Increasing Revenue Growth from 20% YOY to 100% YOY: How Our AI Dialer Stands Out in a Competitive Market

so let's get started so we had a old platform uh with our Tech where we could not use AI because of a legal compliance limitations and instead we were using a human uh powered way of handling phone calls and this is the characteristics of that platform where we had a few good and many bad one of the good is less

competition when we were selling that platform and we grew to 8 million ARR and the bad is is an it was an expensive platform to buy and slow growth and low retention and smaller Tam in essence we were a big fish in a small pond uh the small pond represents the the smaller target

market we were looking for an opportunity to introduce Ai and about 3 years ago we got that opportunity where the Supreme Court uh you know stepped in and said there is no issue with the legal compliance we use AI with the phone calls so we began introducing AI everywhere in the platform everywhere we had human power we replaced with the AI power and the new platform had these

characteristics the platform started growing uh faster high growth High retention larger T and all driven by the product being very cheap we were able to drop the price by 80% and because of that we were kind of growing pretty fast and the only bad we found was more competition in essence we were a small fish in a large Lake the

large lake represents the larger T but surrounded by more competition which is primarily due to the larger Lake we are dealing with and then we wanted to kind of sustain this growth rate and sustaining growth rate at a very high rate for a longer period of time is always challenging and the rest of the presentation I'm going to focus on what levs we pull to sustain that growth rate so I have

uh shown here at 2.5 million how our old platform was growing it was growing only 19% and uh at the exact same Revenue the new platform 2.5 million it was growing at 125% and we knew early on this kind of growth rate is very difficult to maintain and then we had to look for levers to pull and one of the things we

quickly found is our older platform was growing not growing our win rate in the older platform was something like 50% the new platform is only 30% so the obvious choice is if you can fix that issue increase the wind rate to uh from increase EV rate from 30% to 50% we can continue to sustain the growth rate so that's what we ended up doing so I'm going to show you how we ended up

increasing the win rate

so first we uh looked at how do we identify a gap so we use the traditional Playbook we talk to stakeholders we listen to them customers as well as employees and we collected all their feedback understood the Gap and began implementing uh you know whatever we got to do to address the Gap and then we realized quickly that was not good

enough to increase our win rate so we ended up catching up and not really catching up in our functionality but not entirely addressing the problem we wanted to address then we ended up rediscovering our own strength what did we do in the past from our historical experience and then ended up focusing on efficiency and Effectiveness uh with our platform it's all about efficiency and Effectiveness if you think about your

platform efficiency and Effectiveness might be relevant maybe something else is relevant in your platform and we finally executed on all the improvements we wanted to make that led to we solving the problem so to give you the context what do we do um a typical sales rep has anywhere from 1 to three conversations all day and when a rep uses r platform

the rep can have 8 to 12 conversations within the hour if you do the math that's equivalent to 3 days worth of productivity in just one hour all that is possible because of ai ai makes the call AI can figure out whether it's a live human being picked up the call versus an answering machine or some other type of machine and then connects only live calls to the rep and then it

starts taking notes and summarizes the call for the rep and so forth and also we have uh virtual sales flow this functionality allows reps to talk to each other they collaborate with each other and sales managers can listen to their reps and Coach them and also reps can uh bring energy together right when they are trying to do the

prospecting work which is a which is challenging a task by itself you have to keep your troops motivated all that is managed through this platform so first you know going back to uh how did we find the Gap we uh listen to the stakeholder input and then we were beginning to address the gaps we were supposed to address and then before even the gaps were fully addressed we want to make sure the gaps we captured

are the right kind of gaps and did we really understand what the gaps are so we want to validate everything with our stakeholders we went back to the stakeholders and we validated while we are making the changes that we were supposed to make and then uh finally we realized addressing the Gap is just going to help us to catch up in our feature Gap and uh that's not going to

move the needle and obviously it slightly increases our win rate but not to the point of boosting the win rate from 30% to 50 to something like 50% which we are looking for so at at the end of uh that process uh we ended up finding ourselves that changing our UI uh to a better UI and changing our analytics module to a better uh analytics engine and then also

introducing a new version of virtual sales flow for for collaboration and so forth and and that's not enough to increase our win rate so we ended up uh going back to the drawing board and kept asking the question hey we had been very successful before in the first 8 years of the company when we were selling the old platform our wi rate stayed around 50% and we wanted to find out why we

were able to see 50% why it is 30% now that led to we uh learning that we were really good in focusing on efficiency and Effectiveness so those two things are very important uh in our platform where efficiency is measured by number of people answer the phone when you make phone calls when the sales rep has limited time something like 1 hour within the hour they need to talk to a

lot of people and then instead of talking to four people if they can talk to six instead of eight if they can talk to 10 all that makes a huge difference so that's what efficiency is all about use less resources which is the sales strip's time to bring more outcome and Effectiveness when you use a a platform like this you have to hand over the call really really fast because it's a realtime system when you make a phone call you're dealing

with a real life phone call it's not like email you can uh you know wait for you know 3 seconds to process the email and so forth so we started focusing on these two that led to where we need to go so how do we uh keep the latency really really small okay latency is called DeLay So in our system AI has to

