DocStar's Pipeline Growth with Conversica Sales AI Assistant
Technology Category
- Infrastructure as a Service (IaaS) - Virtual Private Cloud
- Wearables - Virtual Reality Glasses, Headsets & Controllers
Applicable Industries
- Equipment & Machinery
- Oil & Gas
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Intelligent Packaging
- Inventory Management
About The Customer
DocStar Enterprise Content Management (ECM), a division of Epicor Software Management, is a scalable, strategic cloud-based tool that allows business users to manage all of their content securely, from capture to destruction. DocStar specializes in document management, as well as business processes management including accounts payable and sales order automation. They receive about 500 leads per month, mostly inbound leads generated through their website. DocStar was acquired by Epicor in January 2017, and for a while, the two organizations had separate Salesforce instances. However, they decided to merge their Salesforce instance with Epicor in late 2019.
The Challenge
DocStar, a division of Epicor Software Management, specializes in document management and business processes management. They receive about 500 leads per month, mostly inbound leads generated through their website. To manage these leads, they score them based on demographic, firmographic and behavioral data before sending them to the Business Development team for follow-up. However, this method of lead prioritization and follow-up presented challenges. The Business Development Representatives (BDRs) had difficulty meeting their quota for the number of outreach attempts for each lead, especially when lead volume was high. Additionally, the timing of the outreach was often not optimal, being either too early or too late in the customer journey to be of value to the prospect.
The Solution
After witnessing the success of Epicor with the Conversica Sales AI Assistant, DocStar decided to adopt the same solution to drive pipeline and operational efficiency. The adoption of the Intelligent Virtual Assistant (IVA) was done in phases. Phase 1 focused on re-engaging inbound leads, starting with small batches of dormant leads and contacts, and then adding real-time inbound leads. Phase 2 involved a pipeline push for opportunities that were closed/lost in the last year, as well as opportunities that went suddenly dormant. In Phase 3, the DocStar team looked at specific use cases for the Conversica solution including live events and tradeshows. The IVA drove registrations pre-event and followed up post-event to discover hot leads. The Conversica platform was intuitive and straightforward, making it easy to adjust campaigns based on their needs.
Operational Impact
Quantitative Benefit
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