Customer Spotlight: Traliant

Full Transcript

Kevin Au
Alright. I think we are live. So welcome everybody to the latest edition of our customer spotlight webinar.
If you’re new to the series, if you haven’t attended any of these before, this is where we highlight real life LeanData admins, those who are in sales or marketing or revenue operations, and how highlight how they are improving their go to market processes. So the aim and the goal of these is to really build that community around people who use lean data and can share with one another so that we can all uplevel together.
So before we jump in, there are a few housekeeping items I’d like to cover with you all. Today, if you want a copy of the recording, we’ll make that available after today’s session.
So don’t worry about that. You don’t need to ask for it. We will follow-up, and, we’ll make that available to you if you’ve registered for this webinar.
Secondly, if you have a question, please use the q and a box to ask that question. We’ll do our best to sort of address them organically.
But even if we don’t get to your question today, we can always follow-up and reach out to you afterwards to make sure that we address any questions, that have come in that we weren’t able to talk about during the actual session. So, if you haven’t met me yet, my name is Kevin.
I am the head of customer education at LeanData, and I get the opportunity to talk to people who use LeanData, and I get to learn from them as well. And today, we get to welcome Linzy Cote from Traliant.
And, I’ve gotten to know Linzy just over the past, few weeks or so just as she’s shared with me the different things that she’s using lean data for, and excited to share those same things with you. So let’s go ahead and ask Linzy to come on stage.
Linzy Cote
Hi,
Kevin Au
Alright.
Linzy Cote
Kevin.
Kevin Au
And, just can you tell us a little bit about how long you’ve been at Traliant and, what you do there?
Linzy Cote
Sure. So I have been at TriLiant for a little over two years, and I’m the revenue operations manager here.
And so I really handle all of our top of funnel and right through to our customer base operations. So a lot of our tech stack is managed.
I handle all of our routing for direct sales, customer success, account managers, our support team. So I am heavily involved with really all aspects of Trilient.
Kevin Au
Yeah. It sounds like a laundry list of, different responsibilities that you kind of go through you.
Linzy Cote
a bit.
Kevin Au
Yeah. I’m sure a lot of the folks that are on this call, they share that sentiment.
It’s sort of part of the job description to wear many hats and, you know, be involved with many different things, and a lot of things go through folks like yourself. K.
Linzy Cote
Yeah. Absolutely.
Kevin Au
So let’s so let’s go ahead and jump into our agenda just to give you guys a sense of what we’ll be talking about today and sort of the direction that we’ll be taking this. First, we’ll talk about routing every motion and, basically, how you built LeanData orchestration and routing in particular and sort of the foundation for everything that we’re going to build on top of that.
And then we’ll kind of add AI to the mix as far as using some of LeanData’s newer features, like the AI inference node in your graph and incorporating things like AISDR, newer systems that may be outside of LeanData, but you can help to power with LeanData. Then we’ll talk about, scheduling in particular using, LeanData BookIt as an admin owned product.
I know that a lot of you guys are using our scheduling functionality and features, but there are some best practices that, Linzy has learned over time that I think would be beneficial to share. And lastly, just the the nuts and bolts of, you know, how does a single LeanData admin manage and handle all these things?
What are some best practices around that? What what are some things that you’ve learned?
I’m sure, I’m sure there are things that, you can share with our folks here that they would be able to benefit from. So that’s sort of the general direction.
And if we have time, I’d love to hear some additional things that you’re working on and going to roll out soon, but only if we have time to talk about those things.
Linzy Cote
Absolutely.
Kevin Au
Alright. So firstly, let’s talk about routing every motion.
You guys obviously use LeanData, but you’re using data across different motions, across different teams even. So maybe we could start there.
How your current orchestration, how did it what is the genesis of that from when you started your role at Reliance, and then. how has it evolved, up until this point?
Linzy Cote
Yeah. I was really lucky where I actually started at Traliant shortly after we sent our agreement with LeanData. So I have really been in the mix of LeanData from the start.
And so I’ve been able to see where LeanData was, you know, two and a half years ago and where it is now and all of the new features and how it can impact everything. And so we’ve really been able to, you know, start with the main motion that everybody starts with is route your leads.
And so we really went through all of that in determining the best way that we’re able to pivot that quickly with analyzing, does this lead already exist? Is there a matching company existing?
Because the lead data’s fuzzy matching is a lot more superior than a lot of other fuzzy matching, which is really nice. And then understanding, is this a partner account?
