Case to Lead: Capturing Sales Leads from Support Interactions

During 2016, the Pitney Bowes Software Support team ran a global pilot program (Case to Lead) to capture sales leads from Support interactions. The Support team did not solicit leads, however were encouraged to actively listen for clients who had unmet needs and then create leads in a structured manner that could be tracked and managed through traditional sales channels. The pilot bought some success when measured against objectives, but also a number of hidden benefits. This presentation shares the process, the challenges and final outcomes (both good and bad). This workshop provides:  

• An opportunity to participate in open discussion questions on different approaches for the challenges faced. 
• A practical activity to engage with other delegates on how to refine the Case to Lead process within an organization based on the priorities of the support team.