sales training part 2 3

Callture Confidential

SALES TRAININGPart 2

11/06/2012 Introduction for Partners


Sales OverviewQualifying, Recommending

& Selling a Callture Solution


Target Customers

• Markets– Small/Medium Size Enterprises (SMEs) 10 to 500 users per location– Businesses Adding Remote Employees, Offices or Consolidating Locations– Looking to purchase a new phone system or upgrade an old PBX– SMEs opening new business – SMEs having collaboration requirements – Distributed Enterprises (Starbucks; State Farm Insurance offices)– Businesses with multiple locations with virtual workers & telecommuters – SMEs needing inbound Call Center applications

• Buyer– Business Owners – IT Managers

• Application Users– Business's cobbling together applications for communication– Users who need productivity tools beyond voice available to them anywhere they

are – in the office or mobile3


Qualifying Callture Customers

• What does the company do? • How many employees?• How do they currently communicate and what are the gaps? • Does the company have a “Hodge Podge” of communications expenditure

(PBXs, T-1 Lines, Email servers, technician costs, International calling, Employees using their own cell phone and expensing etc…)?

• If so what tools do they use? • Gather details of current services and applications used including cost for TCO comparison

• Are they looking to open new offices or add remote employees• Ask about inefficiencies or wastes they know about

• Brainstorm with the customer / Consultative selling)• Is the company seeking to increase productivity and control of their

telecommunications system?• Does the company see themselves now or in the near future needing an

inbound Call Center solution?

4


Qualifying Callture Customers

• Opportunity? Build Case• Walk-Away Positions

– No need of conferencing, messaging or fax services

– Locked into long term contracts/hardware leases

– Low total budget per user– Looking for SIP Trunks or Preserve Existing

Equipment including phones

5


Selling Callture: Key Messages

• Cloud-Based SaaS Benefits– Low Total Cost of Ownership– FutureProof includes updates, support and upgrades for life– Fixed monthly– Reduced headaches

• Unified Communications – all unified, one bill for all telecommunication related cost

• Improve Responsiveness - accessibility, speed of information flow and communications effectiveness

• Operational excellence – outsourcing the entire PBX maintenance let company to focus on core competency

• Better value – bundled solution provides opportunity to be more aggressive and flexible in TCO stories

6


Recommending a Callture Solution

• Understand the:– Criteria for appropriate service– Customer’s communications environment– Employee work needs – Importance and relevance of Callture business rules

• Don’t just sell features • Focus on their business:

– What do they do?– How do they communicate?– What is broken and what is not?– What are they trying to accomplish?

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End-to-End Turnkey Solution

System Features• Unlimited Domestic Calls• Pre-Config Phones• Internet Fax• Conference Calling• Memo-on-Call • Enhanced Voice Mail• Extensions• Call Blast/Call Hunt• Over 40 Features

Internet Fax• No Fax Machine• Separate Number• Faxes are Emailed• Send Faxes Online• Faxes are Archived• Memo-on-Call • Extensions• Call Blast/Call Hunt• Music-on-Hold

Auto Attendant• Custom Main Greeting• Unlimited Extensions• Follow-Me Features• After Hours Mode• Voice Studio• Voice Mail• Extensions• Call Blast/Call Hunt• Music-on-Hold

Cost Savings• No Up-Front Cost• No Maintenance Cost• 60% Savings on Line Cost• Save on International Calls• Lowest Price Guaranteed

Why VoIP• Cost Savings• More Features• Faster Activation• Scalable Solution• No Contracts

8


Customer Scenarios

• Recommend the Appropriate Callture Solution

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Customer - Virtual Phone Scenario

Current Situation: We have staff who are very busy, always on the go, missing phone calls, getting voicemails, in meetings and sending instant messages.

Solution:

- Find Me Follow Me moves calls to the right place or group of people- Fax to Email allows staff to send and receive faxes from anywhere- Mobile Call – Moves calls transparently across phones without interrupting and

make calls with business caller id from the staff’s mobile phone- Unlimited Extensions - Each staff can have their own extension and forward it to

any number anywhere

Virtual Phone System

10


Customer- Business Phone Scenario

Current Situation: We are in the need to buy a new phone system and are debating between a premise-based PBX system, or a hosted PBX solution.

