RevBoss is a lead generation company on a mission to bring happiness, accountability and transparency to the B2B sales process. We power 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.
The main problem we solve with Wingman
We are a high growth company – we've gone from 10 employees to almost 60 in two and a half years, which in itself creates new challenges every day. One of the main challenges is the way that the core team at RevBoss is built – we have teams of account managers (AMs) that are overseen by a team lead. We used to only have two of those teams but now we have five. Every team lead has between four and six AMs reporting to them and each of those AMs have up to 10 clients that they meet with either weekly or biweekly.
The main responsibility of our team leads is to help the AMs with their clients, both in management, strategy and renewals. 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.
There was a big disconnect between what was actually happening on the calls. So the reason we started to look for a tool like Wingman was to give our company and our 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 are going.
Now the team leads have visibility into 100% calls. They're still building workflows about which calls to join and which calls feel okay to just review, but every week they're joining fewer calls. They know they'll have any insights they need to coach and provide feedback after scanning through calls or listening to clips.
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 Wingman.
Before Wingman, we used Zoom and then we started using their transcripts. But the solution wasn't very user friendly. It took a long time to download transcripts, they weren't super searchable, and didn’t give us any of the insights that Wingman gives us.
How RevBoss has benefited from Wingman
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.
Apart from this, we're always finding ways to use Wingman in other capacities, which is great. And it's not just me heading this as the director or the owner of this platform. Every day, someone on the team is pinging me saying they’ve found a different way to use Wingman today. 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 Sharing clips of calls
We just launched a new product feature. We've been talking to our team about how they should be talking to their clients about it. We have resources written up and we've talked about it on team calls, but I've gone in and pulled clips of AMs actually talking to their clients about the new features and shared those clips with the team.
#2 Wingman as a tool for new hires
When a new hire is onboarded, part of their process now is watching three to five calls a week of AMs just to start to understand how we talk about ourselves, and how AMs should structure their calls.
#3 Wingman for client handoffs and client onboarding
When a client goes from a closed deal to being passed off to the CS team, some teams have started reviewing the Wingman calls to get background information on that client. The sales team has a handoff call with us to help us understand the client, their background and what they're looking for. But now, the process is much more streamlined because we have visibility into the conversations.
We use Wingman to go and review those calls ourselves and get a holistic view on what expectations were talked about and what kind of success this client was looking for when they signed on with us. This helps us approach the relationship in the best way.
The onboarding time hasn't been affected timeline wise, but our onboarding timeline is actually pretty condensed. Wingman just makes the process a little more seamless. So I think it's not necessarily time saving there, but we've gained a lot of value from Wingman when it comes to onboarding clients.
#4 Wingman for copywriters
A third use case is for the copywriters on our team who write messaging for our clients. Our AMs own conversations with our clients and often they'd relay information to the copywriters that then influences the writing. But now they can just clip pieces of calls on Wingman so our copywriters can hear exactly what the clients say. Now there's a better connection between our copywriters and AMs. The former directly hear the context that’ll influence the messaging rather than the account manager trying to decipher it and write it in their own way. So that's been super helpful.
#5 Wingman for performance reviews
I think the next biggest benefit, and it's been a gap that we've been trying to fill, is the actual data that we can track for AMs, specifically around scorecards of calls. We just started doing internal formal performance reviews and I see scorecards playing a key role in those quarterly performance reviews. A big aspect of our AMs’ job is how they present during client calls and the way they handle certain situations and client relationships.
So if we're able to really track data – areas that they're doing really well in, areas that they need improvement in and seeing a trend over time – that'll directly influence part of our performance reviews hopefully by next quarter.
Wingman helps us see the red flags
We're hyper vigilant of red flags today. We have seen more and more clients bring up that they're looking at all their marketing spend and trying to eliminate certain channels. So now more than ever, our team is very focused on making sure that we're providing as much value as we can to our clients so it's less of a question of whether to keep us running or not.
Our team leads are prioritizing watching certain calls to have a better pulse with some clients. For example, calls with clients who have upcoming renewals or if an AM mentions that they don't feel totally great about a particular account.
From a CS team standpoint, we pull a lot of data on how long clients are with us before they churn, what category those clients are in, and whether there’s a category that churns more and faster than the others.
Once a client churns, we have a formal review and deep dive and try to identify where the revenue leak happened. But if there's a way we could use Wingman to get ahead of that, I could see that being very valuable. And I think we are doing pieces of it by identifying the red flag language and being super aware when clients are expressing that they're not completely satisfied or things aren't going well. That visibility is definitely helping us.
So, would I recommend Wingman?
A 100 percent yes!
Wingman lets you see everything that's not easy to see. From being able to quickly scan through transcripts and the transcripts being available immediately to pulling out the highlights so you don't have to scan through every question, everything is very simple. On the whole, Wingman is very effective and user friendly.