Top Financial Services Company Drives 43% More Successful Calls Using Revenue.io

THE CHALLENGE

A business development team at one of the nation’s premier lenders for multifamily and investment property loans was experiencing a drop in quality conversations, likely due to macroeconomic factors like rising interest rates. The team was experiencing a 5.4% drop in success rate (measured as calls with positive dispositions divided by total conversations) over a 4-month period. It was clear that something needed to change.

THE SOLUTION

The Revenue.io customer success team worked with inside sales leaders to identify exactly what top performers did differently during successful calls. Conversation data made it easy to filter calls dispositioned negatively to surface what reps were saying during unsuccessful versus successful calls.

Conversation Intelligence reporting quickly revealed that during negative calls, reps used product and feature-heavy language early on, while discovery occurred later in the conversation. During successful calls, however, key discovery phrases tended to appear earlier in the call, while discussion of products and features occurred later in the call.

The Revenue.io success team worked with business leadership to set up a two-week pilot program using real-time conversation guidance to drive better outcomes. The pilot included time-based notifications that reminded reps exactly when to:

• Go into discovery early including key topics to drill into
• Switch to an “advise stage” to clearly explain what could be offered based on borrower/deal info
• Wrap up the call and focus on next steps including documents needed, time frame and gathering contact info

THE RESULTS

The pilot program showed significant results across team and individual rep metrics. By using AI-powered conversation guidance, reps involved in the two week pilot program saw an average of 43% increase in calls with positive dispositions. According to the Inside Sales Team manager at the company, “Revenue.io is like having training wheels for staying on course and being as efficient as possible.”