make the call and AI takes some time to make the decision it is a live human being versus an answering machine and that time has to be kept to a minimum and as you try to squeeze that time AI cannot be highly accurate in our business you got to make sure the system is 100% of the time correct when a live human being is answering the phone if the accuracy goes down then the system

is not going to work the system is going to think life human being is a machine and is going to drop the call so we need to make sure the system is having high accuracy which is 100% we a human and then at the same same time we wanted to reduce this time to a minimum so we got that done and then also if you look at the third component which is uh user reaction DeLay So once a call is uh connected to the user user may be

getting distracted they are busy in doing something else the call is connected there's a beep in their ear set so you got to figure out a way they keep their reaction time to a minimum number so that's done primarily through through training coaching we use Tech to alert them and so forth and those two things became under control and there's a middle component which is what I call Hand of delay okay AI made the decision

is aive human being now is going to hand over the call and that hand over itself can take time in a system so we wanted to reduce that to close to zero so how did we do it we had an incredible past building tech for many many years in our older platform and that platform made 100 plus million calls we had many million

conversations in our platform so we learned that if you can build a phone tech on our own that's what we did in the first8 years and we refine that tag and you can take that tag put next to AI okay this same environment which is very different from what others do typically when they build a system like this they go and build

thei and a connects with a phone system which is hosted by another provider like 12o wage and there are other other providers since that connectivity is going through internet there's always a latency okay one network is talking to another Network in our business every millisec second matters we are dealing with the live calls so since we use a

different approach based on our past history and the tech we built for many years we are able to bring down that hand of delay to minimum close to zero our system on an average is about 25 milliseconds which is 40 times smaller than a second that's all it takes when these two systems decide hey here's a call take something like that so that became under control that led to the

sales stps feeling that hey there's no latency in the system they you know they experience that way and that way sales STS adapt the product they can enjoy the product productivity comes out so next we had to go and look at how do we help more people more prospects pick up our phone calls and I'm sure we all saw scin scam likely spam likely fraud

likely whenever you see calls even I came after coming to the conference I got so many scam likely calls I kept looking at you know still it's not stopping and which is a chronic problem in our industry and when you make a B2B calls you have to make sure absolutely that's not happening and we looked at that problem and we kept working 100 for a couple of years and uh we came up with a fivepoint system what I listed there

which is first we select the right caller ID if you are making a call to a prospect in Boston you better show Boston caller ID not San Francisco caller ID and that's what we call automated local presence and then we manage how many calls are made by the rep on a given day if if that call volume goes up it'll be very difficult to uh you know manage the

you know spam likely issue you know coming or not coming so the more calls they make the more chances the spam likely scam likely will happen we take control of that and also we manage the color AD Health by signaling our phone tech properly you know how when we make the call when we how we end the call and so forth and even after doing all that it's all in our control what I call

Proactive controls we have reactively we got to go and manage this once again because even we do all these things somebody else might be copying this phone number using in their system right we don't have control over somebody is taking this phone number using the same thing that leads to the exact same phone number going bad so we got to make sure that we are understanding such a thing is happening we use real mobile devices to see across different networks how

it's appearing okay and finally if there's a problem we fix it the user does not have to do anything all they have to do is sign up and use the system so through that uh we uh came up with the design you know how we going to focus on efficiency and Effectiveness and finally we began implementing so when uh implementing the system we had to make sure whatever we are implementing is all tangible to the user if it's not tangible doesn't exist for

them right we can say oh we did all these things right but they don't see it so we wanted to make sure everything's visible tangible to users and also it's tangible to buyers when they buy our system they should understand Roi should be readily available and also we we had to educate you know whatever changes we made in our platform so that we can show it's a unique system in the market so this is one of the things we did with

respect to caller ad our approach is what do you see what do you get if if you uh don't see it here it doesn't exist every caller ID in our system uh you can just click the user immediately sees what happened to the callor Ed today and is it flagged a Spam likely anywhere across any of these networks right there are three major Telecom networks and uh also we show to the user how these callar ads are mapped every

single area code so that you know at the end when uh a call is made to a prospect you know which caller ID the system is going to show that's also very tangible and when it comes to Roi um we want to once again make sure that Roi is easily understandable for the buyer and uh like I said earlier in our system it's all about efficiency more people answer the phone it's very important so

that in what that means is we impacted the number of calls we connect which is you know 6% versus 4% typically happens with other systems so that drives the entire funnel what you see below and from there you can calculate how many conversations how many deals you identify how many deals you close in a month and your Revenue per month that also jumps up all it takes is that one number getting changed typically we see a 50% jump in our

system and this what we discussed in the last few minutes that how we identify by the Gap how we executed based on our focus and strength efficiency and Effectiveness led to we addressing our wind rate problem increase the wind rate to 50% that led to higher growth being sustained that's our story we were a big fish in a small pond and then we found ourselves in a larger

Lake as a small fish then we rediscovered our strength to focus on efficiency and Effectiveness and that led to we addressing our win rate going to 50% that addressing our growth rate being sustained thank you [Applause]