Conversica > Case Studies > DocStar's Pipeline Growth with Conversica Sales AI Assistant

DocStar's Pipeline Growth with Conversica Sales AI Assistant

Technology Category

Infrastructure as a Service (IaaS) - Virtual Private Cloud
Wearables - Virtual Reality Glasses, Headsets & Controllers

Applicable Industries

Equipment & Machinery
Oil & Gas

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Intelligent Packaging
Inventory Management

About The Customer

DocStar Enterprise Content Management (ECM), a division of Epicor Software Management, is a scalable, strategic cloud-based tool that allows business users to manage all of their content securely, from capture to destruction. DocStar specializes in document management, as well as business processes management including accounts payable and sales order automation. They receive about 500 leads per month, mostly inbound leads generated through their website. DocStar was acquired by Epicor in January 2017, and for a while, the two organizations had separate Salesforce instances. However, they decided to merge their Salesforce instance with Epicor in late 2019.

The Challenge

DocStar, a division of Epicor Software Management, specializes in document management and business processes management. They receive about 500 leads per month, mostly inbound leads generated through their website. To manage these leads, they score them based on demographic, firmographic and behavioral data before sending them to the Business Development team for follow-up. However, this method of lead prioritization and follow-up presented challenges. The Business Development Representatives (BDRs) had difficulty meeting their quota for the number of outreach attempts for each lead, especially when lead volume was high. Additionally, the timing of the outreach was often not optimal, being either too early or too late in the customer journey to be of value to the prospect.

The Solution

After witnessing the success of Epicor with the Conversica Sales AI Assistant, DocStar decided to adopt the same solution to drive pipeline and operational efficiency. The adoption of the Intelligent Virtual Assistant (IVA) was done in phases. Phase 1 focused on re-engaging inbound leads, starting with small batches of dormant leads and contacts, and then adding real-time inbound leads. Phase 2 involved a pipeline push for opportunities that were closed/lost in the last year, as well as opportunities that went suddenly dormant. In Phase 3, the DocStar team looked at specific use cases for the Conversica solution including live events and tradeshows. The IVA drove registrations pre-event and followed up post-event to discover hot leads. The Conversica platform was intuitive and straightforward, making it easy to adjust campaigns based on their needs.

Operational Impact

The adoption of the Conversica Sales AI Assistant resulted in significant operational results for DocStar. The phased approach allowed them to re-engage dormant leads, push the pipeline for lost opportunities, and discover hot leads from live events and tradeshows. The Conversica platform was intuitive and straightforward, making it easy to adjust campaigns based on their needs. This included adding links to documents or videos to the IVA’s conversations to make them more engaging. The IVA also improved operational efficiency by handling the reading and writing of emails, saving the equivalent of 41 years worth of work. The adoption of the IVA did not threaten job security but instead enhanced the work of the BDRs by taking over the repetitive task of lead engagement via email.

Quantitative Benefit

10% of pipeline attributed directly to their Intelligent Virtual Assistant
74 opportunities resulting in over $1 million
Improved operational efficiency, reading and writing emails the equivalent to 78.3K man-hours (the equivalent of 41 years worth of work)