LogMeIn

LogMeIn increased outbound call volume by 37% by using Tenfold

LogMeIn

Profile

  • Founded in 2003
  • Headquartered in Boston, Massachusetts
  • LogMeIn is a SaaS provider that simplifies how people interact with each other and the world around them to drive meaningful insight, deeper relationships and better outcomes for all

Challenges

  • Not having reliable call tracking data in APAC and India
  • Eliminating time wasted on manual data entry
  • Improving their reps’ outbound call volume
  • Tracking reps’ call activity

Solution

  • Tenfold team
  • Tracking on all reps daily activities
  • Real-time reporting
  • Gamification leaderboard

Results

  • 100% of reps hitting activity targets
  • Reps’ outbound call volume increased by 37%
  • Daily call notes taken increased by 42%

Identifying Challenges

LogMeIn faced two major challenges. Firstly, for years they relied upon manual call data reporting to track rep performance and for a variety of reasons, LogMeIn could not rely on those manual metrics. The second issue however was much more difficult to solve.

With an existing phone system in place, LogMeIn was committed to their phone provider, and understandably unwilling to “rip and replace” what they already had. While most companies will force customers to invest in a new phone system, Tenfold is unique in this regard, as there’s no need for this additional step.

Instead, LogMeIn was able to keep their system in place, as Tenfold’s solution integrates seamlessly with existing technologies, and doesn’t create any latency or call quality issues that a number of other solutions can’t offer.

Customer Journey

Once LogMeIn determined that their existing provider wouldn’t be able to solve their pain points, they began researching other solutions, but found themselves running into the same issue everywhere: they would either need to make an IT investment in regional data centers or be forced to accept poor call quality and latency problems; which was not an acceptable outcome.

Fortunately for LogMeIn, they found Tenfold, whose solution was able to provide their users “the ability to track all of their dials and all of their calls” without compromising call quality, and causing latency problems. Given the pressing need for this solution, LogMeIn’s roll-out timeline was accelerated, and Tenfold helped to make sure that they were set up within a month of commitment.

Results

After implementing Tenfold, LogMeIn saw a number of metrics increase almost immediately. Before adopting the solution, call metrics were tracked manually, so while some sales reps were reporting an average of 30 calls per day, others had no clue, as they weren’t keeping track of their calls; but with Tenfold that changed.

LogMeIn now had access to reliable data on 100% of their reps, and could track their wins, losses, connection rates, and a host of other metrics that were important to management.

Once a baseline was established in the first month with Tenfold, LogMeIn could measure how their reps were performing, and ultimately track the success of the implementation; and the results were eye opening.

LogMeIn’s average outbound call volume increased by 37%, and their average daily notes taken went up by 42%. “From a sales management perspective, it gave us the data to help coach reps to achieve their targets. By measuring quantity and quality of calls, we could identify areas for improvement to assist them hit their overall sales targets.”

Culture Change

Once Tenfold was fully installed, and the necessary processes were adopted by LogMeIn’s sales reps, there was an immediate change in the sales culture.

“There was a lot of excitement around implementing Tenfold. When it came to the day-to-day, our director, he was unable to get any sort of visibility to what these reps were doing. And these reps couldn’t show their effort either. But now, the excitement of the reps, coming in on a daily basis, and being able to see the dashboard in their office, displayed for them has been great. I was sitting right next to it, and constantly had people coming up to check it and challenging each other, and really getting into it. And that hasn’t changed in the six months that we’ve installed Tenfold.”


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LogMeIn

Simplifying how people interact with each other and the world around them to drive meaningful insight, deeper relationships and better outcomes for all has helped LogMeIn grow to become one of the world’s top SaaS companies with a leadership position in every one of their stated markets.
LogMeIn’s easy-to-use products are adopted by professionals and leveraged by small to medium-sized businesses the world over who are looking for increased insight into their customer’s journeys, simpler internal and external collaboration, and a more empowered workforce.

Stephanie Drumright
International Business Systems Analyst at LogMeIn

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