Leading Custom Research & Analytics Firm Sees 35% Gain in First-Call Conversions to Sales Pipeline
Company Size
200-1,000
Region
- America
Country
- United States
Product
- ExecVision
Tech Stack
- CRM
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Revenue Growth
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Sales & Marketing
Services
- Data Science Services
About The Customer
Hanover Research is a leading custom research and analytics firm. The company's sales team is led by Chief Growth Officer Sid Phillips, who understands the critical role of coaching in the success of his sales team. The sales directors at Hanover Research are tasked with creating value on the first call with senior-level prospects. To achieve this, they rely on coaching sessions that prepare them for these conversations. However, the company was facing challenges with their coaching program, as call reviews were time-consuming, coaching sessions were rushed, and there was no mechanism for timely and consistent feedback.
The Challenge
Hanover Research was facing a challenge in their sales coaching program. The process of reviewing calls was time-consuming and the coaching sessions were often rushed, leaving no room for timely and consistent feedback. The sales directors needed to create value on the first call with senior-level prospects, and coaching sessions were aimed at preparing them for those conversations. However, the coaching program lacked an easy way to review conversations from start to finish and identify coachable moments. They were relying on metrics from the CRM and meeting software to inform managers what to coach on. The problem was that without insight into the dialogue that’s actually going back and forth between the reps and prospective clients, it was nearly impossible to understand how to make improvements or adjustments in the business.
The Solution
To address the challenges in their coaching program, Hanover Research brought in ExecVision. The solution was aimed at providing an easy and effective way to review calls and identify where directors needed coaching. ExecVision was used to gain insight into rep performance, make asynchronous coaching more efficient, and allow reps to self-identify and ask for feedback. The solution provided a way to understand what was actually being said on calls, which was critical for increasing first-call conversions. With ExecVision, Hanover Research was able to build a strong coaching culture where directors solicit their peers, managers, and leaders for feedback on their calls.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
UBM plc: Taking the pulse of the business and engaging employees with a far-reaching strategic transformation
UBM, a leading global events business, was undergoing a significant strategic transformation named 'Events First'. As part of this transformation, the company was preparing to complete the largest acquisition in its history - Advanstar, a US-based events and marketing services business valued at more than USD970m. The company faced the risk of human capital flight if it was unable to effectively engage top talent with the new strategic direction. UBM needed to make significant structural, process and systems changes, uniting its previously autonomous regional businesses. The challenge was to ensure all of its employees were engaged and aligned with the new future vision.
Case Study
Wittmann EDV-Systeme launches IT monitoring services
Small and medium-sized businesses often lack the know-how and resources required for thorough IT system monitoring. Wittmann EDV-Systeme wanted to launch a solution to plug the gap – enabling it to improve its own competitiveness and that of its customers. IT landscapes are becoming ever more complex and outsourcing is gaining popularity, IT systems must nonetheless remain easy-to-use and extremely reliable at all times. Automated, round-the-clock system monitoring therefore represents an immensely valuable proposition for companies: downtime for business-critical applications can be avoided, and IT systems remain available at all times.
Case Study
Uncovering behavioral insight to help reward and retain the best employees
The HR services company, an IBM client, was facing the challenge of understanding the factors underlying personal employment choices. They wanted to offer their clients unprecedented insight into what motivates employees and prospective job candidates. However, their existing systems were not capable of handling the surging data volumes collected from a wide range of different data sources. With the total volume likely to keep on growing, the firm looked for a solution that could meet current needs and scale to meet tomorrow’s demands.
Case Study
Infosys achieves a 5–7 percent effort reduction across projects
Infosys, a global leader in consulting, technology, and outsourcing solutions, was facing significant challenges in application development and maintenance due to its distributed teams, changing business priorities and the need to stay in alignment with customer needs. The company used a mix of open source, home-grown and third-party applications to support application development projects. However, challenges resulting from distributed teams using manual processes increased as the company grew. It became more and more important for Infosys to execute its projects efficiently, so they could improve quality, reduce defects and minimize delays.
Case Study
Flex Contact Center: Supporting rapid business growth with IBM Connections Cloud and IBM Verse
Flex Contact Center, a professional services company offering telesales, call-center, anti-attrition, back-office, helpdesk and collection services, has grown rapidly since its establishment in 2009. With operations in 12 sites across two states and four cities in Brazil, the company employs more than 11,000 people. However, the company realized that to prevent barriers to future expansion, it was essential to make it as easy as possible for its people to work together effectively—even if they were based in separate geographical locations. Traditional approaches to collaboration—based on email and phone calls—threatened to reduce productivity. Flex Contact Center wanted to enable better collaboration and communication across its workforce, but did not want to make large investments in infrastructure.
Case Study
PureFluent: Connecting to partners and customers through the cloud for enhanced productivity
PureFluent, a translation services company, was facing challenges in managing its translation and document review processes. The company often received files in uneditable formats from customers, which required staff members to transfer text to word processing or spreadsheet documents. During the translation process, maintaining version control was a challenge because PureFluent sent work to hundreds of translators in multiple geographic locations. It was also time-consuming for staff to manage the large volume of emails and FTP transactions required to submit translations for customer review and ensure the integration of requested changes. Furthermore, staff were spending significant time hunting through their emails for specific attachments.
