vertical selling series - professional services webinar v2.1
TRANSCRIPT
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.BroadSoft ®, Proprietary and Confidential
Presenter: Paul RoweGo To Market, BroadSoft
Selling Cloud Communications to the Professional Services Market
Thursday Dec. 17th 2015 1:00pm - 2:00pm EST
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
What’s In It For Me?
Sell to a sector embracing the cloudBased on BroadSoft estimates, 20% of customers are from the Professional Services industry
Get 2x more revenue from licensesProfessional services firms have a higher % of knowledge workers requiring value-add applications
Close deals quicklyUp to 95% of pro services firms are <20 seats and can be closed in one meeting and demo
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
It’s a Big Opportunity!
Source: Bureau Labor Statistics 2015
8.7 million employed
1.1 million businesses
Using the cloud to increase efficiency
Legal
Accountants & Auditors
ManagementConsultancy
Architects
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
Professional Services Key Persona:Knowledge Worker
• Highly skilled• Solve non-routine problems• Clients expect to contact them
anytime• Flexible worker• Use laptop, tablet, smartphone• Expect to use UC&C tools
Require:BC Premium seat licenseUC-One suiteMobility / BYODCall RecordingCRM Connect
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
Professional Services Key Persona:Office Administrator
• Office based• Regular hours• Repetitive tasks• Use desktop PC and phone• Frequent calls, mostly internal
5
Require:BC Premium seat licenseUC-One desktop IM/PDesk phone
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
20 Seat Example:Pro Services Firm Pays 2x More
80%
20%Knowledge Workers
Office Admin
General Worker
Professional Services Firm
10%20%
70%
Knowledge WorkersOffice AdminGeneral Worker
Retail Firm
Type Qty MRR Cum.MRR
Knowledge Worker (BC Premium Seat + CR + CRM)
16 45 720
Office Admin(BC Premium Seat)
4 25 100
General Worker 0 15 0
Call Queue Agent 5 18 90
Site Services (AA) 1 20 20
Total (US$) 930
Type Qty MRR (US$)
Cum.MRR
Knowledge Worker (BC Premium Seat + CR + CRM)
2 45 90
Office Admin (BC Premium Seat)
4 25 100
General Worker 14 15 210
Site Services (AA) 1 20 20
Site Services (HG) 2 10 20
Total (US$) 440
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
BroadCloud CustomerLaw Firm
Law firm protecting everyone's right to have access to justice. They promote the vital role legal services play in the economy. • 11 premium seats with UC-One app & collaboration bundle• 6 soft-phone only users• 5 desk phones• Call Recording• 1 Receptionist Console
They had an old system and were finding it hard to manage and wanted a more modern, easier to use solution so that they could turn their attention on improving their business productivity.
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
BroadCloud CustomerManagement Consultancy
A creative agency offering a range of consultancy, design, development, marketing and management services for business events.
• 20 premium seats with UC-One app & collaboration bundle• 90% soft-phone only users• 2 desk phones
As a dynamic, creative company, they needed a flexible solution to enable mobile knowledge workers to work more efficiently. With business relying on professional communications, they needed the extra resilience of a cloud-based service.
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
BroadCloud CustomerProperty Management Services
Manages property on behalf of private residential leaseholders
• 30 premium seats with UC-One app & collaboration bundle• 100% soft-phone only users• 0 desk phones
The customer had lost business as a result of downtime on their old, on-premises PBX. A key selling point for BroadCloud is the resiliency and business continuity it provides to customers. They also benefit from flexible working.
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
The Sales Process: Consultative Selling Framework
CloseProve
Objection Handling
?
QualifyingData CaptureBuyersAccount
Planning
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
10 Lawyers, 10 admin staff 2 offices cross 2 US States Subcontract lower value work
Law Firm Scenario
Legal ExpressChallenges
Increase efficiencyProvide professional client service
Monica – AttorneyKnowledge Worker PersonaWorks long hoursWorried about missing deadlines and client callsOften away from officeUses laptop, smart phoneNeeds to log time spent on client
Sophia – Billing ClerkOffice Admin PersonaWorks regular hoursMost calls are internalUses a desk phone and PC
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
In Small Law Firms, The Buyer is the Attorney
Sales Tips• Meet face to face• Provide an agenda• Be patient, establish rapport• Get them talking:
• Prospect should do 60% of talking• Use references and company news• Establish what you’re selling is a must-have• Provide a demo• Make the close
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
The Perfect Pitch
Recap Customer Challenges
Show how challenges can be resolved (features & benefits)
Demonstrate ROI or improved TCO
Reinforce why us
Close
Handle Objections
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
With Hosted UC
Law Firm Scenario: Increasing EfficiencyWithout Hosted UC Excessive use of voicemail Delay of several hours No collaboration Multiple calls for multiple
participants Delayed time to resolution Excessive time wasted
Conclusion
Communicate more efficiently Identify resolutions more
quickly Click to call and storage of
calls using CRM Connect
Client paid bill?
IM: yes, funds arrived this morning
Free
‘My Room’ collaboration Client
3rd partyresearcher
Monica
Sophia
Busy
IM: has client paid bill for last case work?
Legal Express
Client
CR
M C
lick
to C
all
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
With Hosted UC
Law Firm Scenario: Improving Client Service
Without Hosted UC
Calls to the office will be missed Non-integrated voicemail systems Response delayed for hours or even
days Multiple numbers for different devices Mobile calls not recorded or logged
Key client calls Monica’s business number
Monica is out of the office on her way to a court hearing.
Hosted UC routes the call to Monica’s mobile phone and she takes the call. Recorded call.
Conclusion
Monica never misses a call Client responsiveness improves Call Recording for audit trail
Legal Express
Client
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
Why Us?
• No Capex• Transparent OpEx• Scalable• Always latest version• Rapid deployment• Low TCO
Hosted UC Solution
• Mobile• Fixed• IM• Presence• My Room• Any Device
Network
One Contact
One Bill
$Service Level Agreements
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
Objection Handling
I’m worried about the reliability of the solution – is the cloud service reliable?
Our services are located in geo-redundant, secure data facilities that deliver carrier- and enterprise-grade services. Any maintenance is performed by us at no extra charge to you and does not cause you any downtime. Plus
the service provides business continuity features to withstand local premise outage –
fire, flood, electrical failure.
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
Proof Point: Law Firm Case Study
Commercial law firm with 170 employees across 13 offices. Limited IT staff. Needed to replace outdated, expensive premise-based PBX with simpler to manage solution with business continuity.
• Full UC-One suite of applications• Auto attendant with dial-by-name• Web receptionist console
Becker and Poliakoff has reduced costs, improved client service, increased efficiency, improve scalability
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
Top 3 Things to Remember
19
Professional services market is a huge market opportunity for Cloud UC
Get 2x more revenue for BroadCloud licenses
Up to 95% of pro services firms are <20 seats. You can close them in one meeting
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
Your Call to Action
1. Devise an account plan to target Pro Services firms in your territory today
2. Follow the eLearning sales curriculum*• Benefits-led, consultative selling course• BroadCloud Sales Configuration modules
3. View the online BroadCloud video demo tutorials• Register for free access here:
• http://broadcloud.smart-lynk.com/login/
* Contact your Manager if you are not enrolled on the eLearning curriculum
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.BroadSoft ®, Proprietary and Confidential
Look out for the post-webinarSpotlight email with links to the
deck and playback recording