Fusion’s Sales round up in 2017 – What’s been going on?

Fusion has had a successful and busy year, so I thought I’d give you a round up on what we’ve been doing as a Sales function, how we are innovating our products and services to improve upon our customer’s requirements and what have been our key wins and focus for the year.

Expansion of the Sales Team

This year, we have seen many of our customers wanting a dedicated Account Manager who will uphold a relationship with them and can deliver our services through the whole life cycle. Therefore, 2017 has seen us change the structure of our Sales Team.

We now have a dedicated Account Management function who are responsible to work much more closely with our customer base. Our Account Managers will be able to spend more time with our customers, enabling them to have a better understanding of their business drivers and will be able to better align Fusion’s, BMC’s and Salesforce’s products and service offerings to support them directly. With this change, we are much more dedicated to putting our customers’ needs first, central to how we have structured our products, services and delivery model. Across our customer base, this change has resulted in increased communication on a day-to-day, week-to-week and month-to-month basis. We are now better aligned and equipped to achieving their goals and initiatives, resulting in us being more innovative in the way we deliver our services to make sure we are meeting their specific outcomes.

What we have underneath this structure are our specialists who are focussed on the delivery of Fusion’s services. For example, if a customer has a desire to talk about a specific Managed Service offering, our Account Managers are now equipped to bring in a specific specialist to support that engagement. Therefore, all in all, our customers will get a dedicated relationship with our team with the added access to our specialists to ensure their requirements are met.

In terms of our sales team numbers, we have grown this year and have appointed five new people, therefore increasing in size by 40%. We have also increased our Pre-sales capacity and have appointed someone who will focus on AI and multi-channel communication. In 2018, there will also be another member joining the team, therefore strengthening our ability to design a solution that fits directly with business needs.

Key areas of focus this year and for 2018

We have been looking at innovating Fusion’s products and services offerings, which will be built on Salesforce and BMC’s technology, adding real value to our customers’ requirements. The following of which are:

  • Capacity Optimisation as a Service
  • Capacity Optimisation as a Service for SAP
  • Discovery as a Service
  • Talos – Fusion’s AI platform.

These innovations underpin our commitment to changing the way we deliver our services to be much more focussed on achieving business outcomes for our customers. In 2018, we will start to look at developing our pricing models to be tied to business outcomes, rather than technical outcomes. 

Our key wins for 2017

We have seen a 20% increase in our customer base worldwide over 2017 which have included:

  • Delivering a major transformation programme at a renowned media company
  • Securing a major multi-year managed service contract with a well-known retail business
  • Delivering a substantial and highly innovative ticketing platform for a major broadcast media company
  • Delivering a Salesforce solution into a Government Administration company in the UK
  • Implementing an ITSM Management solution into a high-tech pharmaceutical company
  • Implementing an ITSM solution built on the Salesforce platform for a company within the Energy and Utilities sector
  • Key wins in the US with companies in the Healthcare and Pharmaceutical industries.

What’s the focus for 2018?

We will continue to invest in training and development for our Sales team, and will continue to innovate our products and services with the customer’s needs in mind. We will also be focussing on our Marketing strategy, notably our engagement with organisations, specifically around GPDR. We are also pleased to have signed up with Gartner, and will be working with their analysts to help guide the strategy and direction of Fusion for the future. So, watch this space!

Lastly to end my blog, I wanted to wish everyone a very happy and relaxing time over the holiday period with your friends and families and here’s to a great 2018!


Sunil Duggal
UK Sales and Marketing Director

Follow me on twitter to get the latest updates! @SDuggalFusion


By Daniel Swann