The challenge

A global financial software company faced mounting pressure in one of its product’s SMB segment across the United States. Supporting multiple product lines including accounting, payroll, and payment solutions required a sales infrastructure capable of handling complex customer needs while maintaining cost efficiency.

The company found itself trapped in an unsustainable operational model, heavily dependent on high-cost internal sales teams that strained budgets without delivering the needed flexibility.

The operational challenges ran deeper than simple cost concerns. Temporary contract workers created instability across the sales organization, leading to inconsistent customer experiences and knowledge gaps that affected conversion rates. During seasonal peaks, the company struggled to scale operations quickly enough to capture demand, leaving revenue opportunities on the table.

The client needed a partner that could scale quickly, maintain performance targets, and integrate seamlessly into its existing sales infrastructure.

Our solution

TTEC deployed a comprehensive multi-channel sales support program designed to integrate seamlessly with the client's existing sales ecosystem while addressing each operational pain point.

We launched with 30 associates focused on:

• Inbound sales support across voice and chat channels
• Outbound lead development
• Appointment setting and lead qualification
• Direct sales support for account executives

From the beginning, our team aligned closely with the client's existing tools and sales playbooks, ensuring consistency across the entire customer journey.

Operating alongside internal sales teams, contract workers, and even a competing vendor, TTEC differentiated itself through operational excellence and continuous improvement. We optimized learning and ramp processes to reduce time-to-productivity for new associates, while implementing enhanced production support that helped early lifecycle sales teams achieve faster results.

We identified critical process gaps in product activation and sales workflows, then drove operational improvements to address them. Our proactive approach transformed us from a simple outsourcing vendor into a true strategic collaborator invested in the program's long-term success.

The results

Our multi-channel approach ensured customers could engage through their preferred method, whether inbound voice, chat, or outbound contact, while our associates maintained the consultative selling approach required for complex SMB solutions.

The partnership delivered results that exceeded the client's most optimistic projections. TTEC more than quadrupled our team, growing from 30 to 130 associates supporting seven different sales functions within just one year.

We scaled quickly while maintaining our high standards and driving results. The program generated $28 million in revenue in a single quarter and achieved 107% of revenue targets set by the company.

Our program delivered more than a seven-fold return on investment compared to program costs, proving that quality and cost efficiency aren't mutually exclusive.

Beyond the impressive numbers, the partnership fundamentally transformed how the client approached sales operations. The company drastically reduced its reliance on high-cost internal sales teams (and could reposition those valuable resources on higher-value strategic accounts) and TTEC’s scalable model provided the operational flexibility the client had been missing.

Based on the program's success, our partnership has grown deeper. The client expanded our work into multiple additional lines of business, trusting us with increasingly critical sales functions.