Lagging Sales and Morale Threaten Company Growth
Based in San Jose, California, Calyx Software is the leading provider of digital solutions that help financial institutions and brokers nationwide to streamline the mortgage loan process. Recently, the company – and its inside sales team – began to experience lagging sales.
Industry veteran Wade Brantley was brought in as the new National Product Sales Manager and tasked with turning things around. He engaged xPotential Selling to provide expert consultation and to implement timely and effective solutions.
“I was an instant believer,” he says. “Barrett and his team are consummate professionals who do their homework and give good, professional guidance.”
I – FIND THE PAIN POINTS
xPotential Selling provided their xPert Sales Consulting services to conduct a thorough analysis of Calyx’s sales model, which uncovered several key problem areas. First, there were significant call bottlenecks when potential clients tried to reach the Calyx sales team, resulting in long wait times that frustrated callers. Also, 15% of calls went unanswered. It was clear that the sales team’s difficulty in distributing incoming calls was leading to lost sales and revenue.
II – IMPLEMENT A UNIFIED SALES PROCESS
Brantley eliminated the segmented call streams, replacing them with a single queue. Prospects would be routed to the first available agent. He also instituted a new account management structure that incentivized salespeople to develop strong client relationships, rather than each call being treated as an isolated event.
III – LEAD FROM A PLACE OF STRENGTH
Brantley created (3) new regional manager positions for outside sales. He used xPotential Selling’s industry-leading xPlore Sales Leadership Assessment to screen candidates for these critical roles. “The assessments have helped us find elite candidates, making it easy for us to build a solid team,” Brantley says.
Nearly 35% increase in production
Within weeks of adopting the new framework, production soared and the peaks and valleys Calyx had been experiencing were eliminated.
Nearly 100% answer rate
Eliminating hold times by routing calls to the first available agent resulted in vastly improved customer response times.
Improved client and agent satisfaction
Clients have benefited greatly from having a dedicated account manager, while agent morale has improved thanks to a more efficient system and attainable incentives.