Premise-based systems seem to give us the features we need, but they are proving to be very expensive.

Solution:

- Complete alternative to a hosted or premise-based phone system- Cut monthly cost by over 60%- Uses Standard Polycom, Cisco, Linksys, Aastra, and a powerful Soft Phone- Truly Unlimited outbound domestic calling- Cut cost on maintenance and adding/removing user- Complete flexibility with bandwidth options- Low Capex with enterprise-class features

Hosted PBX

11


Customer Conferencing Scenario

Current Situation: We frequently hold conference calls, sometimes with only 3 to 5 attendees, and sometimes with 15+.

We've looked at 3rd party conferencing services, but they tend to be expensive and introduce an unpredictable cost factor into our business.

Solution:

- Truly Unlimited Audio Conferencing- 4-way conferencing from soft phone or desk IP phone- 20-way on-demand conference bridge (no need to schedule)- Local dial access or 800 access (extra charge)

Audio Conferencing

12


Customer Call Center Scenario

Current Situation: We have a 7-seat customer service call center that needs to have better call control and monitoring.

We've looked at advanced Call Center solutions, and they all seem to come with huge price tags and more features than we are looking for.

Solution:

- Advanced ACD functionality at a fraction of the cost- Create IVR tree online in real time- Free tech support to create the system exactly as the users wants it.- Support for multiple queues, custom greetings and music/promotion on hold- Custom routing options, geographically distributed Agent queues- Zero Capex requirement, all pay-as-you-go SaaS model

CallCenter

13


Key Points

• The ideal customer profiles suited for Callture solutions are:– Small/Medium sized enterprises– Multi-Location customer with 100+ employees– Relocation, consolidation, mobile employees

• Qualify customer needs and best pitch• Provide a comprehensive solution proposal• Address the needs across the organization

14


SALES TOOLS


Format & Layout Tab Content

Callture - Access: support.callture.comUsername: assigned log-inPassword: personal password

Demonstration

& Partner Management

16


OVERVIEWOF QUOTING TOOLS


What is Callture Quote Generator

• User-friendly application designed to automate all quotation systems for Callture services

• A quotation system to automate the sale of Callture and Callture Services in a more effective way

18


Why Callture – Quote Generator

• Standardize Callture quote• Streamline process of quoting a Callture

Suite solution• Ensure accuracy of pricing• Provide consistency of layout• Provide availability of quoting tool to

anyone needing to quote a Callture solution

19


USING THE QUOTING TOOL


Callture - Quoting Tool

• Fill Out Form: Enter Information and select packages and phones

• Master Pricing: This sheet have all the default pricing. This can be changed for customization

• Payment Info: Enter information about payments here

• Print Quote: Customize it with your logo and print the quote

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Callture – Quote Tool

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Callture – Quote Tool

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Quote Tool - Payment Info

Callture Confidential – 4Q10 24


Quote Tool - Print Quote

25


Callture – Personalized Site

26


Callture – Online Sign up

27


Online Sign up – Pick Devices & Numbers

28


Sign Up – Payment Info

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CALLTURE IMPLEMENTATIONProvisioning & Administration


5-Step Provisioning

31


Provisioning Devices

32


5-Step Provisioning

33


5-Step Provisioining



5-Step Provisioning

35


Provisioning a Callture Account

• Upon customer acceptance of a Callture quote, it is automatically forwarded to the Callture Client Services Department (CSD) to begin the provisioning process.

• Online sign up form (OSF), a Site Survey and has the customer run two Mini-Assessment Tests (MAT).

• Partner ensures that CSD is in receipt of the OSF, Site Survey and MAT and requests that CSD move the account into production.

• CSD leverages customer-provided information to set up the customer account with the appropriate Callture services, users, groups and phone numbers.

