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Case study Company name: Cingular Wireless
Cingular Wireless and IBM Global Business Services train a sales force of over 2,500 in 200 one-day instructor led sessions locations across the United States in the use of Siebel CRM, allowing the sales force to close sales more quickly, and provide better customer service. |
Business need The successful deployment of its new Siebel-based CRM solution to its direct sales force, retail sales force and insourced/outsourced Call Center employees -- driven by the acquisition of AT&T Wireless by Cingular Wireless -- was a significant organizational transformation. This required extensive training, communications and on-going change management. Cingular Wireless needed an experienced training partner - one who could apply different levels of resources throughout the project as needed. |
Solution IBM Global Business Services created a training strategy to assist Cingular with the successful adoption of Siebel and the associated new sales processes. IBM first documented the company's sales processes, and then developed and delivered a blended learning solution that also supports training on new releases and upgrades associated with this deployment. An on demand model was used for the development and delivery of training, ramping up and down as needed throughout the Siebel implementation. |
Results As a result of the comprehensive IBM training program, the Cingular Sales Force of over 2500 is now able to use Siebel throughout all sales stages -- from locating a customer to finalizing contracts. Cingular was able to reduce its training department by 10 FTEs due to the redesign of the company's training program. |
Customer testimonial “IBM's proven methodology allowed the team to move from a very short design stage right into the development and delivery phases. As a result, our sales force is now able to deliver best-in-class customer service.” John Lilly, Curriculum Manager, Cingular Wireless |
Customer information | Cingular Wireless | | Cingular is the second largest wireless company in the U.S. The company serves more than 23 million voice and data customers across the United States and provides cellular/PCS service in 43 of the top 50 markets nationwide. The company also provides corporate e-mail and other advanced data services through its GPRS, EDGE, and Mobitex packet data networks. Year 2002 annual revenue was more than US$14.7 billion. |
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