Arjun Marella

Lead Account Executive, SuperOps

Wingman helps us share the voice of the customer internally

Headquarters
Chennai, India
Industry
Voice of customer
Founded
2020
Company Size
11-50

Headquarters

Chennai, India

Founded

2020

Industry

Software Development

Company Size

11-50

What we do at SuperOps

SuperOps.ai is an early-stage SaaS startup offering a unified PSA-RMM platform for MSPs (Managed Service Providers). We are reshaping the way MSPs approach their everyday work by offering a powerful but easy-to-use core tech stack that is powered by AI and intelligent automation.

The main problem we solve with Wingman

We are an early-stage startup. So when we were in the process of identifying our product-market fit, we wanted to establish a constant chain of communication between the sales team and the product team.

The sales team has daily conversations with prospects, which is something the other teams can’t really do. While our product teams do speak to customers and prospects regularly, it doesn’t happen everyday. That's where Wingman comes in. 

Whatever day or time of day we have our conversations, the product team can go over call recordings on Wingman

We bookmark parts of the calls that we want them to listen to – they can be suggestions, enhancement requests or feature requests. And during a lot of calls, customers share their screen and walk us through how they handle their business today and what they would like to see as enhancements. 

With Wingman, we are able to easily share all such inputs directly with the product team. They hear it from the horse's mouth itself, rather than us having to pass on information and lose things in translation. 

How SuperOps benefitted from Wingman

Before Wingman, we used Otter for a very short time. For Otter to work, we had to upload our Zoom recordings on the platform to get a transcription of the call. But Otter couldn't grab our screen; it could only create a transcription. 

But with Wingman, nothing is lost in translation. The product team can hear the exact conversation that happened, word for word. They can also look at the screens of customers and see what their current workflows look like. And then product managers can work on product features according to the feedback.

Our sales process starts with the sales folks getting on a discovery call with the prospect, the recording of which is shared with our solutions engineers as well. The aim of this initial call is to understand the challenges that the prospect is facing and then guide them to the demo call. 

Once the discovery and demo calls are done, we go in and start tagging our product team on  relevant feedback. And it's not just feedback or suggestions. If the prospects or customers have great things to say about the design or engineering, we make sure to tag the teams internally.

So it works both ways – we keep the channel open for feedback for inputs and also for us to celebrate the good things customers have to say about our product. 

Wingman for onboarding new sales reps

The other key benefit is that new hires can get up to speed quickly by listening to all the saved calls on Wingman. 

We are a small team right now, so we don't onboard sales people every other month. But for users we have onboarded, from sales to pre-sales, we give them access to Wingman as soon as they join so they can start listening to recorded calls. These calls may include demos or really good conversations where customers have absolutely loved speaking to us, or have had great things to say. We’ve categorized all these calls in game tapes, so new hires can access the folders easily.

So, would I recommend Wingman?

If I know a startup that's going through a similar journey and is facing a similar problem where they're not able to communicate effectively between product and sales or sales and presales, I’ll definitely recommend Wingman.

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