Client Reference Avaya Lead Process Optimization

Outsource of the lead management process for Avaya over the course of three years.

Starting with development of integrated reporting around Avaya's Siebel system this project evolved into an end-to-end review of the processes, databases and systems involved in customer management (CRM), campaign control (MRM), lead distribution and reporting.

bChannels services for Avaya

Lead Campaign Management

Our initial engagement involved us in managing a large multi-country lead generation campaign for Avaya. bChannels project-managed a network of agencies to deliver a targeted database, a proposition, a landing site and tele-qualification in ten EMEA countries.

Lead Qualification and Closure

The focus quickly moved to the lead qualification and closure process. Avaya's Siebel/Oracle system was used as a platform. We built consistency into lead qualification and measurement into the lead closure process across the EMEA region.

Lead Distribution to Partners

bChannels was then involved in bringing process established in the US into Avaya EMEA. There was specific focus on the deployment of a shark tank approach to lead distribution to partners and on the use of global CRM tools to target customers most likely to purchase.

Why this matters to Avaya

For most of our clients lead generation and closure through partners is a key part of the overall channel program architecture. Avaya set global targets for lead generation and established, with the help of bChannels, robust measurement process to monitor success.