Have they talked to support recently? And being able to pivot all of the alert notifications and who it’s gonna be going to based off of all of the different things that are happening within the account.
Because our our framework is pretty elaborate. We have a lot of people that touch accounts.
So everything from SDRs. You know? What are our SDR thresholds?
What’s gonna go to them? What goes to our, you know, enterprise AEs versus our SMB AEs? What’s our ecom?
Like, what’s our level for that, and how is that gonna get routed, and how do we alert for that? And then also, hey.
We’ve got some stuff coming for our customers. We have customer success managers and account managers.
Who should be getting this lead? And so the fact that LeanData is so integrated into every part of our operation, we’re able to really look into what’s our open opportunity, when’s our next renewal, and have they talked to their CSM lately?
Because it’s just so, like I said, integrated into everything. So it allows us to get really, really granular with how everything is going to route.
Kevin Au
Mhmm. How quickly did this, does this happen? Like you mentioned, most people start off with LeanData just routing leads, matching two accounts, but it sounds like things sort of expanded pretty quickly into other objects, other teams, other processes.
Linzy Cote
They did.
Kevin Au
Yeah.
Linzy Cote
We got very excited about it very quickly.
Kevin Au
Okay.
Linzy Cote
So. yeah.
So with the LeanData, you know, we built out everything with our leads and our contacts and accounts. We tested it, made sure it was all working really, really well, and then we did also iterate on it.
Last year, I did a full rebuild of the graph to just make sure it was a little bit more easy to read, got rid of some, like, extra nodes that we didn’t need because now I know more about the functionality of it because I took my training class with Kevin. And so we started off with that.
It worked really well, and we knew in our business that there’s so many other pieces of Salesforce that we need to be able to route. So we started.
with, alright, let’s take the assignment from new business to customer base, and we’re gonna take that out of Salesforce routing, build that into our LeanData routing because that can do all of the things that a Salesforce flow would do, but just a little bit quicker. And then we use Salesforce cases for our support and our implementation team.
Let’s build all of that in there too because it triggers off of, hey. A new business opportunity was closed one, and we now need an implementation.
I can trigger all of my implementation assignment off of that. So I’m not having to touch so many different objects.
I can do it all within one graph.
Kevin Au
Yeah. Yeah.
Absolutely. So I’m kinda curious about just sort of how, oftentimes, there’s a little bit of friction when you’re moving from a certain way of doing things to a different way of doing things. So I’m sure there were some processes and some systems already in place to handle some components of that.
Linzy Cote
Mhmm.
Kevin Au
Well, did you find any sort of resistance or hesitance as far as let’s move off of using a Salesforce flow for this or whatever it was at the time to using LeanData for this?
Linzy Cote
Yeah. Not particularly, but I think it also is really unique to our team.
So our our rev ops team here at Traliant is the best rev ops team I’ve ever worked with. And
Kevin Au
Right.
Linzy Cote
we are all so integrated together, and we understand, like, the end of the day, we’re here to do the best for the business. And an ops team is ever growing, ever improving, so we never get tied to the thing that we build.
You know? In operations, you could build something beautifully, perfectly. It takes you six months to do.
Three months later, somebody has a different idea, and you’re gonna rebuild it all again. And we all really have that mindset.
So we just wanna do it in the most effective way that allows us to pivot really, really quickly as we need to, and LeanData really allows for that. Because we have a lot of other pieces in Salesforce that we need to build.
So now our Salesforce admin can focus on those pieces, and I can own all of the routing. I can own all of that stuff, and I can be the admin for that.
So that way, it’s really just a dichotomy between the two of us.
Kevin Au
Mhmm. Yeah.
Absolutely. And there’s the sense of you guys are constantly iterating and changing things.
Linzy Cote
Very
Kevin Au
I also get the sense you’re not shy to do that, and you’re not slow to do that. And I think that’s, you.
know,
Linzy Cote
Not at all.
Kevin Au
something with how quickly things move in many of our businesses you need to be able to do. Otherwise, you’re iterating on, you know, last quarter strategy, this quarter.
Right?
Linzy Cote
Exactly.
Kevin Au
Awesome. So, you know, that foundation that you build using LeanData, trusting LeanData, because I’m getting in the sense that there’s a lot of, hey. We started using this.
We’re starting we’re going to trust it and use it for all of our different orchestration things because it does what we need to do. And that gives you the ability to then start building on top of that and start to add new capabilities knowing that that foundational layer is is still in place.
