Building a Killer More Productive Sales Team

1. Building a Killer More Productive Sales Team Shelley Huber Senior Lead Process Analyst Lean Six Sigma Black Belt October 4, 2016

4. 4 About CenturyLink

5. © 2016 CenturyLink. All Rights Reserved. CenturyLink • A global communications, hosting, cloud and IT services company • Employs 43,000 people • Ranked 159 in the 2016 Fortune 500 • Offering innovative technology solutions ▶ Network and Data Systems Management ▶ Big Data analytics ▶ IT Consulting ▶ 55 data centers in North America, Europe and Asia 5

6. © 2016 CenturyLink. All Rights Reserved. CenturyLink: A Rapid Growth Company ▶ 2007 - Acquired 165,000 access lines and a 2,400-mile-long fiber network from Madison River Communications. ▶ 2008 - Embarq Corporation, formerly the Local Telecommunications Division of Sprint. ▶ 2010 - Qwest, creating the third largest telecommunications provider in the U.S. ▶ 2011 - Savvis, Inc., a global leader in cloud infrastructure and hosted IT solutions. ▶ 2013 - AppFog, Inc. and Tier 3, Inc. to enhance platform- as-a-service (PaaS) and infrastructure-as-a-service (IaaS) offerings. ▶ 2014 - DataGardens to strengthen disaster recovery operations, and Cognilytics, an innovative Big Data company. ▶ 2015 - Orchestrate to enhance Cloud platform with new Database-as-a-Service capabilities. ▶ 2016 - ElasticBox, a multi-cloud application management service startup, and netAura LLC, a security services firm. Mergers and Acquisitions in the last decade 6

7. 7 The Challenge Why WalkMe

8. © 2016 CenturyLink. All Rights Reserved. Coping with Accelerated Growth • Acquisition of multiple companies exponentially increased the number of systems and processes for users • Expansion of new products and services, consuming mindshare and training hours • Onboarding hundreds of new users without prior CRM experience • Adoption of newly aligned processes and procedures ▶ Still taking shape through numerous phased initiatives 8

9. © 2016 CenturyLink. All Rights Reserved. Challenges Generated by Rapid Change • Short new hire training periods • Long sales ramp • Complex systems and tools • Complex processes • Retaining valuable employees • Limited real time support • Loss of Productivity • More internal effort to align teams • Non-Compliance • Inaccurate Analytics • Loss of Talent • Loss of Deals 9 Challenges Symptoms

10. 10 The SolutionThe Implementing WalkMe

11. © 2016 CenturyLink. All Rights Reserved. Implementation started with a trial group • Started with a group of 200 Sales Professionals, including new hires and seasoned employees. • The three-month trial period brought successful results, including a decrease in the amount of requests for assistance on processes within Salesforce. • We now have 3,000 users with access to WalkMe. 11

12. © 2016 CenturyLink. All Rights Reserved. Results from First Half of 2016 12 2,738 31% 774 Additional Revenue generated in Q1 & Q2 driving ROI This is just the beginning! Selling hours given back to Sales Decrease in requests for assistance Number of Walk-thru’s Played

13. © 2016 CenturyLink. All Rights Reserved. Testimonial from a new hire… It was after 5pm on a Friday evening last December. The 11th floor of the Seattle office was empty, except for a dedicated new hire named Manuel Martucci. He had just closed one of his first sales, and needed help in Salesforce. He reached out to his support resources, but they were not available due to the late hour. Manuel thought he would have to wait until Monday to get help…. But then he remembered that his Trainer, Misti Scott, had requested access for his new class for a trial on a new tool called WalkMe. He opened the WalkMe menu right from Salesforce and saw the process he needed help with – Submit a request for a Site Survey. Manuel followed the steps in the walk-thru to submit his request, and was also able to find out how to add the new Service Location. He stood up in his cubicle, pumped his fist, and shouted “YES!” out into the empty office. 13

15. 15 The Future Expanding WalkMe The

16. © 2016 CenturyLink. All Rights Reserved. Other CenturyLink departments are Interested… • Human Resources ▶ Faster onboarding of new hires ▶ Just In Time learning for benefits enrollment • Consumer Sales organization • Sales Engineers • Partner Sales organization 16

17. © 2016 CenturyLink. All Rights Reserved. When Considering WalkMe for your company… • Lives 100% in Salesforce • Easy for End Users to Grasp • Robust Training & Communication Vehicle • Adds a Training Resource • Accessible Analytics Tracking 17

Building a Killer More Productive Sales Team

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Building a Killer More Productive Sales Team