Case Study

Clari Copilot gave Holistics visibility into what was a black box

Holistics believes that data analytics should not live in silos across different teams with different skill sets and different ways used to transform or manipulate it. That’s why they connect data and business teams together and make data work for you!

They offer both experiences in the same platform: an SQL-friendly interface for data analysts and a self-service experience for non-technical users.


Challenge: Low visibility into sales calls

Before Clari Copilot, Holistics was using Otter and Zoom. Otter didn't support Google Meet at that point of time, so they had to download the recordings from Zoom into a central repository on their Google Drive.

The manual process was tedious and had five steps—Vincent Woon, CEO and Co-founder of Holistics, needed to remind the team to download the recordings, upload them to Otter, and then they had to create a Notion note. On Notion, they were adding the Otter recording link, including some highlights of the transcript, and uploading a PDF of the Google Drive links. Sure does sound complicated!

Vincent: The entire process was very manual and restrictive. And I wanted visibility on what my team members were doing. Sometimes they’d forget to record the meetings, which was quite frustrating. Sales reviews became problematic as sales calls were a black box for me.

This is what led Vincent to find a solution in the conversation intelligence space. He needed a tool to make it easy for him to access call recording transcripts instead of manually doing that five-step process.

Solution: Clari Copilot reduced instances of miscommunication

Holistics’ sales process starts with a pre-call, right after which Vincent gets on a 1:1 review call with his team. The sales team then shares some challenges and objections from the prospect with Vincent and the product team. After this, the team trains the reps to ask prospects to elaborate on their problems.

“With Clari Copilot, there’s a sense of confidence that the exchange is recorded and there’s no chance of having a distorted relay if you pass a message. It’s not going to be miscommunicated in any way, especially considering that our target market is technical and the sales rep may or may not be technically sound,” shares Vincent.

Apart from this, there are four major benefits of Clari Copilot for Holistics:

#1 They get visibility into what was a black box before.

The black box was because of the admin overhead of enforcement which was why Holistics couldn’t pierce into the black box.

Reviewing sales calls on Clari Copilot was initially a humbling experience for Vincent—he noticed that some of his sales reps were misrepresenting the company and giving their prospects wrong information. That led him to work on their sales improvement schemes for a few months.

Clari Copilot helped Vincent discover that there were problems that could lead to revenue leak and alerted him to the fact that the sales team was less than sufficient.

“Reviewing calls on Clari Copilot also allows me to hear from the customer—I get a sense of their feelings and see what's working and what's not,” says Vincent.

#2 They collaborate better with other revenue-critical teams

Holistics has many teams who don't get on calls with prospects or customers and just want to understand what is happening. So, being able to freely share the recordings with observers without any commercial restrictions helps them a lot. Their product team, for example, can compound use cases and evidence to prioritize iterations by listening to what’s actually being said about the product.

Similarly, their marketing team also gets on win review calls to listen to the voice of the customers—what exactly does the customer say, how do they describe the pain points, etc.

#3 They have more focused 1:1s

Vincent is able to solve problems faster for his sales reps, uncover obstacles quickly and go over them with reps.

“In the past when reps came to me with the customer status, I would have to get on calls along with the reps to watch customer behavior—look at how they figure out the overall context from beginning to end—because the rep may or may not be experienced,” explains Vincent.

Clari Copilot gave him insights to address such issues quickly, get to the crux easily, and saved the team time spent on note taking.

#4 They can share calls link with customers—and get “views” intel

“Having the alert that lets us know whether or not the customer has viewed the recording is helpful. The customer can also share that recording with their own team, which saves us from sending them a heavy file. So special kudos to your team for thinking about this,” says Vincent

“I think we have a lot more creativity to save more time. The primary benefit of Clari Copilot is that things get done and things get recorded without me enforcing it.”

Vincent Woon
CEO and Co-founder at Holistics

Results: Troubleshooting problems easily

For Vincent, the key benefit of Clari Copilot is that he can troubleshoot and empathize better with their customers and their objections.

“If you think about the grand scheme of things, manual processes don't take a lot of time. It's normally the mental effort, the friction which leads people to abandon such tasks. And as a manager, you get tired and you just forget it,” shares Vincent.

But having the call notes whenever Vincent needs to see and having the ability to troubleshoot without even talking to the rep is really helpful for him.

He signs off: “Thanks to your team for coming up with this tool. Clari Copilot makes it really easy for the company to get a single view of the customer. Without it, I’d just be waiting around for sales reps to talk to me and give me the full picture.”

Ready to take control
of your revenue?

See Copilot in action