Overview
Agilent Technologies and CPM formed a strategic partnership to develop an Inside Sales Team for Agilent’s Service and Support Division (SSD) and After-Sales division (maintenance and warranty mainly), communicating directly with the end-user and closing the sales cycle.
Our approach
CPM Barcelona has 20 dedicated Telesales & Telephone Account Management Consultants covering 10 countries in the EMEA region on Tech-Touch sales services as summarised below:
- 13 Telesales Consultants manage Agilent’s Deal-Trade EMEA business. The team receives repairing quotes already sent to the clients, analyses them, and offers special offers to transform them into maintenance contracts. The team manages insurance sales and Agilent’s educational business selling seminars and training to clients. This team is a pilot for Agilent new renewal contracts service.
- 2 Telesales Consultants manage POIS (Point of Instrument Sales) selling instruments for the German market.
- 2 Account Managers for the SSD (Sales and Service Division) manage specific accounts within a region or territory, selling contracts and other services to the clients.
- 1 Admin Support for Agilent’s Field SSD team to increase revenues from these specific accounts.
- 1 Operational Executive to manage advanced insight reporting.
- 1 Operational Manager
The result
CPM have been a strategic partner with Agilent Technologies for over 8 years delivering amazing results together:
Sales volume of 40M $ per year
Revenue growth of 10% every half Agilent’s fiscal year
ECCCSA Awards Finalist - Best team of the year 2018
ECCCSA Finalist - Best outsourcing partnership 2019
Selected by Agilent as worldwide Preferred Supplier in 2016
The conclusion
The key success factor for this project has been a solid cooperation between CPM & Agilent, where both companies have adopted a mutual partnership approach across the entire business operation:
CPM is a preferred global supplier, set to complete a 10-year partnership in 2023.
Optimized the customer journey to deliver a better experience and a higher sales conversion.
Cross-selling and upselling activities to drive customer retention and new from existing client growth.
Constantly driving innovation through new online channels.
Bespoke CPM Sales Academy Training.
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