Blue Connections IT centralises pre-sales team to improve service

Blue Connections IT has announced the successful implementation of a centralised pre-sales team, marking a considerable transformation in its sales strategy and customer engagement processes. The initiative is expected to streamline operations and provide a more cohesive service experience to customers.

Paul Wilson, the chief technology officer at Blue Connections IT, commented on the shift to a centralised pre-sales model. "Moving to a centralised pre-sales model streamlines internal processes and significantly enhances customer engagements. Now, Blue Connections IT customers receive consistent, comprehensive information and support, no matter the complexity of their needs across the service spectrum," he said.

Previously, Blue Connections IT operated with separate pre-sales teams for each department. This structure risked creating silos within the organisation and presented a disjointed view to customers, potentially resulting in inefficiencies, particularly when sales opportunities spanned multiple business units. Initially, this model was sufficient when the company had 50 employees. However, as the organisation grew to 180 staff, it became clear that a more integrated approach was necessary.

Paul Wilson noted the broader implications of the change. "This change was about more than just improving the organisation's sales process; it was also about building a stronger, more unified team that could leverage the full scope of Blue Connections IT's capabilities. By consolidating the company's expertise and resources, Blue Connections IT can ensure consistent messaging and leverage unified proposals and presentations. This alignment helps the pre-sales team communicate the full breadth of Blue Connections IT's offerings effectively, enhancing their ability to cross-sell and upsell across all products," he said.

The implementation of the centralised pre-sales team was carefully planned and executed over six months, culminating in a smooth transition at the start of the last financial year. While the shift required adjustments, especially for those accustomed to managing their pre-sales resources independently, the model has been positively received throughout the organisation, facilitated by dedicated effort and clear communication of its benefits.

Since its inception, the new approach has already delivered significant benefits, such as improved response times for sales inquiries through the establishment of service level agreements (SLAs). This ensures that sales representatives receive timely support, facilitating more effective customer interactions. The centralised team has also managed to tackle complex sales opportunities spanning multiple business units, securing substantial contracts that were previously unattainable.

Paul Wilson pointed towards future refinements in the sales and pre-sales processes. "Looking ahead, Blue Connections IT is committed to further refining its sales and pre-sales processes. Plans are underway to enhance documentation and support materials, making it easier for the sales team to engage with and respond to customer needs swiftly. The goal is to not just respond to the market, but to anticipate it, ensuring Blue Connections IT is always a step ahead in serving its customers," he said.