Revenue.io

NFI Industries, a leading North American supply chain solutions provider, was facing challenges in managing sales reps and improving sales productivity. The company's previous sales engagement solution did not provide the ability to easily track, report on, and understand the impact of sales efforts across the team. In an industry characterized by heavy competition and long, strategic sales cycles, NFI needed a better way to create a sales pipeline and win deals. The company was in search of technologies that could allow managers to better track sales performance, manage daily activities, and report on the sales pipeline as a whole.

In 2020, the Auguste Escoffier School of Culinary Arts, a top-tier culinary school with both physical and online campuses, faced a significant challenge when they had to shift to remote work while preparing to migrate to a new system. Their existing remote softphone solution lacked critical functionalities such as user login authentication, voicemail setup, and warm call transfers. This led to a decrease in lead conversion as reps struggled with the high volume of leads and the system's inflexibility. The system's technical issues prevented reps from making the required number of calls or achieving the necessary talk time. The situation was further complicated by the growing volume of applicants for Escoffier’s online programs, which the school couldn’t capitalize on due to the technical limitations of their systems. The disparate communication and tracking tools left reps blind to communication with students and unable to track and measure important data. This resulted in longer response times and confusion among potential candidates. The school's leadership needed a telephony system that would integrate seamlessly with Salesforce and allow for call recording and monitoring.

The case study revolves around a Los Angeles-based commercial real estate brokerage specializing in net lease and multifamily investments. The company was grappling with the challenge of finding a sales dialing solution for their real estate agents. They were previously using a classic telephony system with desk lines and had recently started aggregating their sales data in Salesforce. However, they wanted a way to easily log calls to the platform. They realized that agents were only logging 10-20% of calls manually. The company aimed to start making data-driven decisions for their agents, which required metrics and call tracking that their desk lines simply didn’t offer. They needed answers to key questions such as the number of calls agents were making, the average number of calls before reaching a person, the duration of calls, the quality of conversations, and the performance of individual agents.

Cultural Experiences Abroad (CEA) is an international education partner that provides students with opportunities to intern and study abroad. They were facing issues with their existing CTI system and were in the process of exploring new vendors. The existing system had separate systems for dialing, text messaging, and call recording, which led to confusion among agents who had to use different numbers for calling and texting. This inefficiency resulted in agents wasting hours each week leaving repetitive voicemail messages. Furthermore, the sudden shift to a remote working model in 2020 due to the pandemic added to the challenge. It was crucial for agents to stay connected to vital prospect data while logging key data points in Salesforce, all while working remotely.

The case study revolves around a leading digital marketing agency that was in search of a comprehensive communications hub. The agency had previously used multiple communication solutions, but none of them fulfilled all their requirements, particularly the ability to record and listen to phone calls. They also desired a platform that offered the flexibility to add features without the need for a third-party service. The agency was in search of a sales platform that offered a wide range of capabilities, which would allow them to develop and execute dynamic digital marketing strategies more effectively.

The case study revolves around a Canadian Enterprise Fintech company that provides accounting software to businesses across various industries. The company faced a significant challenge in coaching its sales representatives effectively. While the managers had some insight into the outcomes of sales calls through dispositions, they lacked a comprehensive understanding of whether the representatives were effectively overcoming objections and handling discovery with partners. This lack of insight into the sales process was a major obstacle in improving the performance of the sales team, particularly those who were underperforming.

The customer success team at an enterprise telecommunications company, known for its networking and security solutions, was facing significant challenges that were impacting their performance. The team was dealing with a fragmented technology stack that included three separate systems for calls, emails, and meetings, which was severely hindering their productivity. Additionally, the reps were required to manually log data in multiple systems, which was not only time-consuming but also negatively impacted their productivity. The success leaders lacked visibility into customer conversations, which prevented them from scaling their coaching efforts. Furthermore, the leadership team was unable to correlate activities with business outcomes, which was a significant challenge.

Equity Trust Company, a financial services firm, was facing a challenge with their sales team. The representatives had a hunch that the absence of certain competitive features was causing them to lose deals, but they lacked concrete data to prove this. When they approached the leadership to request the addition of these features, they were asked to provide hard evidence of their competitive value. The sales team wanted to understand the opportunity cost of not having these features, but they had no means to measure how this was impacting them in competitive deals. They wished to scan calls for mentions of the feature, but their existing telephony setup did not allow them to search recordings for keywords, product names, common objections, or reasons for deal losses. Auditing calls was too difficult and resource-intensive, leaving the sales team without the insights needed to suggest business changes or improve training.