36


Administering a Callture Account

• Administering an account is done through a web dashboard– Users and groups are created, assigned and

managed– PBX configuration is complete– Phone numbers are purchased and assigned– Conference rooms are created– Additions and deletions can be made quickly

and easily

37


Key Points

• The Online Sign up, MAT and Site Survey must be completed before requesting an account move into production

• All provisioning documentation must be completed prior to moving an account into production

38


HOW TO COMPETE AND WIN


Competitive Landscape

• Voice Services– Premise Hardware (iPBX) – Nortel, Avaya, ShoreTel

• Expensive CAPEX

– Hosted Solutions – Sylantro, Broadsoft, Packet8• VOIP only solutions

– Microsoft Live Communications Server (LCS)• Enterprise premise focused• Yahoo acquisition is a distraction to this effort

• Call Center Services– Five9s, Packet8

• Expensive and complex


Callture delivers all the services a company

needs at one simple flat pricing which is the

lowest in the industry with the fastest

provisioning


Competitive Landscape

Company Callture

Vocalocity RingCentral Fonality Packet8

MRC/’Basic’ 4 Seats

$78 $300 $120 $124 $240

Activation No No No Yes YesAdditional Cost No Yes No Yes YesAnnual Contracts No Yes No Yes Yes

Free Trials Yes No Yes No NoOnline Sign up Yes No Yes No No

Easy Provisioning

Yes No Yes No No

Selling Directly

No Yes Yes Yes Yes

Additional Weaknesses

Extra cost for fax, local and

extensions

Limited features No click-to-call

Extra cost for app usage. Offer

on-premise solution.

Extra cost for fax. Offer

server hosting.

41


Premise-Based Solutions

• The real choice is between a premise-based solution or a hosted solution.– All solutions fit into one of these 2 categories

• Premise Based Solutions– Anything requiring boxes other than

routers/switches onsite.– Servers, PBX, Key Systems, Hybrid Systems– Cisco, Shortel, Avaya, Nortel, NEC, Toshiba,

3COM

42


Premise-Based Challenges

• Significant Capital Investment– $700 - $1500 per seat, driven by requirements

• Technology Obsolescence– Location duplication– Continues to age– Stays static as technology continues to develop– Upgrades to new technology/features is costly

• Maintenance– Expensive - $3 - $8 per port per month– Requires expertise for most changes

• Hire a vendor @ $100 hr+, or train an employee

43


Premise-Based Challenges

• Scalability– Requires further investment to grow– Investment is sunk if needs decrease– Physically tied down– Limited remote support

• PSTN Connectivity– Still requires contracts with local, ld, ISP vendors – Term liability locks in prices in a falling price market

• Disaster Vulnerability– All intelligence is onsite forcing hard down

44


Callture Competitive Advantages

• Lower Total Cost of Ownership• Protected from Technology Obsolescence

– Intelligence and new features pushed to the edge

• Maintenance– FutureProof updates and upgrades for life– Moves, adds, changes now self-administered

45


Callture Competitive Advantages

• Scalability– Subscription based – grow or shrink at will– Add phones, service, seats as needed

• PSTN Connectivity Includes– Local, LD, Int’l, 800 – one bill

• Reduced Disaster Vulnerability– All intelligence is in the network – reroute

inbound calls based on your needs

46


Callture Differentiation

Category Differentiators

Corporate Mission & Direction • Applications company• Not dependent on disparate systems• Lowest Cost provider• Highest Commission

Network Architecture & Hardware • Bandwidth agnostic• SIP architecture• SIP end points: Cisco, Polycom, Snom, Aastra, Grandstream

Offered Services • Business Phone Service• Virtual Phone System• Sip Trunking & Tollfree

Features & Functionality • Comprehensive Voice• Online easy sign up and provisioining • ACD Call Center capability with call recording• Web Conferencing • Mobile app for mobility

Administration • Easy and fast provisioing• Administrative control• Comprehensive reporting• User control

47


Callture Differentiation

Category Differentiators

Call Quality Management • Hosted VoIP circuit retention or replacement options• Approved CPE Equipment List• QoS with monitoring system• Tier-1 Carriers

