ChallengeThe business needed a way to keep up with its growing demand. It needed to automate processes to support thousands of leads that were being generated.
SolutionVonage Contact Center for Salesforce
Results127% increase in deals closed per day, 276 minutes saved per day through click-to-dial, 69 days cut from new agent’s ramp to profitability time, improvement in connection rates by up to 40% and increased closing rates by 32% on connected calls.
Pursuing a Large Number of Leads and Ramping Agents Quickly
When Dan Rose, CEO, started Six Pack Abs (SPS), he had minimal savings and a credit card. Today, his company is a hugely successful internet business with 587 million views on YouTube, 3.8 million subscribers and 160,000 paying customers globally. The business generates thousands of leads from its extensive reach and internet marketing. In the beginning, Rose would use his mobile phone to follow up on those leads but soon realised the business needed something special if it was going to keep up with its growing demand. They needed to automate processes, but with the right technology investment. First, they moved from three separate CRMs to a single interface - Salesforce - which then allowed them to enhance their sales infrastructure with additional solutions.
Building an End-to-End Sales Process
According to Chad Wilbourn, general sales manager, Six Pack Abs, “Before, we were manually dialling, taking at least five seconds to dial a number. It doesn’t sound like a long time, but when you multiply that by 20 guys over 12 hours a day, it really adds up. Click-to-dial is much more efficient." As a result, SPS reps have quadrupled their productivity with their daily call numbers skyrocketing from 80 to 350. But, Wilbourn isn’t stopping there. “We’re going to go to an automated dialler because there are so many leads we will have to follow up on.”
Global Scale and Improving Agent’s Efficiency
With accounts spanning across 40 countries, SPS reps noticed that clients were reluctant to pick up calls from unfamiliar area codes. With Vonage Content Centre for Salesforce, SPS sales reps are now able to display local area codes when calling these customers, improving connection rates by 40%.
Automatic Call Logging in Salesforce Saves Valuable Time
By working on a single platform, the SPS sales team is given full visibility into each account, creating a seamless internal process. Wilbourn adds, “Several different people in our company will touch the same customer. The Vonage solution makes it simple, everything is visible.” With Vonage technology, calls are logged automatically, allowing agents to follow their daily call lists efficiently - identifying who to call quickly based on the call history and notes.
Decreasing Agent Ramp-up Time
SPS’s agents use the Contact Centre for Saleforce call recording and real-time functionality to create a better all-around sales experience. “Whenever one of our new agents makes a phone call and sells to a client, one of our sales managers will then upsell," said Wilbourn. This way, the new agent can use the call as a learning opportunity. This sales strategy has increased closing rates by 32% on connected calls with customers.
Training agents from call recordings has been a quick and effective way to reduce the time for a new rep to reach profitability. Ramp-up times have gone from 3-4 months “all the way down to 3-4 weeks,” says Chase Larson, SPS’s Sales Operations Manager. Additionally, Vonage the Contact Centre for Salesforce reporting has given Larson real-time visibility into rich data about his sales reps performance including call ratios, dials made and revenue closed.
The SPS sales model has been so successful that Rose is now using his fast-growing sales team to make sales calls for other internet businesses. Rose says, “We see tremendous growth from that in 2016 and we see tremendous revenue growth from supporting partners in 2016 – we hope to double this revenue channel in 2017.” With the number of deals closed up from 55 to 125 per day, Vonage technology has proven to be a critical part of Six Pack Abs’ sales strategy and success.
“Before, we were manually dialling, taking at least five seconds to dial a number. It doesn’t sound like a long time but when you multiply that by 20 guys over 12 hours a day, it really adds up. Click-to-dial is much more efficient.”
Chad Wilbourn, General Sales Manager, Six Pack Abs