Case Study: Lightcurve
The Need
“I need a consistent sales process that will work across all channels”
Lightcurve is a consumer fiber broadband provider in the greater Seattle market. Their sales teams include call centers, direct sales, and small business field sales.
Lightcurve’s sales leaders were trying to aggressively grow a customer base, while simultaneously onboarding sales representatives and frontline leaders at a rapid pace. They lacked a clearly-defined selling process, which was limiting customer acquisition and retention goals.
The Solution
InnerView partnered with Lightcurve to optimize their existing sales culture around a proven, repeatable process. We focused on four areas:
- Assess Current State – Conducted call reviews, focus groups, leadership alignment sessions and reviewed all relevant sales content.
- Sales Process Design – Produced a behavior-driven process with steps that could be standardized across all channels.
- Frontline Leaders – Focused on frontline leaders’ ability to coach on the behaviors outlined in the sales process.
- Frontline Activation – Introduced the process one step at a time through facilitator-led huddles.
The Results
Lightcurve now has a defined selling model, tailored to their environment, culture and strategy. They have leaders who champion performance behaviors, and a frontline empowered to engage customers more effectively. Here are some performance gains:
“Working with InnerView and their talented team was a true pleasure. Their industry expertise, and the content they delivered, was impactful for what Lightcurve needed in our sales transformation journey. Our frontline teams are now more confident in their sales skills, better prepared to anticipate customer objections, and more effective in closing strong. Since implementing the program, we’ve seen an increase of more than 25% in booked revenue per order. I would highly recommend InnerView.”
