Case Study: Enlyte Uncovers Hidden Deal Insights with TruVoice

— We were really having a struggle with getting the feedback from our sales reps, right? The thing that we were hearing about why a sale wasn't made was almost always price. We weren't getting any more detail really around it beyond that. Sometimes it was a product issue, but we really wanted to bring in an outside person to ask those questions because we know that we get a better response from our customers when they don't feel like they're giving away something on their sales reps, right? Cuz no one wants to have their sales reps be the bad guy. We were really looking for a way to get that data from our customers in a way that wasn't putting our sales force at risk and being able to use that in a consolidated way to really understand the best practices and what was really driving the best results across our business. One of the things that we found is the adoption from our sales teams, right? They started out being very nervous about having this tool in place. They were worried it was going to be weaponized against them — and we had to roll it out very thoughtfully at first, um but the adoption rate is one of the things that's been really surprising and really — delightful to us where our sales reps now want to go in and see how they're doing and understand what their customers are saying. I think there's one of our reps that says, "I take these audio tapes on walks and listen to what my customers have to say and what my reps, you know, customers are saying about them. " So, it's just a great tool. The impact of TrueVoice on our business has been really instrumental in helping us guide the business in different directions, right? I think being able to bring that voice of the customer back into the business and understand where things were breaking down, where we had a challenge that we didn't see before, and being able to adjust that on the fly and in real time to make sure that we were getting the best result for our customers and for us. I think what I like best about the platform is the customization of it, right? We can have a dashboard that is used for our sales folks. We have things that we use for our team. We have ways of presenting to executives where they get exactly the data that they need out of it. — Um and so it's just it the flexibility of it is really the best thing about it. The insights we find most valuable are — the recordings number one, right? Cuz you get to hear the tone. But it's more than just the data that we get back from our customers. It's the additional insights that come from TrueVoice, right? From the company itself where we get a report out once a year and they're combined with other conversations that are happening within the industry and we get that kind of higher view of here's what's happening in your customer base, here's what we're seeing in other customer bases that are like yours, and here's what's happening in general, right? In the industry. And it's that kind of combination of data that really makes the impact and is helpful for us.