Enlyte Uncovers Hidden Deal Insights with TruVoice

See how a claims management leader transformed skeptical sales reps into data-driven decision-makers.

About Enlyte

Enlyte, a leader in end-to-end claims management solutions, knew something was off with their deal data, but they couldn’t pin down the details.

They found themselves stuck in a feedback loop that was giving them more questions than answers. This is how the company turned that struggle into a treasure trove of game-changing insights.

Key Takeaways

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Enlisted third-party feedback to uncover true buyer insights beyond price objections.
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Transformed skeptical sales reps into insight-hungry advocates through a thoughtful rollout.
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Leveraged custom dashboards and industry-wide data to guide strategic business decisions.

The Challenge

Enlyte had incomplete information when it came to understanding why deals were falling through. As Kathy Townend, Customer Insights Lead at Enlyte, explains:

“We were really having a struggle with getting the feedback from our sales reps. The thing that we were hearing about why a sale wasn’t made was almost always price. We weren’t getting any more detail around it.”

Sure, occasionally a product issue would come up, but Enlyte knew there had to be more to the story. They needed the missing details to refine their product and sales approach.

The Turning Point

Enlyte realized they needed to take a smart, strategic approach to getting buyer feedback: Bring in an outsider to ask the tough questions.

Why? Because buyers are often hesitant to give candid feedback directly to sales reps.

“We wanted to bring in an outside person to ask those questions because we know that we get a better response from our customers when they don’t feel like they’re giving away something on their sales reps,” Kathy explained. “Because no one wants to have their sales reps be the bad guy.”

It was time to find a way to get the real reasons behind deal outcomes without putting their sales force in an awkward position.

Enter TruVoice.

The Solution

With TruVoice, Enlyte got the tools they needed to gather and analyze buyer feedback effectively.

At first, the sales team was understandably cautious. “They started out being very nervous about having this tool in place. They were worried it was going to be weaponized against them,” Kathy recalled.

Enlyte rolled out TruVoice thoughtfully and strategically. And that strategy paid off.

The adoption rate exceeded expectations, with skeptical sales reps quickly becoming enthusiastic users of the platform.

“The adoption rate is one of the things that’s been really surprising and really delightful to us,” Kathy noted. “Our sales reps now want to go in and see how they’re doing and understand what their customers are saying.”

The Results

With TruVoice in their toolkit, Enlyte transformed their approach to understanding buyers more quickly and effectively than they had imagined. Here’s a breakdown of their wins:

  1. Clearer Buyer Insights: No more relying on surface-level feedback. Enlyte got detailed, objective insights directly from their buyers.
  2. Engaged Sales Team: The sales team evolved from cautious participants to eager users of those insights. As Kathy shared, “I think there’s one of our reps that says, ‘I take these audio tapes on walks and listen to what my customers have to say and what my reps’ customers are saying about them.’”
  3. Flexible Customization: Enlyte took full advantage of TruVoice’s adaptability, creating tailored dashboards for different teams. “We can have a dashboard that’s used for our sales folks. We have things that we use for our team. We have ways of presenting it to executives where they get exactly the data that they need out of it,” Kathy explained.
  4. Broader Industry Perspective: Enlyte doesn’t only get individual buyer feedback from TruVoice. They also get annual industry-wide insights that give Enlyte a more comprehensive view. “It’s that kind of combination of data that really makes the impact and is helpful for us,” Kathy noted.

Thanks to their strategic move with TruVoice, Enlyte is now navigating their market with more confidence and better insights. They’re making decisions more quickly and effectively, all backed by unfiltered buyer feedback.

Kathy sums it up perfectly: “The impact of TruVoice on our business has been instrumental in helping us guide the business in different directions.”

Enlyte took a challenging feedback situation and turned it into success story worth sharing. They’ve positioned themselves to make smarter, more informed decisions that benefit both their business and their buyers.

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