Sales strategy. Sales execution. Sales interactions.
The first two? Klenty’s sales team had nailed it.
But the third — improving the quality of sales interactions — was where they realized they had a few challenges.
Repeatedly, the same symptoms kept showing up across all customer-facing teams.
Symptoms Faced by Customer-Facing Teams
Sales Development Representatives
The biggest struggle for SDRs was to know which cold call openers worked. It was almost impossible to identify a pattern and apply it across future cold calls to improve the number of conversations started.
With no way to listen to their calls, tracking which parts of their call script worked and which parts needed improvement proved impossible.
Keeping track of the next steps for each prospect was a Herculean task. As a result, follow-ups suffered because they were not tailored to prospects’ pains.
AE handoffs were riddled with challenges; they struggled to arm Account Executives with the right information needed to tackle a demo call.
Account Executives
AEs faced the following challenges:
- Managing note-taking and being fully present on calls was impossible. Important prospects’ details slipped, and reps couldn’t follow up with context.
- Self-reflection took a hit. It was impossible for them to review and analyze their calls to know what tactics worked and which areas they needed to improve. Subsequently, they also couldn't identify key pointers that drove deals.
- Updating CRM sucked up all the time that could be spent on researching prospects to craft well-defined, relevant messages.
Sales Managers
Sales Managers couldn’t separate what actually transpired on calls from what information reps gave them. They didn’t know what was actually happening on calls to remove bottlenecks in the sales process and coach reps effectively.
Review meetings became call-listening sessions.
Since they didn't have insight into what was happening on call, they couldn't spot reps’ weaknesses. And determine what top reps were doing differently that could be replicated across the entire team.
Customer Success Managers
Similarly, the customer success team at Klenty struggled to identify opportunities for upselling and cross-selling as they didn’t have a reference point for calls. Without a central library for all calls, they struggled to find an easy way to access calls across multiple platforms.
All these symptoms pointed to one major problem. The team didn’t have an easily accessible repository of calls that they could revisit for reviewing their calls.
Call IQ to The Rescue
What Klenty needed was a platform that would bring all their calls across multiple video conferencing tools into one consolidated place.
And that’s exactly what Call IQ does.
Call IQ is a conversation intelligence platform that transcribes, summarizes, and reports on all audio and video calls.
With Call IQ, Klenty’s sales team was able to:
- Review calls at a glance
- Understand what was working and what wasn’t
- Identify key deal drivers and close deals faster
Let’s dive into how Call IQ transformed Klenty’s sales process.
For Sales Development Representatives
Call IQ armed SDRs with instant transcripts. They could then analyze what openers worked and how to deliver value prop.
Adding call notes on CRM was taken care of by Call IQ, so there was no room for information to be left out by mistake.
They knew exactly what to do for every prospect. All next steps were neatly handed to them in a list by Call IQ.
As a result,
- AE handoffs became easier.
- Call scripts improved.
- SDRs booked more meetings.
“Transcripts are amazing. I can quickly scan them to identify call openers that work.”
Noel, SDR Lead at Klenty
For Account Executives
Reps were able to get the gist of each call by skimming transcripts.
Call IQ collated important highlights under a single section for reps to get the full picture of the call within minutes.
Questions and objections posed were found under one section so reps could study and identify common patterns and better prepare to handle them.
“Next steps” of every meeting propelled customized follow-ups that led to more replies. Reps always followed up with context.
As a result,
- Reps formed a daily habit of reviewing calls.
- They could identify key deal drivers.
- Reps were better equipped to handle future calls.
“Having to listen to the entire call to spot one important detail was frustrating. With Call IQ, I can search for the exact information I’m looking to find. Be it a prospect pain point or competitor mention, I’m able to get all the information I need in minutes.”
Kewin, Account Executive at Klenty
For Sales Managers
Managers could know exactly what was happening on calls with the help of transcripts and summaries without having to listen to every call.
They could spot strengths and weaknesses and guide reps with actionable insights.
Metrics like talk time enabled them to know how the rep performed on call — how much they spoke vs. how much the prospect spoke.
With the facility to tag team members, managers could highlight the part of the call and coach instantly.
As a result,
- Review meetings turned into efficient coaching sessions.
- Sales managers fixed bottlenecks in the sales process seamlessly.
- A repository of training videos to ramp new reps sooner was born.
“A major benefit is being able to see what top performers are doing and replicating it across the entire team. It’s been a game-changer in creating a baseline of excellence across the team.”
Praveen, Chief Revenue Officer at Klenty
For Customer Success Managers
Call IQ helped the customer success team at Klenty in organizing their meetings. Calls were divided by personal, team, and upcoming meetings. As a manager and Individual Contributor, it especially helped Edwin distinguish between his calls from the teams and get a better view of who was handling calls and the purpose behind each call. With comments and mentions, the team was able to loop in team members who were required to take action on specific customer feedback.
Slack integration enabled the Customer Success team to get instant notifications for calls. So they could quickly view transcripts and summaries from the same place.
As a result, they
- Instilled a regular and ongoing coaching process
- Have a single repository for their calls
- Improved overall team collaboration
Edwin, Head of Customer Success at Klenty, says
“Coaching was a struggle. With Call IQ, coaching is a daily habit. We spot coachable moments on the go. And because of that, call quality has improved by 50%. Coaching on the spot has also helped us identify missed cues and convert them into qualified opportunities for upsell and cross-sell”
In Conclusion
With Call IQ, Klenty’s sales and revenue teams were able to:
- Access all their calls in a single place
- Review calls at a glance with transcripts and summaries
- Coach reps with actionable insights through talk time metrics
- Identify feature gaps and customer needs and resolve customer issues quickly by looping in relevant sales, product, and support executives.
