With an Enterprise-Wide, Real-Time View of All Activity, B2B Organizations Can Now Reduce Churn, Increase Upsell and Maximize Customer Lifetime Value
AUSTIN, Texas, Sept. 19, 2018—Olono, the leader in sales activity automation, today announced expansion into Customer Success Management (CSM), making it easier than ever for customer success organizations to track all account activity in real time—including activities occurring outside a company’s CRM system—to improve expansion, renewal and retention rates.
Today, only 29 percent of B2B customers are actively engaged with their vendors. Low engagement limits renewal and upsell opportunities and, worse, can often lead to increased customer churn.
Acting as a customer success rep’s perfect memory, Olono Account Activity Management understands all activities that have already occurred, then prompts reps to take the Next Best Action for each customer’s journey—often automating the Action. At the same time, Olono showcases activity cadence by account and rep, providing managers real-time visibility into which accounts are progressing as well as those that are stalled—so they can improve customer satisfaction and take action in time to save.
“Activity is the number one indicator of successful customer relationships, however despite weeks of training and binders full of best practices, most B2B customer success reps don’t know the right activity to take at the right time for each deal. The result is too much time passes between engagements and suddenly an account is at risk,” said Larry Warnock, CEO of Olono. “By automating data entry and delivering customized Actions, Olono Account Activity Management makes it easy to ensure high touch, customer engagement for every rep, every account. No more dropped balls or surprises, instead CSM teams can nurture more customers more effectively to drive consistent, predictable execution.”
With Olono Account Activity Management, Customer Success teams can:
- Get real-time insight into Account health—Stay ahead of churn, renewal and expansion opportunities with a single view of ALL activities from across departments; Slice and dice Accounts based on engagement status, progression, teams, reps, activity levels, risks and more and see data adjust instantaneously.
- Improve accuracy of CRM data—Automatically capture every activity associated with an account from 70+ business apps and tools, giving managers deep visibility into Accounts while eliminating time-consuming and error-prone manual data entry that plagues customer success reps.
- Drive process adoption and scale customer success team operations—Trigger recommended Actions to improve rep behavior, speed onboarding and ensure consistent responses and engagement levels; Embed playbooks to automate recurring processes such as check-ins, business reviews and more.
- Replicate winning—Measure and inspect rep activity to understand what activities have occurred and which steps were missed; Quickly understand patterns of success and issues, then trigger new Actions impact rep behavior across all Accounts.
Available as a tab in Salesforce, a standalone app or a mobile app, Olono can be deployed in minutes, with simple one-click integrations to email applications, calendars, browser data and other tools used by customer success teams.
Olono is Sales Activity Automation. A SaaS-based solution, Olono leverages the sales and marketing application investments organizations have already made, capturing all sales and customer success activity and digital exhaust from any source—then automating actions to drive consistent, predictable sales execution. Headquartered in Austin, Texas, Olono is trusted by B2B sales reps and management to improve pipeline visibility, increase sales process adoption and reduce rep ramp time. For more information, visit: www.olono.ai.
"Activity is the number one indicator of successful customer relationships, however despite weeks of training and binders full of best practices, most B2B customer success reps don’t know the right activity to take at the right time for each deal. The result is too much time passes between engagements and suddenly an account is at risk."