BackChannel Account Manager
BackChannel’s Sales Support System for Major Account Managers was designed from scratch to help you visualise the use of Internet services by your customers.
Via a personalised web portal we will show you the services they currently use, who provides them and how they are performing; we do this globally.
BackChannel will help you to a deeper understanding of the needs of your accounts increasing your chances of winning new business, and of retaining existing services, whilst locking out potential competitors. We help you to stay two steps ahead of your rivals for that business.
BackChannel Major Account Manager is delivered to your desktop through a personalised web portal
The detailed account view shows you exactly what services are in place today, who is providing them and where they are located.
The straightforward graphing quickly shows the competitive landscape any account or group of accounts and the opportunities open to you.
Switching to Map view geographically locates those services, giving an interactive view of your accounts.
BackChannel give you a competitive edge. If you’re the incumbent; we show you opportunities for consolidating your position and highlight where threats are developing. If you are the contender we show the opportunities for gaining a foothold against even the strongest incumbent.
Linking Account Manager with the optional LiveView service immediately alerts you when a service in one of your accounts is down, or performing badly. If it’s one of yours you can get to the phone before the customer does, if it’s not you will probably know before your competitor does.
BackChannel Sales Director
“A well managed sales team is a productive sales team”
The hierarchical structure of BackChannel Account Manager allows team leaders and executives to analyze the performance of each account manager and gain equal visibility into their teams major accounts.
Executives, Sales Directors and Business Development Managers need to understand, develop and manage customer revenue streams. BackChannel provides an unparalleled view of an organizations global consumption of IP services. Unlike regular business intelligence or revenue assurance sources BackChannel provides an on demand data driven solution that allows you to landscape your market and set a base line or performance benchmark for your organisation.
BackChannel opens a window on exciting new business opportunities by showing what services an organization is buying from your competition.
Consistent tools automatically monitor and report progress on an account-by-account basis, ensuring you gain a level of detailed comparative, opportunity & performance analysis, and historical visibility that has never been available before. See BackChannel Market Intelligence for more on this topic.
The highly visual reporting interface is hierarchically structured, enables you to drill through sectors, or other account groupings, right down into specific accounts.
BackChannel helps you to understand your market opportunity and create realistic performance benchmarks.
We answer those previously un-answerable questions; what are my competitors selling into my accounts that I don’t know about? And, how am I going to make next quarter?
Here are the installed bases of Internet services amongst the major account sales team of a medium sized ISP. It acts as a performance benchmark.
Integration with Googles’ global mapping technology shows the geography of your sales teams customers down to street level.
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Historical report can can be used to track progress against of any individual or group of individuals against established performance benchmarks. Reports can be viewed by various criteria to an extremely granular level, including by:
- Business service
- Size, or Turnover
- Sector
- Region: Country, City, State etc.
Export of the underlying data allows for further analysis outside of the BackChannel reporting environment.
Over time you will build up a clear picture for each of your accounts that grows into an overall picture of your customer base, from which you whole company will benefit.
Combined with BackChannel Market Intelligence gives you a comprehensive competitive edge that will put you ahead of the pack quarter after quarter.
Customer Churn Analysis
Customer churn is a top issue for any service provider. Churn eats into profitability and can be an indicator of deeper issues than just poor sales performance. Churn may mask operational or training issues, un-competitive service offerings or a change in the behavior of a particular competitor.
For the account manager loss of a service means more than just having to replace the missing revenue, it means that someone else is active in the account, has a relationship with the customer and is winning business away.
BackChannel disaggregate win loss data to expose the underlying activity that is affecting your company’s churn.
This chart shows, the leased line connection, win loss data for a sector team over a period of 12 months. Source data may be extracted to other applications like Microsoft Excel, to allow detailed examination of churn.
An extended version of LiveView will be available in 2008 with Forward Churn Prediction; FCP uses fuzzy logic systems to identify services or customers that may be at risk of churning away to a competitor.
BackChannel Account Visualiser
Enables you to see all the services and locations where your customer has an online presence. BackChannel provides both graphical and geographical visualisation of the corporate structure and maps the physical locations of your customers, their services and where your competition is present.
Account visualiser keeps you up to date with market and industry data on your customer, providing industry data and news feeds, data services and links to the latest financial information.
BackChannel LiveView: Alerting
For those high value services that you want to win; or maybe protect, BackChannel offers, LiveView. LiveView is a real-time monitoring system that reports directly to your desktop, or mobile phone, when a service is down or performing badly.
If the service outage is one of yours then the flash will be Red, if it is one of your competitors in trouble it will flash Amber.