A leading lender for multifamily and investment property loans in the nation was facing a significant challenge. Their business development team was witnessing a decline in the quality of conversations, which was likely due to macroeconomic factors such as rising interest rates. Over a span of four months, the team saw a 5.4% drop in their success rate, which was measured by the ratio of calls with positive dispositions to total conversations. The declining success rate indicated that a change was necessary to improve the situation.

Jan Dils Attorneys at Law, a West Virginia-based law firm, was facing several operational challenges. After implementing Salesforce, the firm's Chief Operating Officer, Eric Hillyard, identified the need for a more efficient contact center solution to replace their existing phone system. The new solution needed to integrate seamlessly with Salesforce and assist agents and case managers in prioritizing and preparing for outbound calls with clients. The firm was also struggling with quality assurance for calls, which typically lasted 45 minutes, making the review process tedious for managers. The firm had a poor experience with their previous contact center and was keen on finding a solution that would address all their challenges effectively.

The case study revolves around a provider of benefits administration, technology, broker and consulting services, and payroll solutions to businesses of all sizes. The onset of the Covid-19 pandemic posed a significant challenge to the company. They needed a telephony solution that would not only enable remote reps to connect with more key decision makers but also provide deeper insight into the conversations that sales and customer service reps were having with buyers. Additionally, managers were facing the challenge of needing to 'be everywhere at once', finding it difficult to identify who needed coaching, why they needed it, and how to provide it effectively.

The sales team at a leading company in the ADA & WCAG compliance space was in search of a sales enablement platform that prioritized accessibility. They needed a solution that was compatible with Salesforce, offered comprehensive reporting, and provided prospecting and outreach tools for both phone and email. The challenge was to find a platform that not only met these requirements but also improved the efficiency of their sales process.

The enterprise company, specializing in identifying, researching, and perfecting foreign tax refund opportunities for clients, faced a significant challenge in its outbound sales process. The lack of a systematic approach to lead follow-up resulted in reps burning through leads faster than new ones were being created. Additionally, the company regularly onboarded sales SDRs with little to no sales experience. It typically took six months to get these reps comfortable with selling. However, in a competitive market, the company needed a way to ramp reps to full productivity faster.

The case study revolves around an Australian online retailer specializing in furniture and homewares. The company, known for its world-class customer service, was facing challenges due to its rapid growth and expanding team. The need for a next-generation telephony system to support its top-notch customer experience became evident. The company sought a solution that could be rapidly deployed and scaled, support all working locations securely with high-quality calls, integrate seamlessly with existing systems, and be easily learned by agents and technical support teams. They also required a system that could improve efficiency by providing routing, automation, and real-time views of agent activities, customer sentiment, and call outcomes. The solution needed to provide leaders, managers, workforce planners, and trainers with useful tools, reports, and actionable insights, deliver recordings and transcripts in real-time for analysis and training, and keep the customer at the heart of its vision and future roadmap.

Mynd, a company that simplifies the process of finding, financing, insuring, leasing, managing, and selling single-family rental properties, was facing a significant challenge. Each month, they were conducting thousands of outbound calls to current and prospective investors. To ensure that these clients reached the best available investor development specialist, Mynd needed to replace their outdated telephony system with a modern, efficient, agile, and scalable solution. They required an IVR system that could easily create and edit call routing rules to manage a high volume of inbound calls. Their existing system made it difficult and time-consuming to make these necessary routing adjustments. Additionally, Mynd needed to scale their quality assurance but lacked the conversation intelligence to determine which calls to monitor and how to deliver quality assurance at scale.

Rapid Screenings Center (RSC) Health, a full-service lab testing company, was facing a significant challenge in ensuring their customer service representatives could efficiently and empathetically solve customer challenges. The company's main priority was to offer top-notch customer service that would encourage repeat business. However, despite having over 14 years of experience and knowledge of common customer queries, managers struggled to provide this information to their reps during crucial moments in live calls. The challenge was to find an efficient way to equip their reps with the right information at the right time to ensure consistent, high-quality customer service.