Migration & Configuration • Speed to migration and delivery• Self-provisioning of phones • End User Auto-Attendant changes ‘on the fly’• Ease and speed of number portability• Bandwidth flexibility

Support: Pre/Post Sales • Service Up Time• 24 X 7 support• Responsiveness and on-line Chat, email and calls • Knowledgebase• Videos• Comprehensive billing system

Training • Callture – Agent management• End-User & Administrative Training• Partner Sales Training • Partner Technical Training

48


Key Points

• Callture – A Better Business Model• Focus on delivering best-in-class next generation

business communication SaaS applications• FutureProof Communications• World-class engineering department delivers high

quality solutions – We Own the Technology!• Rapid deployment, short intervals, days to

revenue!• Experienced management team – willing to get

flexible to help you win!

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CALLTURE BENEFIT SUMMARY


Callture Benefits for You and Your Customer

• Operational excellence – Single point of contact for billing and invoice and support allows

customers to focus on their core business instead of communications infrastructure and operation

• Better value – Keep cost down so we can provide the lowest pricing in the industry

while maintaining competitive commission• FutureProof Communications

– Continue sales opportunities for more applications• Reduce Your Risks

– The unique unlimited usage packages enable customers to avoid dealing with usage hassles and common telecom complexity

– Unified user experience across all Callture services

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Value to Partner

• Offer your customers and yourself a compelling alternative: – Lowest Pricing in the Industry– Highest Commission– Life time Recurring Commission– Protected Revenue stream – 14 years of working

with Partners– Easy and Fast Provisioning– Provide Maximum Support to Succeed– We Succeed When YOU Succeed

52


SUPPORT


Sales Tools to Help You Grow $

• Callture – Quoting tool– Build custom, co-branded quotes in minutes– Flow-through provisioning

• On-line trial-account setup– Quickly set up your prospect with a live working

demo account… let the technology do the selling for you!

54


Resources & Documentation

• Callture – Partner Login– Customer account administration– Customer inventory– Training Tab– Documentation Tab– Help

• Training – Partner Sales Training– Partner Technical Training– End User Training– Administrator Training – Classroom or On-Line Training options– Certification

• Knowledgebase

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Benefits of Callture Partnership

• Channel Manager expertise in SaaS solutions• Dedicated Channel Management

– Joint Sales Calls– Ongoing Sales, Product & Process Training– Lead Generation– Custom Deal Support– Sales Engineering Support– Business Planning

• Access to and leveraging document and sales tools• Sales Incentives

– Lead Generation Program– Quarterly Sales Promotions

56


Key Points

• Leverage the resources you have available– Work with your Channel Manager to get the

appointment and make the sale– Be diligent in following up on leads and

increasing your funnel

• Use Quote Tool• Check the Partner Portal Help Tab for

current documentation and information on what services you can sell

57


PROGRAM SUMMARY


Program Objectives

• Verbalize the market strategy, value proposition and key messages• Describe the SaaS services provided by Callture• Identify the features and benefits of Callture• Identify target customers and qualification ‘best practices’• Describe application examples used during the sales process• Demonstrate Callture features and administrative functionality• Price and quote a Callture solution and appropriate add-ons• Explain the methodology for configuring a Callture solution • List business rules related to specific Callture Services

59


Next Step

• Review the Callture Value Propositions and value to the customer

• Be able to identify the target market, key buyers and customer needs that can be addressed with a Callture solution

• Be able to explain Callture and the features and functionality of the Callture Services

• Complete the Partner Sales Training Certification Quiz

60


Remember

• Ask Qualifying Questions and Find Needs• List Your Points that Callture Addresses• Review the Callture Value Propositions and

their value to the customer• Understand the target market, key buyers

and customer needs that can be addressed with a Callture solution

• Regularly Review Content so you are able to explain Callture to Prospects

61


Certification

• Complete the Partner Sales Training Certification Quiz

62


THANK YOU!

sales training part 2 3

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