According to Business Insider, 85 percent of customer interactions will be handled without a human by 2020. And why not? When phone calls, emails, social comments and chats can all be responded to faster and more efficiently by an automated system taught to replicate human functions. This process will allow us to achieve insights that we never thought possible, and could well improve everything from retail to healthcare, marketing and more.
In light of the above mentioned, we are thrilled to present Bigtincan –dedicated to providing a leading mobile sales enablement platform to Fortune 2000 companies in the United States and internationally. Its flagship platform Bigtincan Hub, provides a set of productivity tools that enable users to engage with the right content at the right time in the right location on any device; extend communications and content management to sales and service staff, partners, and customers; and distribute, organize, interact, understand, and report on the use of this mobile content.
The company serves government, healthcare, financial services, manufacturing, retail, and technology industries.
Bigtincan was established in 2011 and is headquartered in Boston, Massachusetts. It has additional offices in Sydney (Australia), London (England), Tel Aviv (Israel), Tokyo (Japan), Los Angeles (USA), Glasgow (Scotland) and Singapore.
Interview Excerpt: David Keane, CEO and Co-founder
Why was the company set up? How did you select the category and decide to be a part of the global platform?
When we founded Bigtincan in 2011, we were looking to address a huge challenge facing the modern enterprise: sales and service teams were ineffective when it came to engaging consumers. In the fast-paced digital environment, sales teams needed a new way to get access to the right content, at the right time. What these teams needed was the ‘anti-intranet,’ a new model that could eliminate the search and surf approach to information delivery created by the early days of the web and move to a model where users could get the information they needed automatically pushed to their phone, tablet or computer. We crafted the idea into what would become Bigtincan Hub from humble beginnings in a tiny office in downtown Sydney, Australia. From that small office, the company grew adding critical talent to its roster.
What learnings helped you to set this company up?
Bigtincan was created by Steve Jobs. Well, not directly but the vision behind what Bigtincan is today comes directly from the launch of the iPad in 2010. Steve Jobs told the world that the iPad was a new way of empowering people to use information in a transformative way. At Bigtincan we believed that Steve was right, that the world was ready for a new way of communicating information in a mobile-first, and friendly way. So, the learning that derived the creation of the company was that we could use consumer-type content engagement approaches to help enterprise sales and services professionals to do more and be more successful.
Tell us about your first product that was launched?
When we launched our first product in 2012, it marked the beginning of our quest in using smart software to empower sales and service people to be more successful in the field. Getting the product, originally called BTC Dashboard, in the market was important to allow Bigtincan to gain the real-world experience in seeing how users engaged with and used the software.
What were the grounds on which you have expanded your company and its offerings over the years?
In 2013, we reached a critical growth point and had to evaluate the business. As a result, we decided to take the risk and set up an office in the United States. Today, Bigtincan leads the Sales Enablement Automation technology space with one of the most advanced platforms on the market with many firsts and key differentiators including top user experience, native content creation, and a complete set of comprehensive sales enablement automation capabilities on the market (from onboarding and learning to engagement, collaboration and optimization, world-class AI engine for intelligent recommendations, integrations with 50+ enterprise repositories, and full support for all device types).
Tell us more about Bigtincan Hub.
Bigtincan Hub redefines sales, marketing and service processes to enable teams to work smarter and faster together for optimal results. With sophisticated, AI-driven features and automation that supports each phase of the buying process, Bigtincan Hub enables teams to drive improved business results by delivering a better customer experience. At the same time, it enables sales, service and marketing teams to drive the sales process with the best, most successful sales content anywhere, anytime and on any device.
How does your company contribute to the global IT platform?
As a company founded in Australia, we believed in helping other Australian companies to benefit from our experience and success in creating a global business. As part of that vision, for the past three years, Bigtincan has sponsored an award – the Enterprise Mobility Award, which is given to a handpicked winner who presents at the Tech23 start-up event in Australia (tech23.com.au). This award provides travel and expenses for the winner to visit Boston where they are introduced to the local start-up scene, and venture capitalists and potential customers for their technology. It’s a way of showing Australian companies how they can grow to be global businesses.
Do you have any new products ready to be/getting ready to be rolled out into the market?
Yes. While at Bigtincan we do not comment on un-released products, it’s fair to say that our vision of developing technology is centred around three key ideas:
At Bigtincan we know that our future is totally driven by the way our customers use and take advantage of our technology. We are committed to listening and learning from our customers to help them achieve their goals through our technology.
Where do you see your company a couple of years from now?
The future for Bigtincan is clear. It’s about software that understands how people really work and can improve their performance every day – our smart software platform is already on the way there. SalesAI (our machine learning based recommendation system) can recommend specific content to users based on their actions and needs, and Social IQ can recommend what people in an organization should work together to form smart teams to learn from each other. Our ongoing investment in the space is driving success and taking us on the road to that vision.
The Man Behind The Operation: A Brief Background
David Keane, CEO: David Keane started in the networking and communications market with Utah and California-based Novell running Asian marketing and for Boston-based Wellfleet Communications, Inc., then grew the business for California based Xylan Corp. in Australia and New Zealand. Subsequently, David founded Veritel Wireless Pty Ltd which grew within three years to be one of the largest providers of wireless internet in Australia. Veritel was then sold to BigAir Australia Pty Ltd (now BigAir Group Ltd) on its path to ASX listing. David was a pioneer in the mobile applications sector starting in 2008 with the release of the first iPhone SDK and oversaw the development, promotion and expansion of heavily downloaded apps including BuzzMe and AdFree. Now with Bigtincan, Mr Keane is taking his experience in enterprise and adding his knowledge of how mobility works to drive sales and service enablement and productivity.
“We believe that enterprise software needs to be smarter and we are focused on using data science and other smart technologies to create software that will help people to do more in their jobs every day.”