Case Study

Clari Copilot helps RevBoss prevent revenue leak by identifying red flag language

RevBoss is a lead generation company that powers full-service lead generation campaigns for hundreds of clients around the world across a wide range of industries, including SaaS companies, marketing agencies and business services providers. It has been growing fast, going from 10 employees to almost 60 in two and a half years. However, this growth has not been without its challenges. 


Challenge: A lack of time and visibility

“The main responsibility of our team leads is to help the account managers (AMs) with their clients, both in management, strategy and renewals,” says Kayla McEvoy, Director of Client Success at RevBoss. “But the issue team leads started facing as we were getting bigger was getting visibility into their teams’ client calls. They didn’t have as much availability to join calls. And if they didn't join their AMs’ calls, they had absolutely no visibility into the conversations that their AMs were having or the objections that their clients were bringing up.”

Because of this disconnect RevBoss started to look for a tool like Clari Copilot. The objective was to give the company and managers visibility into these calls. Another reason was to give team leads the time to manage versus just sitting in on 30-minute call after call as the only means of having a pulse on how client relationships were going.

“We've built out a ton of different use cases now, but time management and visibility were the two main reasons why we went and searched for a tool like Clari Copilot.”

Initially Revboss used Zoom and its transcripts. But they felt the solution wasn't very user friendly. It took a long time to download transcripts, they weren't super searchable, and didn’t give any insights into the conversations.

Which was when they discovered Clari Copilot.

Solution: From “no visibility” to “crystal clarity”

Switching to Clari Copilot immediately helped team leads handle the core issues of time and visibility.

The comments and feedback features have been great both in terms of us coaching our managers regarding where they should be coaching their AMs and the managers having time to get off their AMs’ client calls and just pop in and give feedback every day or every couple of days.”

But the benefits go far beyond what the team had hoped for. Kayla says that they are always finding ways to use Clari Copilot in other capacities. Every day, she says, someone on the team mentions that they’ve found a different way to use Clari Copilot.

“Our team is really onboard with the tool, which I think is really important for its usability.”

Some specific use cases that have evolved include:

#1 For sharing clips of calls

Kayla gave us an example of how, after launching a new product feature, they shared clips of AMs actually talking to their clients about the new features. This has helped train the rest of the team on how they should be talking to their clients about it.

#2 As a tool for new hires

When a new hire is onboarded, they watch three to five calls a week of AMs to understand how RevBoss talks about itself, and how AMs should structure their calls.

#3 For client handoffs and client onboarding

Before a client is onboarded, the customer success (CS) teams review the Clari Copilot calls to get background information on that client. While the sales team has a handoff call, the process is much more streamlined because of the extra visibility into the conversations. They get a holistic view of what expectations were set and what kind of success this client was looking for when they signed on. This helps them approach the relationship in the best possible way.

#4 For crafting customer messaging

The copywriters who create messaging for clients have also benefited from having the voice of the customer on demand. Before Clari Copilot, AMs would own conversations with clients and relay that to copywriters. But now they can just clip pieces of calls on Clari Copilot so copywriters can hear exactly what clients say. Naturally, this leaves far less room for mistakes as copywriters have the full context of the conversation.

#5 For performance reviews

Call scorecards (which come with Clari Copilot) play a key role in quarterly performance reviews, says Kayla. She mentions how a big aspect of the AMs’ job is how they present during client calls and the way they handle certain situations and client relationships. With call scorecards, leaders can see areas where the AMs are doing well and where they need improvement.

“I had evaluated a lot of tools but Clari Copilot had all the features that we needed to solve the problems for our CS team.”

Kayla McEvoy
Director of Client Success at RevBoss

Results: Preventing revenue leak by spotting red flags

“We’ve set up topics on Clari Copilot that alert team leads about yellow flag and red flag language. So the team leads focus more on reviewing those conversations immediately.”

With companies looking closely at marketing spend, having Clari Copilot has allowed RevBoss to keep a very close eye on every sales conversation and track any “red flag” language. Doubly so for clients who have upcoming renewals or if an AM mentions that they don't feel great about a particular account. This helps the team stay focused on making sure that they’re providing as much value as they can to clients so it's less of a question of whether they want to continue or not.

Ultimately, Kayla says that Clari Copilot lets them see everything that's not easy to see. From being able to quickly scan through transcripts that are available immediately after the call, to pulling out highlights so leaders don't have to scan through every question, the user-friendliness and speed of Clari Copilot has helped RevBoss streamline their revenue pipeline in multiple ways. Which is why Kayla chose Clari Copilot in the first place.

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