Customer Success Team Leverages Call Coaching to Spot Churn Faster & Drive Better Customer Conversations
Company Size
200-1,000
Region
- America
Country
- United States
Product
- ExecVision
Tech Stack
- Call Review Program
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Software
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Training
About The Customer
Levelset is a company that provides software solutions to help contractors and suppliers get payment under control, facilitating smooth payments and successful projects. The company's sales team was looking to increase the success rate of their outbound prospecting conversations and close more deals with consistency. They brought in ExecVision to help them understand what top performers were doing differently on calls and how they could replicate that across the team. Once the Customer Success (CS) team saw the performance improvement Sales had after starting call reviews, they knew they wanted to implement ExecVision too.
The Challenge
Levelset’s sales team was looking to increase the success rate of their outbound prospecting conversations and close more deals with consistency. They brought in ExecVision to help them understand what top performers were doing differently on calls and how they could replicate that across the team. Once Customer Success (CS) saw the performance improvement Sales had after starting call reviews, they knew they wanted to implement ExecVision too. Prior to launching ExecVision, Levelset’s CS team tried to do call reviews without much luck. Finding recordings in their dialer was difficult, and finding a call worth coaching was even harder. When they did find a call to coach, they relied on handwritten, timestamped notes for the session. No one had the time to do this tedious process.
The Solution
ExecVision was implemented to help Levelset's sales team increase the success rate of their outbound prospecting conversations and close more deals with consistency. The software allowed the team to understand what top performers were doing differently on calls and how they could replicate that across the team. The Customer Success (CS) team also implemented ExecVision after seeing the performance improvement in the Sales team. The software made it easier to find call recordings and identify calls worth coaching, eliminating the need for handwritten, timestamped notes. The software also helped the CS team transition from reactive to proactive conversations, allowing them to discuss renewals and product engagement proactively rather than just handling customer support.
Operational Impact
Quantitative Benefit
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