Observe.AI Case Studies Revolutionizing Moving Services: A Case Study on Revenue Growth through Conversation Intelligence

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	Revolutionizing Moving Services: A Case Study on Revenue Growth through Conversation Intelligence Observe.AI

Revolutionizing Moving Services: A Case Study on Revenue Growth through Conversation Intelligence

Observe.AI

Technology Category	Cybersecurity & Privacy - Identity & Authentication Management Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Consumer Goods Packaging
Applicable Functions	Procurement Sales & Marketing
Use Cases	Demand Planning & Forecasting Onsite Human Safety Management
Services	Training
Challenge	The company, one of the largest independent moving companies in North America, was facing a series of challenges. As part of their sales revamp project, they were seeking a solution to understand call drivers, reduce handle times, and improve how their moving consultants were meeting the needs of interested consumers to drive more business. The company was experiencing rapid growth due to a spike in demand for moving services across the country. Leads had more than doubled, and the company needed a more efficient way to monitor performance and an optimized approach to coach its 30-person sales team. Initially, they had very inefficient customer service procedures and no quality program in place. They had black PBX phones with no call routing in place, making it difficult to quickly meet the needs of interested consumers. With call volume at an all-time high, they needed full visibility into 100% of conversations to effectively coach their moving consultants with data and speed. Read More
About Customer	The company is one of the largest independently owned and operated moving companies in North America. For more than 35 years, it has provided local, long distance, and global relocation services to a variety of commercial, residential, and government clients. The company was experiencing rapid growth as a result of a spike in demand of moving services across the country. The company has a 30-person sales team, or moving consultants, who were in need of an optimized approach to coaching and performance monitoring. The company was also in the process of a sales revamp program, seeking solutions to understand call drivers, reduce handle times, and improve how their moving consultants were meeting the needs of interested consumers. Read More
Solution	The company implemented Observe.AI, which enabled them to have a data-driven way to not only improve how moving consultants delivered service, but also to identify opportunities to expand services and increase revenue. The platform helped them uncover a myriad of opportunities to improve offerings, service delivery, and overall moving consultant performance. They discovered that consumers were calling in and asking about next-day moves in high numbers; in response, they rolled out next-day moves to meet that need. Moving consultants were required to offer Valuation as a Service and next-day moves in each call, which was verifiable through Observe.AI. The platform also helped them identify unknown customer needs and help moving consultants better address them on calls. They started coaching agents to use specific talk tracks around safety protocols when they noticed that a large percentage of calls were from customers who worried about health and safety with long distance relocation services during the peak of COVID. The company is now expanding the platform beyond sales to its client care team to improve its customer satisfaction (CSAT) metrics and improve retention of existing customers. Read More Log in to view content
Contents

Technology Category

Cybersecurity & Privacy - Identity & Authentication Management

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Consumer Goods

Packaging

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Demand Planning & Forecasting

Onsite Human Safety Management

Services

Training

Challenge

The company, one of the largest independent moving companies in North America, was facing a series of challenges. As part of their sales revamp project, they were seeking a solution to understand call drivers, reduce handle times, and improve how their moving consultants were meeting the needs of interested consumers to drive more business. The company was experiencing rapid growth due to a spike in demand for moving services across the country. Leads had more than doubled, and the company needed a more efficient way to monitor performance and an optimized approach to coach its 30-person sales team. Initially, they had very inefficient customer service procedures and no quality program in place. They had black PBX phones with no call routing in place, making it difficult to quickly meet the needs of interested consumers. With call volume at an all-time high, they needed full visibility into 100% of conversations to effectively coach their moving consultants with data and speed.

About Customer

The company is one of the largest independently owned and operated moving companies in North America. For more than 35 years, it has provided local, long distance, and global relocation services to a variety of commercial, residential, and government clients. The company was experiencing rapid growth as a result of a spike in demand of moving services across the country. The company has a 30-person sales team, or moving consultants, who were in need of an optimized approach to coaching and performance monitoring. The company was also in the process of a sales revamp program, seeking solutions to understand call drivers, reduce handle times, and improve how their moving consultants were meeting the needs of interested consumers.

Solution

The company implemented Observe.AI, which enabled them to have a data-driven way to not only improve how moving consultants delivered service, but also to identify opportunities to expand services and increase revenue. The platform helped them uncover a myriad of opportunities to improve offerings, service delivery, and overall moving consultant performance. They discovered that consumers were calling in and asking about next-day moves in high numbers; in response, they rolled out next-day moves to meet that need. Moving consultants were required to offer Valuation as a Service and next-day moves in each call, which was verifiable through Observe.AI. The platform also helped them identify unknown customer needs and help moving consultants better address them on calls. They started coaching agents to use specific talk tracks around safety protocols when they noticed that a large percentage of calls were from customers who worried about health and safety with long distance relocation services during the peak of COVID. The company is now expanding the platform beyond sales to its client care team to improve its customer satisfaction (CSAT) metrics and improve retention of existing customers.

Impact #1	The implementation of Observe.AI led to significant operational improvements. The company was able to uncover inefficiencies that were bogging down their sales teams. They found that long wait times and a high number of repeat callers were jeopardizing new business. By tracking instances of these issues via Moments on the platform, they created new processes that were enforced with Observe.AI. This led to a 52% improvement in First Call Resolution (FCR). The company also noticed that moving consultants were more likely to close a deal when they provided a value statement prior to talking about pricing, which they began to automatically monitor with the platform. This led to more consistent adoption of scripts on how to run estimates including full packaging and valuation. The company improved its ability to enforce scripts through a feature offered through the Agent Performance & Coaching solution, which enabled them to drill into how a single moving consultant is delivering service, as well as stack rank performance to uncover trends and coach on areas of opportunity for improvement.

Impact #1

The implementation of Observe.AI led to significant operational improvements. The company was able to uncover inefficiencies that were bogging down their sales teams. They found that long wait times and a high number of repeat callers were jeopardizing new business. By tracking instances of these issues via Moments on the platform, they created new processes that were enforced with Observe.AI. This led to a 52% improvement in First Call Resolution (FCR). The company also noticed that moving consultants were more likely to close a deal when they provided a value statement prior to talking about pricing, which they began to automatically monitor with the platform. This led to more consistent adoption of scripts on how to run estimates including full packaging and valuation. The company improved its ability to enforce scripts through a feature offered through the Agent Performance & Coaching solution, which enabled them to drill into how a single moving consultant is delivering service, as well as stack rank performance to uncover trends and coach on areas of opportunity for improvement.

Benefit #1	74% increase in revenue
Benefit #2	20% increase in sales talk track adoption
Benefit #3	$1M in additional revenue within 30 days of uncovering insights and taking immediate action

Benefit #1

74% increase in revenue

Benefit #2

20% increase in sales talk track adoption

Benefit #3

$1M in additional revenue within 30 days of uncovering insights and taking immediate action

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Overview

Revolutionizing Moving Services: A Case Study on Revenue Growth through Conversation Intelligence

Operational Impact

Quantitative Benefit