A sales tool for selling telephone company services

http://www.cio.com/archive/020199_sbc.html

SBC, formerly Southwestern Bell, sells a number of different telecommunication options to its customers. Its customer service representatives use an online service negotiation system called "Easy Access Sales Environment," which provides an easy-to-use interface to all SBC's key customer and product information. It simplifies a complex sales process, thereby allowing service reps to sell more products in less time while providing a higher quality of service to the company's residential and small-business customers.

Questions:

1. What was the problem with the old ways of selling telephone services?

2. What were the benefits of using the Ease system?

3. How did the article substantiate its claim that Ease has brought SBC a $483.6 million return on a $34.2 million investment? If this is unclear, explain what information might be used to substantiate this type of claim.

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