360-degree view of the customer.” Productivity = Efficiency + Spendlove said that Conga customers Utilization created over 6 million contracts last year, “Many and cited one of the world’s largest hotel businesses face brands uncovering more than $600,000 One misconception I had going into these in missing billings upon investing in Conga. interviews was that efficiency is an end challenges in goal for businesses. I learned instead that tracking and efficiency is just one piece of the puzzle that He also provided an example of a customer controlling ultimately leads to increased productivity and “who was able to go from managing revenue. How businesses and employees contracts with 30 different spreadsheets losses in choose to leverage increased efficiency helps with complex macros, to automating the productivity. whole process. By leveraging Salesforce determine their ultimate ROI. and Conga Contracts, they saw 25% This stems efficiency gains from that automation. “Efficiency creates the opportunity for from inefficient They now have searchable automated improved productivity, but they aren’t communication, contracts and a way to redline and necessarily synonymous,” Stokes said. negotiate — all based on the Salesforce “How the individual and business decide the absence platform,” Spendlove said. to take advantage of the opportunity of integrated determines the benefit.” For Vonage customers, better business collaboration outcomes are realized through He pointed to the automated collection of tools, and the “understanding who is calling you, getting call data. “Automatically opening a new or inability to share a deeper understanding and additional existing ticket creates efficiency,” he said. context through information pulled from “This could be used to reduce the time a data across within Salesforce, and then adding to that customer agent spends on the phone with all customer contextual data by updating Salesforce a customer, or it could be spent upselling with information from the current different products. All of these take and employee communication,” said Stokes. Common advantage of the improved efficiency, but touchpoints.” use cases of Vonage for Salesforce include: each delivers a different benefit in the end.” BRYAN STOKES • Sales and customer-focused companies VONAGE Ultimately, it was Fliege who summed up one leveraging voice, data, and Salesforce integration of the prevailing ideas around the benefits of increased efficiency in the workplace. • Sales managers using automatically “Efficiency can increase productivity. If you logged call data use this time to do more work in the same amount of time, it increases productivity,” • Sales team members noting he said. “But if you use the gained time interactions and scheduling tasks to look up your Facebook account, it's and activities with prospects obviously not productive.” THETHE EXCHANGE EXCHANGE 17 SPSPRIRINNGG 22001188 17