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NZ’s Eagle Technology leverages TrustSphere to better manage customer relationships

Anuradha Shukla | Aug. 3, 2017
The company now has an overall picture of its relationships with customers based on the nature and frequency of communication between them.

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Credit: GraphicStock

Eagle Technology -- an IT systems integrator based in the New Zealand -- has integrated TrustSphere's Relationship Analytics platform, TrustVault, with its mail and Salesforce.com application.

This aims to provide customer-facing staff a "single point of truth", while the company gets an overall picture of its relationships with customers based on the nature and frequency of communication between the two parties over various touchpoints.

Eagle Technology used TrustVault to develop a platform that allows one- and two-way sharing of data between different systems while maintaining Salesforce as the central information management system.

TrustSphere's connectors first extracted metadata, such as sender and recipient names, date, time, from the digital logs in Eagle's Mail. This provides visibility over communication patterns and activity.

TrustVault then built an enterprise social graph using statistical algorithms that scored every relationship Eagle Technology had -- be it internal relationships within the organisation or relationships with customers and partners.

Thereafter, TrustVault ingested the data and embedded them into Salesforce.com's dashboard.

Customer-facing staff could thus use the above insights, which provide a holistic view of communications and status with their customers, to improve customer engagement and enhance sales performance.

Besides that, TrustSphere helped Eagle Technology mitigate the risk of losing valuable customer relationships. The Transition Report provided a historical log of email communication of all sales personnel with ongoing external sales customers and pipeline leads. Each employee's "relationship network" is also ranked to capture the most important relationships and their frequency of communication. This allows line management to know which relationships are key to pass on to other sales personnel when an employee leaves.

 

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