The challenge
Equiem, a global real estate technology company, was rapidly scaling its US sales team and needed to get new hires up to speed quickly. With sales teams in Australia, UK and US, it was challenging to collaborate around customer conversations across timezones and keep everyone on the same page.
The result
With Salesroom, Equiem sales reps feel supported during customer meetings, and have less regret about the “perfect comeback”, even in the most difficult customer conversations. Equiem customers and prospects were delighted to join a beautifully designed meeting space instead of a typical video chat Equiem’s competitors offered.
"It makes your company look cool and more techie as you’re investing in something that other people are not necessarily doing because you value this conversation with your customer so much"
Coaching and collaboration in a modern way
“When people think about what sales coaching should be, they think of a demo review where the whole team gets together in a room and you’re going to watch an hour long customer call and everyone is going to critique the salesperson”, says Eric who has close to 20 years of experience in leading sales teams. The problem with this approach is that takes a lot of time and effort, and after a few enthusiastic sessions it becomes just one more initiative that falls off the map.
With Salesroom, Eric is able to dramatically cut down the time it takes to review a meeting: scanning automatically detected coaching moments, questions asked by the sales rep or bookmarks around specific pain points or technology tools that were created during the meeting.
After reviewing a meeting, Eric creates highlights of specific sections, and that’s what he shares out to the team, “because that’s when we get the best engagement from our sales reps”. In 2023, sales teams are too busy to sit and go through the entire video, or even search through the transcript.
The perfect comeback line is never more than one coaching card away
“Every time we talk about real-time guidance I’m always reminded of the Seinfeld episode with the jerk store”, says Eric,” George thought he has this great comeback line to someone who made fun of him during a meeting, and he just didn’t come up with it at the right time”.
Without real-time guidance, a lot of those happen in customer meetings. Should I have answered this question differently? Should I have used it to take the conversation into a different direction? There is a lot of regret, especially among the newer sales reps.
“We have this idea that we can just hand someone a script, an they’re going to memorize it, but it’s just not realistic”, mentions Eric. It takes a lot of practice to have the right customer success story at the tip of your tongue. Thanks to live coaching, Equiem sales rep feel more confident in customer meeting sooner than they otherwise would.
Wow the prospects with the best meeting experience
Before Salesroom, Equiem team used a variety of video conferencing providers and struggled to manage customer communication. Is this a Teams meeting or a Zoom? “We were picking it on the fly, based on the customer and time of the day”, according to Eric. If a salesrep hadn’t used a certain tool for a while, they forgot where important controls were and took a while to figure out how to share a screen or blur their background.
Changing customer meeting infrastructure is always a worry. What if our customer can’t figure out how to join a meeting? “I think there is novelty around it”, says Eric, “people come in, look around, and say ‘oh, this is cool, I’ve never seen this before’”.
For the Equiem team, using Salesroom became an icebreaker at the beginning of new customer conversations. Is this your own proprietary meeting tool? I’ve never seen this before! It helps lighted the mood and start the conversation on the right note. Buyers were impressed and enjoyed not only the meeting experience itself but also receiving highlight videos and meeting summaries in the follow up email. And no one ever needs to ask again, “where is the share button?”.
