Gong > Case Studies > Kareo Increases Close Rates by 30% Using Gong’s Conversation Intelligence Platform

Kareo Increases Close Rates by 30% Using Gong’s Conversation Intelligence Platform

Customer Company Size

Mid-size Company

Region

America

Country

United States

Product

Kareo

Tech Stack

Gong’s conversation intelligence platform

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Revenue Growth

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

About The Customer

Kareo is a company founded in 2004 that offers the only cloud-based and complete medical technology platform built for independent practices. They have raised over $100 million in financing from top-tier venture capitalists and have offices around the country. The company is based in Irvine, California and has over 400 employees. The sales team is made up of 40 reps and 3 directors, led by Drew Hamilton, the Chief Sales Officer. Over the last three years, Drew and the sales team have grown Kareo by 368%. However, as they continued to expand the sales organization, they faced challenges with their demo process and onboarding new sales hires.

The Challenge

Kareo, a cloud-based medical technology provider for independent practices, faced two main challenges. Firstly, they had a 'demo problem'. With only three sales engineers conducting almost all product demos for a team of 40 account executives, a backlog of available time slots was created, extending their sales cycle. However, removing the sales engineer from the demo process resulted in a drop in close rates as the account executives were not accustomed to conducting demos themselves. Secondly, Kareo was struggling to accelerate the onboarding ramp time of new sales hires. With several phases of growth from a headcount perspective and more planned, getting new sales hires up to speed on executing their demo playbook was slow. New hires had to wait to shadow their more experienced peers' sales calls or demos, taking months to get enough shadowed demos under their belt to get through the learning curve and off on their own.

The Solution

Kareo adopted Gong’s conversation intelligence platform to address these challenges. The platform records, transcribes, and analyzes sales team’s demos, providing insights into how demos were going so they could be coached and course corrected at scale. On the onboarding side, the recorded demos could be used to accelerate onboarding for new hires. New salespeople would have a 'highlight reel' of good calls at each stage of the sales cycle to review as soon as they start, enabling them to start nailing their own calls and demos in just a week or two rather than several months. Kareo ran a trial first to check the value of the platform. The trial proved successful and Gong was embedded into the rest of the sales organization.

Operational Impact

Drew and his managers are able to give new hires access to a library of good sales call recordings at each stage of their sales cycle, enabling them to start nailing their own calls and demos in just a week or two rather than several months.
The ability to coach and ensure reps were executing their demo playbook at scale increased the entire team’s close rates.
The ability to remove the sales engineer from the demo process while still maintaining demo effectiveness has collapsed their sales cycle. They can now easily get by with just one sales engineer, where before, they were struggling to get by with three.

Quantitative Benefit