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How Gong Became Diligent’s MVP by Increasing Close Rates by 7.4%
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Software
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Software Design & Engineering Services
The Challenge
Diligent, a pioneer in modern governance, was in need of a sales enablement solution to aid its sales representatives in skills development and reinforcement. The company was seeking a tool that could provide powerful insights to infuse knowledge in coaching conversations, ultimately reinforcing the skills of the sellers. Aisha Wallace-Wyche, the Vice President of Global Training and Enablement at Diligent, was tasked with ensuring the commercial teams were equipped with the tools to succeed in their roles. She was responsible for designing and implementing programs based on understanding market dynamics, customer needs, competitive positioning, and product features/benefits. She also oversaw Diligent’s sales enablement tech stack. In the Spring of 2018, Aisha began exploring sales enablement solutions that could help her reps with “skills development and reinforcement.”
About The Customer
Diligent is a company that specializes in modern governance, empowering leaders to turn governance into a competitive advantage through unparalleled insight and highly secure, integrated SaaS applications. The company helps organizations thrive and endure in today’s complex, global landscape. Diligent is headquartered in New York, NY, and was founded in 2001. The company has over 1000 employees and operates in the computer software industry. The company's commercial teams are armed with the tools to succeed in their role — to meet or exceed their quotas and targets. The company's sales, marketing, customer success, and product teams all use Gong, the Revenue Intelligence platform, to improve their performance and productivity.
The Solution
Diligent decided to implement Gong, a Revenue Intelligence platform, as their sales enablement solution. Gong quickly became more than a solution; it turned into a Diligent team member. Gong was rolled out in systematic phases to the rest of its commercial teams. Each team operates somewhat independently, so Aisha had to resell Gong’s benefits and value every time, almost as if a new mini-implementation was required for each commercial team. Gong has become a KPI within the product management team. The leaders in that team require their product managers (PMs) to listen to a certain number of Gong calls per month or per quarter. This way, they can hear straight from the prospect or customers. PMs learn how others talk about the product and share the features they feel are the most important. Gong serves as a considerable part of the onboarding process — not just for new sellers but actually across the entire organization.
Operational Impact
Quantitative Benefit
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