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Research, Recommendations, & Reality: How Gong Helped Mintel Increase Win Rates by 34%
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Real-Time Location System (RTLS)
- Remote Collaboration
Services
- Data Science Services
- System Integration
The Challenge
Mintel, a global leader in market research, was facing a challenge in improving their efficiency. With a large portfolio of over 6,000 clients worldwide, it was difficult for them to detect patterns in calls, which delayed improvements to customer service processes. They needed a single tool that could provide guidance based on data from feedback in client calls. The company was also struggling with getting internal teams up to speed with new initiatives, which often resulted in lost or stalled deals. The lack of a tool to review calls meant that the knowledge gap was not being closed quickly enough.
About The Customer
Mintel is a global leader in market research with over 50 years of experience in understanding what consumers want and why. The company has a large portfolio of more than 6,000 clients worldwide. Mintel's go-to-market teams are data-driven and are always looking for ways to improve their effectiveness with customers. The company works with clients across many industries and often rolls out new initiatives. However, getting internal teams up to speed with these initiatives can consume valuable time, resulting in lost or stalled deals. Mintel's sales and client success teams were seeking a more efficient and effective way to deliver customer care based on feedback.
The Solution
Mintel adopted Gong, a tool that surfaces numbers that help them succeed by improving their internal and client-facing processes. Gong helped Mintel create a culture of coaching that enables employees to track their own progress and share client feedback with the colleagues who need to hear it most. Gong easily identifies areas for improvement so teams at Mintel can adopt policies that eliminate gaps in client service. The company also conducts pipeline reviews using Gong’s Deal Boards, enabling sales leaders to quickly scan stats and prioritize which deals need help now, based on how sales calls are going. Gong also provides advice to Mintel’s teams regularly and automatically, helping them improve their efficiency and win rate.
Operational Impact
Quantitative Benefit
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