Driving Efficiency Across the Board at Trader Interactive
Trader Interactive provides marketing services and technology solutions to customers across seven verticals. Their customer support team was bogged down with associating support requests with the appropriate cases in Salesforce, and they needed a solution to streamline their work. Now, the customer support team enjoys Gmail integration with Salesforce, and the sales team takes advantage of multi-step campaigns, email tracking, and much more. Overall, they’ve been able to work more efficiently and provide better value to their customers. Let’s check out their story.
Nearly 15% of the workday saved on data entry
20% increase in opportunities
More total revenue per quarter
Hundreds of support cases streamlined each day
Trader Interactive is the leading provider of digital offerings including online advertising and marketing services products serving the powersports, recreational vehicle, commercial truck and equipment segments. Some of their brands include CycleTrader.com, RVTrader.com, RV Web Services, Commercial Web Services, CommercialTruckTrader.com and EquipmentTrader.com.
The customer support team receives hundreds of support cases each day. The team was overwhelmed, and spent far too much time making sure emails were assigned to the correct cases in Salesforce. They needed a solution that would integrate their email with Salesforce and let them focus on what matters most: making their customers happy. With Groove, they were able to easily sync incoming emails to the right open cases in Salesforce and finally get a handle on their inboxes — all without leaving their Gmail.
“They save hours per day previously spent trying to detangle some of the case dissociation that was going on.”
Once the support team was sold on Groove, it was the sales team’s turn to test it out. They had been using another product, but the email integration feature was clunky and logging notes was difficult. Given the complexity and scale of sales ops at Trader Interactive, it was critical that they find a tool that was “dirt simple” for their many users — an intuitive platform and easy training were at the top of their must-have list. According to Bridgett, the reps absolutely loved Groove as soon as they tried it. She noted that their onboarding experience was exceptional: A member of the Groove team took the reins and lead a training, making sure every question was answered. The Trader Interactive team has a recording of the training that they continue to use for new hires.
“My training experience was very smooth. And from an admin perspective, I didn’t have to do a lot, so that was nice.”
Trader Interactive initially needed a solution to integrate Gmail and Salesforce, but the team soon became hooked on Flow, a tool within Groove that allows users to design their own multi-step campaigns. Bridgett noted that some of their top reps are exceptionally good at explaining their brand, so the ability to share Flows with newer team members has been a great way to get new reps up and running faster.
Beyond email and calendar integration and Flow, the sales team at Trader Interactive benefits from the meeting scheduler, email templates, email tracking, and Groove Dialer. Bridgett added that email tracking has been a huge timesaver, since reps are able to take action right when a prospect opens their email.
The team has seen particular success with the local presence feature in Groove Dialer, which displays the same area code as the person you’re calling. Many of Trader Interactive’s customers are in smaller areas in the middle of the United States.
“I had called the same prospect 44 times over a 3-year span only to be sent to his voicemail. On my next 3 calls using local presence, I spoke to him every time.”
Trader Interactive’s sales team has had several instances just like Kurt’s: As soon as they started using the Dialer with the local presence feature enabled, they were able to get their prospect on the phone right away. Success!
“In my first 3 months using the local presence feature, I contracted an additional $10,095 in revenue.”
Automatic data entry in Salesforce across teams
More opportunities and more revenue generated
Improved connection rates with local presence calls
Better support case management
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