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DirecTV entices more couch potatoes with new software

Thanks to an integrated sales and CRM system, the firm has more insight into customers.

By Stephanie Overby
March 27, 2014 05:38 PM ET

CIO - Handling the phones for DirecTV used to be a juggling act. Sales agents had to use as many as 13 systems -- toggling between applications, scribbling notes, checking cue cards, punching numbers into handheld calculators -- all while trying please a potential customer.

Keeping those balls in the air affected productivity for a group responsible for half of the $30 billion company's revenue. Working with three outsourced call centers without a consolidated customer record didn't help either.

"If you started the sales process and then hung up to check with your wife, the next time you called in, you'd be routed to a different call center and a different agent and none of that original information would have been captured," says DirecTV CIO Mike Benson.

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Originally published on www.cio.com. Click here to read the original story.
This story is reprinted from CIO.com, an online resource for information executives. Story Copyright CXO Media Inc., 2012. All rights reserved.
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