Gong Case Studies Sky’s the Limit: How Corporate Traveler Uses Gong to Refine Their Customer Journey

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	Sky’s the Limit: How Corporate Traveler Uses Gong to Refine Their Customer Journey Gong

Sky’s the Limit: How Corporate Traveler Uses Gong to Refine Their Customer Journey

Gong

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
Challenge	Corporate Traveler’s customer success (CS) team wanted to invest in efficiency as a way to boost its customer adoption and retention rates. During the pandemic, they started using Gong, and have seen their adoption and retention rates improve dramatically. By streamlining their handover system and focusing on an accurate, trackable voice of the customer, Corporate Traveler has leveled up their CS game. Read More
About Customer	Corporate Traveler and its online booking platform, melon, are 100% focused on customer experiences. From finding great deals to integrating with corporate expense systems, the customer journey is — literally — their focus. Despite that (and a great tech stack on the sales team’s side), the CS team worked mostly in Excel. Corporate Traveler realized that in order to truly provide a customer experience worth repeating, the team needed a platform that would help them provide five-star service. That’s when they implemented Gong. Read More
Solution	The Corporate Traveler team initially used Gong to improve the customer onboarding process, leveraging it to create a single source of truth, and help CSMs build rapport with customers. At the time, the customer onboarding process was brand new and there was a lack of transparency in the process for other teams and agents. As a result, it was hard to train new hires with messaging that was aligned. Another important aspect of retaining customers is providing a single source of truth on the history of their interactions with the company. Selective memory and a lack of key information can contribute to miscommunication — an issue the Gong platform has nearly eliminated. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

Corporate Traveler’s customer success (CS) team wanted to invest in efficiency as a way to boost its customer adoption and retention rates. During the pandemic, they started using Gong, and have seen their adoption and retention rates improve dramatically. By streamlining their handover system and focusing on an accurate, trackable voice of the customer, Corporate Traveler has leveled up their CS game.

About Customer

Corporate Traveler and its online booking platform, melon, are 100% focused on customer experiences. From finding great deals to integrating with corporate expense systems, the customer journey is — literally — their focus. Despite that (and a great tech stack on the sales team’s side), the CS team worked mostly in Excel. Corporate Traveler realized that in order to truly provide a customer experience worth repeating, the team needed a platform that would help them provide five-star service. That’s when they implemented Gong.

Solution

The Corporate Traveler team initially used Gong to improve the customer onboarding process, leveraging it to create a single source of truth, and help CSMs build rapport with customers. At the time, the customer onboarding process was brand new and there was a lack of transparency in the process for other teams and agents. As a result, it was hard to train new hires with messaging that was aligned. Another important aspect of retaining customers is providing a single source of truth on the history of their interactions with the company. Selective memory and a lack of key information can contribute to miscommunication — an issue the Gong platform has nearly eliminated.

Impact #1	Implementing Gong has made Corporate Traveler’s customer experience seamless.
Impact #2	With visibility into all previously recorded calls, frontline reps can now access relevant customer interactions.
Impact #3	That means they can quickly root out and analyze pain points to provide a greatly improved customer experience.

Impact #1

Implementing Gong has made Corporate Traveler’s customer experience seamless.

Impact #2

With visibility into all previously recorded calls, frontline reps can now access relevant customer interactions.

Impact #3

That means they can quickly root out and analyze pain points to provide a greatly improved customer experience.

Benefit #1	Gong has helped to contribute to a 20% increase in sales efficiency.
Benefit #2	Now that 100% of Corporate Traveler’s CSMs use Gong, the average number of calls they review each month has more than doubled.

Benefit #1

Gong has helped to contribute to a 20% increase in sales efficiency.

Benefit #2

Now that 100% of Corporate Traveler’s CSMs use Gong, the average number of calls they review each month has more than doubled.

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Overview

Sky’s the Limit: How Corporate Traveler Uses Gong to Refine Their Customer Journey

Operational Impact

Quantitative Benefit