So let’s talk about some new capabilities. Every I feel like everything that I’m reading is talking about AI right now and, you know, using LeanData, the product is incorporating.
AI features. So, you know, I do want to, ask you as far as utilizing one of our newer features, the AI inference node. So.
we’re adding AI into the mix. Typically, you think about a lean data routing graph.
It’s very what we call it deterministic. Like, you make a rule, and it follows that rule.
Now we’re adding AI intelligent components to it. So can you walk us through what you did and sort of your thought process behind that?
Linzy Cote
Yes. Absolutely. So our first use case for this is we wanted to shorten our marketing forms. Everyone knows if the form is too long, then a lead might just drop off, and we were finding that in our instance.
So we were trying to figure out, you know, what is gonna be the best way that we can shorten it without losing the data that we need. And it was kind of kismet where the week that we were talking about this, the AI Inference node got released.
And I was like, guys, I’ve got a solution. So we started to look at what’s all the information that we do have within our Salesforce and what can that AI inference node be able to look at to supplement that information.
And, really, what we came to is we can kind of get rid of a lot of other information and look at you came from this company name, and we’re gonna take that as, you know, what we’re looking for. And even if you don’t put a company email address, I can now say you have a free mail address.
But I can match you to a company based off of company that you put in, And then I’m able to just enrich that lead or contact with that information as needed and route to the right person or segment. But then I can also, hey.
I don’t have this account in my Salesforce. I don’t know where it needs to go.
I can now have that go down a separate path, and that goes right to our SDRs. And because we have Gong integrated into our LeanData, it automatically gets enrolled into a Gong flow, which we are just getting more information from them of, hey.
Like, I see that you filled out a form about this. We’d love to learn some more information.
I’d love to know a little bit about your company. So we’re able to get as much information from that AI inference note of where they work and how many employees they have to route to the right people.
But if we can’t get that information, we can do it into a Gong flow that’s going to get that for us. So when it’s all done in one fell swoop, it doesn’t have to be, okay.
I’m gonna update this thing in lead data. It’s gonna change the lead contact, and then I’m gonna build some routing logic in Gong and have it enrolled in the flow.
It’s just. all done. within there, and then the alert is sent to the rep that’s gonna be working it to let them know, hey. You’ve got someone that doesn’t have a company attached to them, so they know that that conversation has to go a little bit differently.
Kevin Au
Mhmm. Yeah. Absolutely. And I love how, you know, simply you describe that. You know, that’s a a problem that many organizations have, but just the way that you think about it and think about it in several layers, like, what can we handle with AI?
What can we not handle with AI? Because, you know, it can’t It’s not the silver bullet that solves everything, but there are other integrations that you can plug into such as your SDR team and your, Gongflow and then your email.
alerts that can really benefit you in that. So get where you need to be.
Linzy Cote
Exactly. Yeah. We I mean, we get 90% of the way there with the inference node, and then we’ll just kinda push it over the finish line with that Gong integration. And then one thing that I do love about the inference node is it allows you to test it right when you’re building it.
So it’s not. like, hey. I’m gonna, you know, build the draft, and I’m gonna test it in my sandbox and see what happens.
You can just build that model and then test it, and it’s gonna let you know whether or not it’s working right there. And I found that to just be so intuitive for me to use to be able to make those quick edits that I needed to.
Because my first part kinda make made it go in a loop, and so I was able to just very quickly pivot on that. And the fact.
that I didn’t have to, you know, launch a graph, pull it out, put it in my sandbox, do what I needed to do, it was all just done right within that node.
Kevin Au
Yeah. Absolutely.
I I think that’s for folks who haven’t used the AI in for this note, there is that feature where putting your prompt, you put in, how you want the output formatted, and then you can actually test right there in a graph that’s not even live yet. Hey.
If this information came in, what would the AI spit out for. me to use?
Well, that’s really helpful, because, you know, when you’re putting together a primary serve just, approximating, you know, what the AI is going to need to to run that. Right?
So, yeah, I I I love that. And you don’t have to, you know, use your actual website prospects as guinea pigs, for for for using this.
thing. So I love that.
Linzy Cote
I don’t have to make a bunch of big test leads that I then have to delete out of my system.
Kevin Au
Yeah. Yeah.
Absolutely. And, you know, one thing that I also like to kinda highlight and mention too is that, you’re using AI very strategically, and the scope of what you’re limiting it for is very defined. Right?
