How Perch Transformed This Top 3 Broadband Provider’s Sales Execution Without Dashboards
Executive Summary:
This top three broadband provider was missing more than just targets—it was missing insight. With no clear view into why trial conversions were stalling, they struggled to coach agents, fix systemic issues, and scale efficiently.
Once Perch was implemented, that changed.
Perch surfaced real, actionable insights—not more dashboards. The result? An overhaul of sales effectiveness rooted in smarter objection handling, structured follow-ups, and agent coaching—driven by AI, not guesswork.
Client Background:
Initial Challenge:
Challenges:
- Tele-sales teams hindered by data dispersed across various systems, including Hubspot, Microsoft Dynamics, Gong, internal databases and an in-house dialer
- Incomplete customer segmentation leading to ineffective sales strategies
- Internal teams struggled to align the marketing and sales funnels, struggling to seamlessly transition marketing-qualified leads (MQLs) into the sales pipeline.
- Sales leadership unable to understand where their process was falling apart
- No insights into performance by lead source, including contact rate, pipeline management and opportunity conversion
- Unable to track agent performance metrics (e.g., call volume, quality of interactions, talk time) on a tenured and untenured basis
- Lack of proactive alerts left sales leadership always playing catch-up
- Inability to coach agents to act on critical customer behavior cues and more aggressively manage their pipelines
- Potential for improved performance lost due to delayed reactions
The Perch-Driven Transformation
Perch integrated directly into the client’s sales stack and did what dashboards couldn’t:
analyzed every call, drilled into contact cadence and pipeline management, scored agent performance, and spotlighted what mattered.
Key insights Perch delivered:
- 30% of calls went to voicemail without follow-up. Perch flagged this immediately and recommended SMS/email follow-ups and voicemail scripting improvements.
- Calls with no sales interaction were flagged. Perch’s AI identified patterns in timing and engagement drop-offs, suggesting new callback windows and scheduling tools.
- Agents were missing urgency. Perch spotted reps failing to close or handle price objections assertively. Targeted coaching was deployed within days.
- Objection handling was inconsistent. Perch tracked which objections (price, competition, low usage) reps were mishanded—and showed managers exactly where and how to intervene.
Results:
Key Features:
- Combined data from Marketing Automation, CRM, dialer, Voice Analytics, chat, and other sources into a single platform
- Provided comprehensive view of each customer interaction and agent activity on a daily basis
- Enabled visibility intoend-to-end customer journey
- AI agents analyze data to detect variances in KPIs and their root causes
- Enabled proactive problem-solving before issues escalate
- Real-time notifications on high-priority leads and key points in the customer journey
- Ensured agents followed protocol and took immediate action
Lessons Learned
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Why It Worked: Perch, Not BI
This wasn’t about tracking metrics—it was about knowing what to do.
- No dashboards to interpret. Perch delivered daily, AI-generated insights to the client’s managers.
- No data wrangling. All call data was unified and scored.
- No lag. Sales leaders knew within 24 hours where coaching was needed and why.
No more reactive decisions. Sales ops used a daily playbook.
Ready to revolutionize your tele-sales operation?
Schedule a demo with Perch Insights today and discover how our AI-driven platform can boost your sales performance. Contact us at demo@perchinsights.com to get started.