Elevating Sales Operations Through AI-Powered Insights
Client
A B2C sales team responsible for nine figures of revenue.
Challenge
Our client wanted to improve sales performance and be more competitive in the market.
Approach
We began by reviewing the sales process and performance benchmarks to identify opportunities for improvement. Informed by this analysis, we ranked the opportunities and selected two that promised the most impact: sales coaching and sentiment analysis.
Next, we evaluated potential solutions through rapid, low-cost pilots before scaling the investment across sales and customer support teams. While scaling the solutions, the team implemented a change management plan to ensure widespread adoption.
Key Insight
Customer sentiment is hard to measure, but AI-driven voice and sentiment analysis can provide valuable insights. This insight allowed sales associates to demonstrate greater empathy, improving both sales and customer retention.
Results
Sales close rates improved by 47% on average, with the most significant improvement among the lowest performers. CSAT scores also improved by 24%, with customer feedback highlighting that their sales rep better understood their needs.
“BGP’s approach was both strategic and hands-on, making it easy for our teams to adopt AI tools that have had an immediate impact on performance.”