And I think there can be a little bit of hesitant sometimes when, you know, we kinda go a little bit get too excited and move too far with, you know, implementing AI to where it’s like, okay. AI is gonna handle everything that I’m doing.
Right? And we just sort of hand the keys. over to it, and that’s sort of where we get into trouble.
Right? Was that a part of your thought process, guardrails, thinking through how to carefully use AI and incorporate it into specific steps into your process?
Linzy Cote
It is. Because when we’re trying to implement AI, well, we understand it’s a really powerful tool.
You need to have guardrails on it or else it’s gonna make a bunch of fake data. It’s not gonna work the way that you need to.
You’re gonna spin your wheels a bit. So we try to really figure out, okay, what is one small problem that we think that AI can help solve for us?
And then we’ll build that out. And we have another do you want me to jump into the support case use case that we have as well?
Kevin Au
Yeah. Yeah. Let me. just jump back to the previous slide so we have that on screen.
Linzy Cote
we we have another issue with our support cases where sometimes they’re coming in. And if anyone’s used Salesforce cases before, if the contact doesn’t exist in Salesforce, it’s not linking to that existing account even if there’s one already there.
And we have, again, a lot of routing of, hey. This person’s from this account has already talked to a support rep.
Let me assign it to the same one, or they have an open implementation. Let me assign that to the same one.
And if these people are coming in with that existing contacts, then we’re having the AI Inference node analyze the incoming email that’s coming into that Salesforce case to figure out what’s an email address that does not end in at Traliant dot com within this email, the and does that match to any accounts that exist within our Salesforce? And if so, it’s going to be able to associate that case with that account, and then all of our other routing logic can take over from there.
So, again, it’s these very targeted problems that we’ve been running into where we’re having to manually do these things that we wanted to solve for. Instead of solving for the entire problem, let’s really look at, like, the small picture instead of the big picture at this point.
Kevin Au
Yeah. Yeah. Absolutely. And as you gain more confidence and you as you learn, from that, then that’s when you can start expanding the the scope of where you’re using AI in your processes. Great.
This third. point about, sentiment and ICP title classification. So when we first spoke, this was something that was sort of more on the road.
map for you guys.
Linzy Cote
Mhmm.
Kevin Au
Is that something that you built already, or is that still kind of in progress?
Linzy Cote
So I’m still a little bit in the scoping phase right now. So for the sentiment piece, I am working with our support manager, and we’re kind of going through alright.
Let’s take a look at a bunch of our different cases and how can we bucket our cases. Because we want the AI inference node to be able to analyze the content of the email to determine, you know, are they upset about a specific thing?
And then we can have that route to a specific member of our escalation team. Are they talking about, you know, resetting their password?
Because we can just send them, you know, a quick, you know, email right off of that. So we’re trying to figure out what are our buckets for this and then start off with the easy stuff.
Like, what do we think that we can easily define within this inference node? And then, again, iterate from there.
And then the same thing with the ICP title classification. We’re working through some different pieces there of understanding and analyzing, you know, the past couple years of closed won deals and who are our champion titles.
Like, what are we going after for that? And also looking at it for the product.
Because within our business, we have a lot of different products where we have different people that we wanna target for it. You know, we sell a lot of different compliance training.
So we’ve got all these different areas that we need to go to. So it’s a lot of really just scoping right now, But for the sentiment piece in cases, that’s gonna be coming soon.
So that’s gonna be kind of on the docket for me for July.
Kevin Au
Yeah. Absolutely.
Well, looking forward to that. Well, I’m sure there’s a a lot more that we can talk about here and definitely more as you use the node more and kind of, expand what you’re doing there.
But I do wanna, keep things moving along a a bit, and we’re gonna stay on the theme of AI a little bit because a lot of folks are starting to. use AI in different platforms.
One of the ones that we’re starting to see a lot more is this idea of an AISTR or a chatbot that’s on your website that can have a a natural language conversation, with the prospects that show up on your site. But even though this is AI that’s outside of the.
lead the product, it still can be handled and processed, and you can integrate it with LeanData in certain ways. So could you walk us through what you’ve set up there, sort of where you came from, what you built, and and kinda what the impact is for you?
Linzy Cote
Yep. And this we’re dive diving to Qualified. Right?
Kevin Au
Yes.
Linzy Cote
Perfect. Perfect. So for trilion.com, we do use Qualified for kind of an AISGR directly on our website. And within that, Qualify does come with the booking software.
