ALL CUSTOMERS
Louise O’Leary
Senior Sales Manager, Intercom
Max Klimmek
Customer Success Manager, Intercom
Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon, and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale. Intercom partnered with Dooly to optimize the processes of their Customer Success and Enterprise Sales teams.
INDUSTRY
Software & Tech
HEADQUARTERS
San Francisco, USA
COMPANY SIZE
501 – 1,000
WEBSITE
Intercom’s Sales Enablement team was in dire need for a tool that allowed them to capture customer conversations, sync them directly to Salesforce, and action them appropriately.
Their CSMs felt overwhelmed by the unrelated tasks that were weighing on them every day.
“I wanted to minimize the administrative process associated with my job,” says Louise O’Leary, Senior Sales Manager at Intercom. “Getting rid of the repetitive administrative work would free me up for conversations surrounding upsells, renewals, and expansion opportunities — those are ultimately the conversations that help me achieve my job.”
They had tried a few tools in the past, but none of the solutions provided an experience that made them feel comfortable using them.
For a team of 550+, powering more than 500M conversations every month, it was evident Intercom needed one powerful tool that did it all.
“I was switching between using Evernote, notes on my Mac, and just your standard notepad — I didn’t want to continue doing that,” says Isabel Ruiz, Relationship Manager at Intercom.
Dooly offered a seamless and hassle-free experience for Intercom’s Customer Success team to sync their notes to Salesforce, save time, and have more effective meetings with clients.
While the Intercom team loved the notes feature and calendar integration within Dooly, it was the ability to create customized Templates that made the product a no-brainer for them.
Dooly reduced the amount of clicks to complete tasks — it doesn’t seem like an impressive feat to reduce something that takes 10 seconds into a single click — but when you’re using a product all day, it matters — it saves a ton of time in the end, which reduced time spent on admin tasks overall.
Intercom’s Enterprise Account Executives also used this feature to save 50% of the time spent on Salesforce.
“Dooly is a better way to manage client interactions. It allows you to spend more time with customers and less time interfacing with a CRM,” says William Holden, a Sales Manager at Intercom.
Intercom originally introduced Dooly to their teams as a means to minimize the time they spent carrying out tedious administrative tasks, but the impact has been seen across the board.
“Dooly makes everyone’s life easier. You’ve helped me spend less time in Salesforce equating in my time being spent doing something more productive than CRM updates. It’s clear Dooly has had a positive impact on our revenue and growth — saving time equals saving money!” says Max Klimmek, Customer Success Manager at Intercom.
Overall, Dooly saves every rep more than three hours per week and has reduce the time spent in Salesforce by 50%.
Max Klimmek
Customer Success Manager, Intercom
reduction in time spent in Salesforce.
saved per week, per sales rep.
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