electro.cars have been a long-term friend of ours. They're a company that runs electric charging stations for EVs and accounts for about 40% of the market. They operate electric filling stations, develop software for cars and stations, and design and build infrastructure.
Like everyone else, they have a sales team. But how do you manage them? Well, there are some well-established specialists. How to manage it? Well-known methods like analytics within the CRM (customer relationship management), planning meetings, and customer surveys. Listening to calls. Listening is also a great way to get an idea of what customers want and how to answer their questions.
But what if the sales manager doesn't understand what the customer wants? Or what if they lose a potential client because of their own workload? That's where it gets tricky. In a physical office, the sales manager, who can just sit next to their team and hear what's happening. But what about when they're working remotely? Then all they can do is put on headphones and listen to random calls.
"Previously, we had to listen to hundreds of calls from our managers. To optimize the process a little, we removed some of the features from senior positions. Managers themselves sent calls they considered good or bad, but it still took us about six to eight hours per week," says Timur Venetsianov, the development director at electro.cars.
The guys helped us think about how we could use of our mymeet.ai tool in different ways:
to keep an eye on sales managers' work;
improve the quality of tech support;
automate reporting;
save management some time.
The solution was implemented as an amoCRM widget, which is available to all employees using amoCRM. Calls coming through telephony systems (Telfin, Mango, UIS) are automatically processed by mymeet.ai according to different rules for different stages of the funnel. A transcription of the call and a summary are displayed in the transaction card.
Problems before using the widget.
The is that it takes up a lot of time that senior staff's time. The sales manager should be leading, not micromanaging. It's not possible for them to listen to every single call from each and every single manager.
The team tried to streamline the process a bit. Basically, managers picked two calls each week – one good and one bad, based on their own feelings. They recorded the info and indicated the details about the calls, and the sales boss listened to them at a specific time. Then he randomly picked two or three more calls from each manager's list. Then, and had a 30 minute one-on-one with that manager. It took about 40 mins for each manager to prepare for that 30-minute session min session (and there are more than one).
"We had to spend a lot of time listening to calls and preparing for meetings with each manager. It's especially painful when you take on a new person: for the first few months, you have to talk one-on-one almost every day. Roughly speaking, at the end of the day you need to listen to all his calls in a good way. And you, as the head of the sales department, at the end of the day, in an accelerated mode, you look through every minute of the manager's day. You probably start feeling strange after two weeks of such a regime," Timur shares.
All this reduces the overall efficiency of work, which directly affects development. Electro.cars saw the problem and realized it, but there was no solution. Then, the solution appeared in the form of mymeet.ai.
Timur came to us and said, "I want to see a transcription of every call from every manager in our CRM. And I want this button added to it. The blue button. Is there no widget in Amo? Well, make it happen." So, we did.
1. Monitoring the performance of sales managers
Implemented mymeet.ai in amo: reading text is much easier and faster than listening to calls. Preparing for personal meetings with managers in the head of sales department began to take 10 minutes instead of 40. And now it takes about 30 minutes a day to monitor the work of the sales department: it's enough to spend three times a day reading the calls of several managers and adjusting something if necessary. According to the head of the sales department, he now manages to deal with strategic tasks that he previously didn't have enough time for.
By the way, the process of "intercepting" leads between managers has accelerated. Now one sales manager can transfer a deal to another in a minute. The entire communication history is recorded in amo's transaction card, laid out in a convenient view with a summary and the main vector of communication with the client. In a minute, it's clear who promised what to whom and on what terms they stopped.
Time saved: 5 hours per week.
2. Recording technical support calls
electro.cars has its own technical support team for stations where people work around the clock. The technical team collects monthly reports from stations: it is necessary to understand which areas have the most issues, which operator has the most electric charging stations, and what problems arise.
The head of the tech team does a lot of different things. Sometimes, they answer calls themselves. They also check the quality of the support we're providing, and if there are any unforeseen issues, they try to understand the whole chain of events that led to the problem.
"Technical support calls must be handled automatically. We are willing to pay any amount, as the psychological well-being of the technical support head is more important to us," Timur says, laughing as he sets the task.
To summarize, all technical support calls are now recorded and transcribed automatically. The analysis of these calls is crucial not only for internal use by employees but also for customer reporting, which is critical to the success of the company.
It is easy to find information in the transcription. mymeet.ai organizes it, adding timecodes and dividing it into chapters and speakers. You don't need to compare who said what - everything is clear in the file. To make it easier to use, you can rename speakers, and all downloaded versions of the recording will also reflect this change.
Time saved: 10 hours per week.
3. Automation of reporting
Transcription helps in creating reports, both for internal purposes and for meetings with clients. Managers (both sales and project managers) used to write letters following meetings, but with the introduction of mymeet, a PDF file with a complete text transcription of the conversation or meeting is now attached to the email.
"We try to write a brief follow-up on our own (we still need human intervention here), and attach the PDF with transcription. By the way, if you want to laugh, every second person who receives such a report enthusiastically asks us how we do it," says Timur.
The process of planning meetings has gotten a little more complicated (you have to spend another 30 seconds uploading a PDF), but it significantly improves transparency in communication with clients and partners. You hardly ever hear the phrase "I didn't mean that" in those situations.
The main purpose of mymeet.ai's external communications feature is to cut down on email floods and speed up conversations. Instead of scheduling another meeting to talk about something we've already discussed, a team member can just re-read relevant parts of the previous discussion.
We also use transcription internally to prevent misunderstandings between team members.
"One of the team members starts to remember an old saying and the story begins with "we didn't do this, we weren't asked for this." Here is a recording of a meeting where someone talked about everything with their mouth; I don't need that here: everything is documented, everything is recorded. I have a great friend and colleague who introduced a rule in his company: "anything that isn't documented in text didn't happen." I think you should definitely get to know him," Timur says.
Time saved: 10 hours per month on structuring internal communication.
4. Saving management time
The company is saving a total of 15 hours each week for the heads of sales and tech support by using mymeet.ai to analyze calls. That's because management can randomly select calls for review without having to listen to every single conversation.
"Now, we can quickly review any call by reading the transcript. This allows us to quickly identify issues and improve the quality of our work, which is essential for us," notes Timur.
With mymeet.ai (which includes the widget in amoCRM), you can try it for free. After signing up on mymeet.ai, we give out 180 minutes for free to process calls. That's usually enough to test the performance on a sample of 5-10 calls or 3-4 meetings.
So we were all very happy to talk. Suggestions and comments can be sent to hello@mymeet.ai or on Telegram @ilyaberdysh.