It’s all in there. But as, you know, most ops people know, it is very difficult to maintain multiple systems routing. And, also, just with LeanData since it’s, you know, it is just in our Salesforce.
It is there. It’s not like this other API through our other marketing software. It’s just there living there.
It can very quickly analyze the data that’s in there. And so we really wanted to make sure that we can have one system being the source of truth for everything and have it do our fuzzy matching, have it look at, again, all of those different pieces of, have they talked to their CSM lately?
Have they talked to an SDR lately? And so we’re able to integrate the book it booking links and pop up that you would normally see with your snippet directly into that qualified chatbot.
So, again, we only have one system routing. We don’t have a bunch of different things fighting and, alright, qualified routed, but it didn’t update that lead that title at the first start, and now lead data is gonna take over and route differently.
So you get this loop of things misrouting. So we really just wanna have one place that routes everything so that way you get really even distribution, you get consistency with how your events are gonna be created, and you can just wanna have one audit log for how everything’s getting routed.
Kevin Au
Yeah. Absolutely. You know, that’s the best practice that we’ve seen across different customers as well. You know, instead of duplicating your rules and duplicating your logic in different systems and then having.
to multiple update multiple places and potentially have conflicts and. overriding another and and and things like that, Keep everything within your trusted system, build everything on top of that, and that’ll allow alignment across those things.
Could you tell us a little bit about the impact of that? I know that on the screen here, we have that, 15% lift.
So what have you seen ever since you started using, this particular. way?
Linzy Cote
So with again, we we kind of have if you have another system that’s porting into our marketing system and then going into Salesforce, you can have a lot of routing issues. You know?
You’ve got some timing issues. You have things where it’s not looking at everything correctly. So we were really consistently finding that I am having to go and manually update a bunch of accounts that are getting booked meetings to qualified because it’s a timing issue between everything.
So. then we have okay. Somebody get assigned a lead, and they weren’t jump on those leads right away, but Qualify didn’t update the owner of that lead.
So I have somebody else reaching out to them versus who Qualify booked a meeting with. So it gets really messy for the leads.
And so we have found that with pivoting into having BookIt power all of that, we’re not getting any of that mismatch. You know, the right person is getting the alert at the right time that the event is getting created, and that event just stays there until that lead gets created because the lead won’t get created till the chat is done.
So I love the fact that with the using BookIt for that, because I’ve got that, you know, BookIt ID, if that second that matches to a lead, it’s gonna automatically assign and put the event in there. So it’s just ensuring that it’s really seamless.
We don’t have multiple people reaching out at once, and we’re just making sure that we have all of our event records. Because I think everyone knows that when you’ve got multiple systems trying to push into Salesforce, if that lead doesn’t exist when Qualified tries to push that event into Salesforce, it’s not gonna try to push it in again.
And so then you have to go through and manually create that event because there’s no way to force that through. And so it really just made it cleaner for us.
It’s easier for the clients, and it’s just more accurate. We’re not having to constantly say, like, hey.
We know you booked with Kevin, but you should actually be talking to Linzy. So it’s just a lot cleaner for everybody involved.
Kevin Au
Yeah. Absolutely. Being able to track that throughout the systems, that’s, you know, that’s that’s unlocked there. I don’t know if there’s.
anything on this particular, screenshot of your qualified setup that you wanted to highlight or point out or self explanatory.
Linzy Cote
just to just to show how easy it is to build it into Qualified. You have your normal routing of, hey.
When do you wanna show it a booking link? And it’s very, very quick.
And then the second that it does that track event when it triggers to book a meeting, LeanData takes right over. So it’s not a very elaborate build that you have to do within Qualified.
It’s just a few simple steps, and then all of your other build is just done on your graph within BookIt. So you’re not having to do a huge build in one place and then another huge build in the other.
Couple quick steps to decide who should be, you know, presented a meeting option. And it it’d be the same thing on your forms of when do you wanna, you know, trigger that book it link.
So it works really, really seamlessly between the two.
Kevin Au
Yeah. Oh, thanks for sharing that.
Linzy Cote
Yeah.
Kevin Au
A question
Linzy Cote
course.
Kevin Au
came in the the here where, are you leveraging leveraging 6¢, sentiment in in any way, with BookIt or with linear routing?
Linzy Cote
used to, so we actually used to use 6¢. We actually just sunset that, and we’re moving into a new intent platform.
