As covered in the Sacramento Business Journal, DialSource recently closed a deal with the Texas Rangers, and we wanted to share the story behind the deal and the benefits that Texas Rangers have seen since using DialSource.
With a sales team of 28 representatives and three managers, the Texas Rangers cover a large sales portfolio and rely on efficiency to help drive success within their organization.
In 2016, the team switched its CRM software from Microsoft Dynamics to Salesforce. At the time, the Rangers had difficulties retrieving important data from their calls.
Without key metrics, such as who was being called, when calls were placed and how long they lasted, the team was missing out on actionable ways to improve the fan experience. On top of that, the Rangers’ sales reps were placing all their calls by hand while their managers manually assigned call lists, limiting their overall productivity.
Looking for a way to boost the efficiency of its sales team and the efficacy of their calls, the Rangers decided to implement DialSource Denali. Thanks to features like Click-to-Call, Campaigns (pre-built call lists that agents can cycle through without having to pull up individual records) and post-call automation like Voicemail Drop, the Rangers have witnessed an immediate impact on their sales process.
“We’ve seen our reps make 160% more calls per hour while using Denali,” said Justin Foote, CRM & Analytics Manager for the Texas Rangers.
Beyond improving the speed of their calls, the team now has access to valuable intelligence from each call through Denali’s automated dispositions, allowing the Rangers to make better strategic decisions moving forward.
“We had always lacked an efficient and accurate way to track the effectiveness of our leads. We could see whether or not leads were purchasing, but not necessarily the outcome of the call. Now, with Denali intelligence, each call has an outcome that can then be viewed at an aggregate level for reps, managers and for myself to reference when acquiring additional leads.”
Denali has also helped the Rangers continually improve performance on an individual level. With its robust set of training tools, managers can help reps improve on speci c pain points, whether they’re rookies or seasoned vets on the team.
“Denali is beneficial for managers because it allows seamless listening in on calls in order to evaluate rep phone performance,” explained Nick Richardson, Inside Sales Manager for the Rangers. “In a role where you are training reps, this is key to enhancing their performance at a swifter pace. Also, the whisper feature allows training managers to make suggestions that only the rep can hear when speaking with clients in order to get the most out of each call and to accelerate the rep success rate.”
After seeing such tremendous results with the initial roll-out, the Rangers are preparing to expand their use of Denali and enhance the fan experience across in-bound sales and service communications as well.
“We have future plans to utilize Denali’s inbound call routing to ease some of the pain points with our receptionists,” said Foote. “We’re looking to implement a system that recognizes a matching account and routes the call to that owner.”
Like the Texas Rangers, your company can reach new levels of performance across both your inbound and outbound communications. See how Dialsource can engineer high performance for your organization by scheduling a demo with us.