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Skyline Eco-Adventures, a large travel company with multiple offices, was facing a challenge in tracking and optimizing their marketing initiatives. They were spending a significant amount on marketing with the primary goal of translating these initiatives into booked reservations and revenue. The company was trying to capture every touch point in the customer journey and attribute those specific touch points back to a client reservation. However, they were struggling to measure both online and offline initiatives and identify exactly where their customers were coming from. This was crucial for them to measure and optimize campaign spend based on performance. They also had to deal with different attribution models based on where the guest started in the sales funnel, making it difficult to target guests in various phases.

StubGroup Advertising, a top-ranked pay-per-click advertising agency, was seeking a way to optimize their clients' PPC campaigns. They wanted to identify the most effective keywords and campaigns, and allocate budget accordingly. They also needed to understand the true ROI from their ad spend. Additionally, they wanted to monitor the quality of lead conversations and identify opportunities for improvement in their sales processes. Some clients also needed to manage call routing based on business hours, redirecting calls to personal cell phones after hours.

Clearbit, a marketing intelligence platform, was facing a challenge in accessing the voice of the customer and data to better inform decisions around retention goals in their business. The company, which helps its clients engage with the right buyers at the right time by parsing millions of customer data points in real-time, needed a way to better understand its customers and their needs. The variations in retention over the past few years had forced the team to evaluate what they were doing well and what needed improvement. They needed a solution that would help them understand these variations and make smarter decisions, focusing their energy effectively rather than chasing every churn event in the same manner.

ComplyAdvantage, a Regulation Technology (RegTech) organization that provides anti-money laundering technology, was facing a challenge in efficiently ramping up new hires as the company scaled rapidly. The Head of Revenue Operations (RevOps), Jonny, was tasked with reviewing the technology stack to ensure it was as streamlined as possible while maintaining the necessary components for the RevOps team to effectively reach their goals. With over 60 sales enablement tools being used by the team, this was a significant task. The team was already using Gong, a Revenue Intelligence solution, but not to its full capacity. The tool was primarily used for call recording, with no coaching or trackers in place.

Before the implementation of Gong Forecast, Crayon, a leader in competitive intelligence software, faced significant challenges in managing and forecasting their deal information. The process involved tracking data from multiple sources and manually entering them into a Google Sheet. This method was not only time-consuming but also lacked reliability, leading to a lack of confidence in their forecasts. The team was operating based on opinions rather than data-driven insights, which further complicated the forecasting process. The absence of a single source of truth made it difficult to determine if the forecasts were overly optimistic, too conservative, or simply inaccurate.

Honda, a global leader in the automotive industry, was facing challenges in the digitalization of the customer journey. The physical visit to the dealership was occurring later in the purchasing process, making the quality of lead processing methods crucial. This was the link between the customer's digital research and real-world contact. It was essential for Honda to ensure that the contact following a customer request was done quickly to meet the expectations of prospective car buyers. Additionally, the increasing demand for reports to share with field teams was creating a significant workload for both the internal team and the network on a daily basis.

City Cruises by Hornblower, the largest river and harbor cruising company in the US, was facing a significant challenge in training its customer service teams and ensuring quality. The company was only able to evaluate two calls per agent per month, which was a tedious process. The quality assurance process was manual, involving spreadsheets and manual cross-checking to track performance. The travel industry disruption in 2020 due to the pandemic added to the challenge. In 2021, City Cruises faced the task of ramping up hiring and training to re-ignite travel. They needed a way to review customer service calls more quickly and efficiently to improve feedback loops to agents. Their previous solution was a traditional workforce management platform that forced their QA team to manage a spreadsheet with over 60 formulas in place to track scorecards and run reporting.

The company, a leading provider of talent management and training software, was faced with a significant challenge at the beginning of 2020. Following a major acquisition, the company needed to double its support team from 80 to 160 agents. This required preparing to train new agents on their process and service offering. However, before onboarding these agents, they needed to ensure their quality process was effective in identifying which agents required the most assistance quickly and at scale. The company's previous manual process was consistently seeing coaching drop on their list of support priorities due to support backlogs. This resulted in agents not knowing where they needed to improve or how support leads were making decisions. The company needed to create a more data-driven, fast, and scalable QA process to meet and exceed its customer retention KPIs while delivering a great CSAT.

Emtek, a global leader in door opening solutions, faced a significant challenge in improving the training of its agents and making data-driven decisions to enhance customer care. The company's call auditing process was slow and tedious, limiting the Quality Assurance (QA) team's ability to provide timely feedback to agents. Evaluating a call required the QA team to manually review a randomly selected call from the call recorder base, a process that took at least twenty minutes. The situation was further complicated when the team went fully remote due to COVID-19. Despite having a well-equipped 80-person support team, Emtek lacked visibility into how agents were performing remotely, leaving their customer service teams in the dark. The company needed a solution to better understand their customer experience and improve agent performance.

