Sales and Marketing
IT Service Management
Leverage an end-to-end, AI powered enterprise platform to unify customer experiences
Complex account hierarchy
Lack of partner synergies
Low team productivity
High cost of ownership
HOW FRESHWORKS CRM HELPED
Larger deals and unified customer views
Improved channel collaboration
Accurate sales forecasting
As a global supplier of connectivity solutions, TKF (BV Twentsche Kabelfabriek) supports the smooth running of key sectors like power, construction, manufacturing, and telecom. Their regional center in France, our center of focus in this case, primarily services the telecom sector with networking infrastructure solutions. The service includes the installation and upkeep of fiber optic cables for multiple telecom operators.
TKF Telecom France sells to large enterprises usually involving a multi-threaded buying process across key decision-makers. Given this background, sales teams at the firm needed to follow a process that engaged multiple personas within a potential customer account. It also meant there was a need for tools to support this complexity.
However, their sales technology stack primarily comprised an email client and spreadsheet software that was unable to meet the demands of their business. Eventually, they faced multiple challenges:
“Despite all our efforts, we were not able to quickly grasp the full customer context, assess account health, and close deals as we had anticipated to. Besides, the tech ecosystem did not allow us to personalize our engagement with prospects.”
Head of Sales, Synergy Enterprise Solutions
TKF Telecom France
They concluded that a central system would help them close the gap. As they explored how technology could address the challenges listed, they began to look for a CRM solution. In fact, as they were moving up the value chain of the market, they needed their CRM to scale and meet the complexity of their future sales needs. But as much as the CRM would need to be sophisticated to manage growing account complexity, it would also need to offer a simple, yet comprehensive view of the customer journey. That way, reps could skip navigating a feature-laden interface and earn back valuable selling time to focus on higher-order sales activities.
“As soon as we were given a demo of Freshworks CRM Sales Cloud, we knew it would resolve some of our most pressing sales challenges, to begin with. In fact, after a short set-up period and minimal training, we were able to hit the ground running from Day 1. And it hasn't disappointed till today.”
Here is how Freshworks CRM Sales Cloud is helping them today:
“Today, for our new optical testing solution which uses IoT and robotics to detect network issues, reps from TKF Telecom France and our partners can manage opportunities and accounts efficiently. Also, they can segment the most promising deals and personalize their pitches for each segment. Today, it has increased demo requests, boosted pilot orders of this service, and ultimately translated to new customers.”
Jean-Philippe is delighted to note that Freshworks CRM has addressed key challenges hampering progress at his sales department.
He says it will be instrumental in TKF Telecom France’s digitization efforts across the organization, especially as buying behavior goes virtual during the challenging times the world is navigating through today. Jean-Philippe believes that the CRM has made TKF Telecom France’s selling resilient to brace for market headwinds that will unfold over the next few quarters.
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