DirecTV's new enterprise system offers sales agents a whole view of the customer -- and real-time guidance to close deals.
Handling the phones for DirecTV used to be a juggling act. Sales agents had to use as many as 13 systems -- toggling between applications, scribbling notes, checking cue cards, punching numbers into handheld calculators -- all while trying please a potential customer.
Keeping those balls in the air affected productivity for a group responsible for half of the $30 billion company's revenue. Working with three outsourced call centers without a consolidated customer record didn't help either.