Experian
Customer Success with Concurrence

Experian uses Concurrence to give their sales team a consistent and professional way to deliver their capability presentations and proposals.

When Experian adopted Concurrence it was part of a larger scale exercise to dramatically improve the quality of its communications, specifically within the proposal area. Vice-President of Sales Effectiveness Kelli Stephenson had tasked her team with looking at not only the logistical processes within their proposal function, but also the quality of what they were saying within their written proposals.

The effect of Concurrence was immediate – improving the quality of every piece of communication that went to a customer or prospect, and creating a strong, confident and professional perception across the business. “Concurrence helps us create an exceptional experience for our clients through the ability to personalize both their interaction with the delivery medium and the surrounding messages,” observed Stephenson. However what also became apparent to Stephenson pretty quickly was the fact that Concurrence had uses far beyond just the proposal space originally identified.

The first impact was in the area of capability presentations. Previously sales staff were turning up to meetings armed with a whole raft of PowerPoint presentations, and conversations were often driven down prescribed routes by the linear nature of the presentation rather than allowing the sales staff to explore customer problems and react accordingly.
In using Concurrence to manage PowerPoint – and potentially other forms of content as well, Experian are now less linear, more interactive and ultimately client-driven.

The result is that Experian are now able to have real conversations about client issues, and this generates tangible results.

From an internal perspective the process is a pretty painless one as well. Concurrence’s synchronization and version control process means that once a presentation is built, it’s a simple task to update any of the pieces on a regular basis – making sure that the sales teams always have the latest version of the presentations. Vinnie Mainolfi (Communications Specialist within Stephenson’s team) is delighted with the speed and ease of the process, as well as the ability to tailor an output for a particular client or opportunity in a matter of minutes.

As he remarked, “Rather than providing a set of static files, Concurrence allows us to create an experience around content delivery. Whether the recipients are clients or internal users, we can ensure easy, intuitive access to exactly the content they’re looking for, all within the context of our brand and relevant positioning.”

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