Documentum

Deploy Resources Effectively

Documentum sells, services, and supports document management application software that enables companies to increase efficiencies throughout mission-critical processes. Already successful, Documentum wanted to increase its revenues even more while reducing the cost of sales by refocusing its field sales representatives away from small deals and onto larger, enterprise opportunities. In order to do this, the company concluded that a new telesales organization was needed.

Build an Inside Sales Organization

Documentum turned to Phone Works for help. According to Paul Hoffman, Documentum’s Vice President of Sales, “Phone Works responded to our needs immediately, rapidly outlining the requirements for the telesales operation. In addition, we saved an enormous amount of time recruiting our telesales staff because Phone Works had already-established industry contacts.” Peggy Cawthon, Documentum’s Manager of Corporate Sales, said, “Phone Works made us successful from the start by building a road map from which we could build upon or modify as our business needs changed.” Today, the Inside Sales Team is highly regarded within the company, and is viewed as a successful organization that has made a valuable contribution.

Benefit from Expertise

The major benefit in working with Phone Works was the expertise they provided. Cawthon reflects, “We had underestimated the complexity of building a telesales organization, but Phone Works was able to help us assess its role in the overall organization, which made building the team much easier than if we had done it alone”. Hoffman added, “Most companies just don’t have the time, the expertise, or the resources to build specialized divisions. By putting together a guide that listed processes and provided baselines for complex issues, including systems, qualification criteria for hiring, and more, Phone Works allowed us to use our management and planning resources elsewhere in the company.”