The company, a Fortune 300 international automotive retailer, faced a significant challenge when it had to transition to remote work and simultaneously deal with an unexpected workforce reduction. The QA team was tasked with reviewing the same number of calls within the same timeframe but with fewer analysts. The existing QA process was slow and tedious, with analysts spending an average of one hour monitoring and evaluating a single call, collecting feedback, and sharing relevant recordings. This process involved juggling multiple spreadsheets and systems. The team was reduced from six to four analysts, each of whom was responsible for completing more call reviews and evaluations, as well as providing feedback to agents serving over 238 locations. The company needed a more efficient way to run its QA process, avoid overtime costs, and ensure that its agents received enough detailed feedback to deliver a positive customer experience.

itel, a business process outsourcer operating across the Caribbean, Latin America, U.S, and Canada, was facing a significant challenge due to limited visibility into its business operations. The company was only able to mitigate compliance risk on a small percentage of sampled customer service calls. This situation posed a high risk of compliance breaches, fraud, and steep fines. The lack of comprehensive oversight into customer interactions was not only a compliance issue but also a potential threat to the quality of customer service and the overall client experience.

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.

The Company, a leading direct-to-consumer homeowners insurance technology company, was facing challenges in training their insurance agents and ensuring compliance. They were seeking a platform that would provide a data-driven approach to training, improve the efficiency of their process, and deliver quota attainment improvements for sales. The existing training process was manual and inefficient, relying on subjective self-evaluations by insurance agents. The feedback process lacked contextual evidence and a history of past performance. The company was also struggling with manual, stop-and-resume methods during quality auditing procedures to protect sensitive information, which posed significant challenges in a remote work environment.

The company, a leading debt relief firm, was facing significant challenges in monitoring customer interactions and improving agent performance. They were only able to monitor a small percentage of calls, which was not providing enough data for meaningful business insights. This lack of visibility was leading to high compliance risk and potential loss of client trust. The company was in dire need of a data-driven solution to enhance agent performance, reduce risk, and build client trust. The potential revenue loss due to these challenges was estimated to be up to $15M industry-wide.

RealDefense, a global provider of identity protection and live tech support services, was grappling with lower than expected sales. The company was only able to monitor less than 2% of their customer calls each month, and their manual QA process was not providing the necessary data-backed insights to understand why sales were underperforming. The geographical spread of RealDefense’s four global contact centers further complicated matters, making it difficult for the organization to have a single source of truth. When RealDefense acquired Stopzilla ATS, the director of call center sales was tasked with driving up-sells and cross-sells between the newly acquired company’s service plans and RealDefense’s primary service plan. To be successful, they needed to ensure they had the right scripting for their agents, that their agents adopted the scripts, and that the system captured the right scripting for them. They needed a solution that could offer more visibility into contact center conversations and provide business-improving intelligence from each interaction.

A leading financial services company was facing challenges in maintaining compliance and optimizing agent performance due to limited QA staff and increasing agent headcount. The company relied on spreadsheets and six-page QA evaluation forms to score and grade agent performance, which only allowed them to grade 10% of agent interactions each month. This limited QA coverage resulted in a lack of clear insights into how agents were successfully pitching lending solutions to clients, making it impossible to replicate successful strategies across their workforce. Additionally, as the company increased its agent headcount without growing its QA analyst headcount, it needed more compliance oversight. The challenge was to scale service, revenue, and performance while maintaining quality, compliance, and customer experience.

YourMechanic, a fast-growing mobile car repair and maintenance services startup, was facing challenges in managing its rapidly expanding business. The company was seeking to improve its coaching insights, address gaps in agent soft skills, and identify new growth opportunities. Despite recording every customer call, the company was only able to monitor 1-2% of them, which limited their ability to understand customer experiences and identify key interactions that lead to conversions. The startup was also struggling to collect broad business insights to inform their decision-making process. The company operates in over 700 cities across 50+ major metro areas in the U.S. and was aiming to increase customer bookings, conversions, and enhance the overall customer experience.

BetterUp, a platform that combines coaching with behavioral science and AI to improve workforce well-being, adaptability, and effectiveness, was experiencing rapid growth, with a year-over-year increase of over 100%. This growth led to a surge in inbound demand, particularly from leaders who had never previously considered a well-being solution. To win these new deals, BetterUp's sellers needed to consistently present themselves as empathetic educators and trusted partners. The challenge was to quickly define effective activities for interacting with these new personas and distribute these insights to the field without introducing any friction into the sellers' already busy schedules. Robert Thompson, BetterUp's Director of Sales Development, was tasked with finding a solution that would help his team keep up with the inbound demand and continue to optimize their workflows as BetterUp continued to grow.

Guild Mortgage, a nationally recognized independent mortgage lender, was facing a challenge in keeping up with the increasing demand for their services. Despite their efforts to process requests as quickly as possible, the loan officers were struggling to maintain a competitive edge in the market. The slower-than-average response time was resulting in missed opportunities, especially with the emergence of new players offering digital alternatives to traditional lending. The challenge was not just about responding quickly to leads, but also about proactively and consistently serving customers with relevant information and resources. The company's sales leaders realized the need to invest in their sales and marketing technology to support this level of service.

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.