add the new Service Location. He stood up in his cubicle, pumped his fist, and shouted “YES!” out into the empty office.


Robust Analytics Portal

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The FutureExpanding WalkMeThe


Other CenturyLink departments are Interested…• Human Resources▶ Faster onboarding of new hires▶ Just In Time learning for benefits enrollment

• Consumer Sales organization• Sales Engineers• Partner Sales organization


When Considering WalkMe for your company…

• Lives 100% in Salesforce• Easy for End Users to Grasp• Robust Training & Communication Vehicle • Adds a Training Resource• Accessible Analytics Tracking

Building a Killer More Productive Sales Team

Technology

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