Sprout Social Creates a Customer-First Culture Using Gong
Company Size
1,000+
Region
- America
Country
- United States
Product
- Gong
- Sprout Social
Tech Stack
- CRM
- Slack
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Data Science Services
- System Integration
About The Customer
Sprout Social is a social media management and optimization platform for brands and agencies worldwide. The company offers a single hub for social media publishing, analytics, and engagement across an organization's social profiles. Sprout Social believes that building a powerful brand means connecting with the people who love and trust it. Its suite of deep listening and analytics, social management, customer care, and advocacy solutions enable organizations and brands of all sizes to be more open, real, and empathetic on social. The company is headquartered in Chicago, Illinois, and was founded in 2010. It has over 700 employees.
The Challenge
Sprout Social, a social media management and optimization platform, was looking for a scalable, data-driven way to understand whether its sales teams were adopting new training methodologies, improving deal execution, and creating a seamless experience for prospects and customers. The company was using a call-recording tool that enabled sales managers to listen to calls as they happened, but it lacked visibility, insights, and analytics. Sprout Social wanted a solution that could provide more detailed insights into its sales process, similar to what it does for social media. The company also wanted to track the successful implementation of new sales training methodologies and leverage deal execution capabilities to ensure that deals in the pipeline were on a path to closing.
The Solution
Sprout Social implemented Gong, a data-driven solution that provides visibility, insights, and analytics into sales processes. Gong enabled Sprout Social to track the successful implementation of new sales training methodologies and leverage deal execution capabilities. The company used Gong trackers to monitor techniques that focused on revealing a prospect’s challenges. This allowed the team to identify low adopters and provide mid-cycle coaching and immediate impact reporting. Gong also provided a visual representation of how each deal was developing and how each conversation was changing and evolving. This allowed Sprout Social to diagnose deal health and funnel movement in real-time. Gong also helped unify teams around customer needs to create a seamless customer experience. The solution was initially implemented for the sales team but quickly spread to every customer-facing team in the Sprout Social organization.
Operational Impact
Quantitative Benefit
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