RSTO Services

Outsourced eCommerce & Online solutions for SMEs.

Outsourced Technical Sales

RSTO excel at technical selling. If you have Web or IT services and are looking to acquire small to medium businesses (SMEs) as part of your growth strategy, then RSTO is your solution.

RSTO are focussed on generating sales revenue via telesales and campaign marketing and we thrive on guiding your customers through the purchasing journey no matter how complex the product or service you are offering. Contact strategies include:

  • Telesales (outbound and inbound)
  • Welcome to Service calling to current customer base to introduce technical portfolios
  • Account Reviews to maximise usage and cross-sell / upsell relevant services
  • Account Activations of base services like hosting, email and SaaS platforms to reduce churn and increase revenue
  • Email Campaigns to open, support or close sales activity that are fully brand and values compliant

Customer Lifecycle

 The market leading 360° processes developed by RSTO are all in place to ensure the correct contact and solution strategies are used with every one of our Partner's customers. Detailed understanding of the customers place in the technology adoption process is combined with insightful data profiling and planned campaign activity to create timely and relevant touchpoints with the customer. The lifecycle processes cover two main customer journeys:

  1. Contact Lifecyle – Data profiling supports the management of the complete customer journey from initial lead upload through the sales and welcome to service calls to ongoing healthcheck and customer satsifaction follow-ups. Each call extends the profile of the customer leading to campaign-driven lifecycle marketing and upsell/cross-sell activity.

    2. Contact Lifecycle

  2. Product Lifecycle – Deriving value from customers is the key to maximising ROI. RSTO's proprietary workflows, based on our data profiles of customer adoption behaviour, identify and then trigger tactical campaigns to lead customers efficiently and quickly into and then up through the product lifecycle.

    Product Lifecycle

    Both lifecycles and reinforced by specialised campaigns that warm, convert and activate the customer.

Solution Suite

 Each partner we work with has a different set of requirements and underlying technologies to promote. It is normal for the Partner's technology offerings to be complex, fragmented and contradictory when it comes to providing the end customer with a single view of the solution they are looking to purchase.

To resolve this it is typical for the Partner to outsource the creation and management of the full product suite to RSTO to fill any gaps in the service offering and to commoditise products appropriately for the intended customer base. Our skill is to bridge the gaps between services and provide a streamlined experience to the end customer no matter what stage of the adoption lifecycle they are at:

  • SME Website Suite from basic listings to full eCommerce, booking, SEO, PPC and email marketing - a bespoke service offering is propositioned for the Partner based on Partner brand and service capability
  • Partner Portal built to showcase the Website Suite or the IT / Activation services on offer
  • Email Collateral developed for campaigns, 'further information' follow-up and lifecycle management
  • Billing Items provisioned in our ERP system and integrated with partner billing systems
  • Product Provisioning is built, validated or enhanced for all product bundles within the suite
  • Workflow Customisation of our ERP system to manage all end customer processes and transactions

Every last detail of the Solution Suite exactly complies with the Partner's technology, brand and values.

Advanced Technology

 To deliver best practice sales and lifecycle management, RSTO have invested heavily in the best technology available and in the integration of these technologies to provide a seamless customer profile with data collated from: partner records, email campaigns, outbound / inbound calling, quotations, invoices, product build interchanges, customer satisfaction surveys; customer services and ongoing monthly services. These diverse and insightful data tables are joined to provide a first class customer record that continually supports an exceptional quality experience for the customer and focused / relevant sales initiation and conversion for the Partner.

Reporting and Data Analysis

 RSTO's advanced ERP configuration and integrated dialer system allow for real-time monitoring and reporting of campaign activity and outcomes at a micro-level across the following categories:

  • Business As Usual monthly, weekly and daily reports to update on KPIs critical to the service being provided. These reports would always include lead volumes received, contact rates, quotation levels, conversion rates by lead source and sales revenue.
  • Strategic Reporting that analyses performance and process improvement over the longer term to identify enhancements or new directions for the contracted services.
  • Ad Hoc Reports incredibly powerful and diverse reports can be created in minutes to service our Partner's internal MIS requirements and build on-the-fly business cases for new launch or investments.