Download PDF
Multi-Line Sports & Entertainment Company Sees 31% Increase in Closed-Won Opportunities
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
The Challenge
Madison Square Garden (MSG) was facing challenges in driving sales performance due to inconsistencies and skills gaps among their sales representatives. The top performers were averaging 2-3 meetings per week while the B-players were often getting none. The existing call recording software was cumbersome and time-consuming, making it difficult for managers to find and listen to coachable moments. There was also no visibility into whether or not managers were coaching at all. MSG needed a solution to overcome these challenges and create a coaching culture that would drive sales performance.
About The Customer
Madison Square Garden (MSG) is a multi-line sports and entertainment company based in the United States. It is one of the largest and most well-known entertainment venues in the world, hosting numerous high-profile events and performances each year. MSG is committed to delivering exceptional experiences to its customers and is constantly seeking ways to improve its operations and performance. In this case, MSG was looking to enhance its sales performance by creating consistency and accountability among its teams.
The Solution
MSG integrated ExecVision with DialSource to overcome their challenges. ExecVision helped MSG identify what 'good' calls looked like for their organization by enabling them to listen to their own game film. They created behavior-based scorecards and a skills heat map to visualize where the individual reps were strong and weak. Managers were taught how to effectively coach calls to drive behavior change, including capping the number of skills being coached per session to two. MSG built out call libraries of best practices sourced from their own reps, which helped make the onboarding process easier while creating a positive coaching culture.
Operational Impact
Quantitative Benefit