But, yes, we did used to use 6¢, and we used to use it in a lot of different ways. So we would use it to be able to send alerts to reps as they’re getting their leads if it was, like, a good intent score within 6¢.
But, also, we all know that we’ve got, you know, some house accounts that just sit there, and we would use the six cents intent data to be able to send that over to SDRs. So if things within our personas and within the industries that we really wanna target are starting to, like, heat up within 6¢, we would use that within our graph to go and assign that out to our SDRs for them to start working.
Kevin Au
K. Got it.
Linzy Cote
Yeah.
Kevin Au
You know, another personal question here. How many pairs of glasses do you have on your desk right now?
Cote comes from Cote Gendron.
Linzy Cote
Several. I have a problem with glasses.
Kevin Au
A
Linzy Cote
I can see 5 right now.
Kevin Au
a outside joke there. Thanks, Cote, for asking that question.
Alright. Let’s move on to, this idea of using BookIt. A lot of folks find that BookIt is helpful.
However, it can get a little cumbersome, especially. when you’re having your reps create their own meeting types or links or things like that.
I I thought there was a a really good approach that you have towards using LeanData scheduling and LeanData book it particularly with,
Linzy Cote
Yep.
Kevin Au
with links. So could you talk us through how you do that and why you do things the way that you do and some of the benefits of that?
Linzy Cote
Absolutely. So the reason that really everything is created through rev ops for all of our booking links is to have consistency. So for all of the reps, I build all of their different links for their different use cases.
So that way we are, you know, creating those events in the same way. We are having kind of like a alright.
You are a direct sales rep. These are all of the types of links that you might need.
And you’re a customer success rep. Here’s all of the different links that you might need.
And so instead of the reps having to kind of, like, fend for themselves, they’re able to just use that Chrome extension and be able to open that right up and then send whatever link is applicable to the conversation that they’re having right now. So they don’t really have to think about it.
It’s already prebuilt for them. And as reps need more links, I just build them for everybody. And the fact that now you can set it up in LeanData where you have different role types and it’ll precreate all of your links based of that role type for new users is beautiful.
It is such a nice thing for us to have. And this is one of the use cases of we know that sometimes when we’re talking to our clients, we don’t know what they wanna talk about.
It could be just a quick little check-in that they needed. It could be a much longer conversation.
So we’ve created a multi meeting link where the client themselves can select how long do I need to talk to you for. And that is able to just be done seamlessly through one booking link, and the client has complete control over that, which is really nice.
Kevin Au
Yeah. Absolutely. I I think this is a huge unlock that, may be overlooked. a little bit.
It’s when you’re dealing with the this year volume of having lots of reps and each rep having multiple links, that are for each different type of meeting or use case that they would want that can quickly escalate in terms. of having a lot.
But just having a single link that gives you there are your potential guest a option or a menu of, hey. I’m meeting for this purpose or this purpose or this purpose, and this is the duration that’s associated with that, then, yeah, absolutely.
That really reduce the number of links there. K.
Linzy Cote
Yeah. And it also ties into our Gong. So we do use a lot of different Gong flows for different, you know, campaigns and mechanisms within our sales cycle.
And so I’m able to create the different booking links on what that conversation is for. So if it’s a conversation between the account manager and the customer success manager, I have a shared link for that.
So that way we can very easily see that when we’re looking at the title of the event, and I can build that into their Gong profiles. So if I’m creating.
a flow where it is, you know, introducing the account manager, I can just auto add in that variable for the link where it is the customer success manager and the account manager. So it just gives us a lot of flexibility within that and for us to be able to track why are we talking to these people.
Like, what is the purpose of this meeting?
Kevin Au
Yeah. So you wanna maintain that control, and then you have, different ways that your reps can have those links automatically provided for them.
They don’t need to. even really think about it.
Linzy Cote
Exactly.
Kevin Au
What about, yeah, what about this, more of a a self serve component? Right?
So maybe in an ideal world, everything is taken care of for your reps. They don’t need to think about grabbing this link or that link.
It’s sort of preloaded for them in their, in their Gong flows or whatever it may be. But, there’s a the a screenshot of the Chrome extension that we have, on on the screen right now.
Is that something that your reps utilize, if they need to. grab.
their own links maybe or one on purpose or something like that?
Linzy Cote
Yes. So that is something that they utilize because there are so many different options that they have within that.
So we do do that because we actually do a lot of shared links also. So.
we do a lot of links where it’s the if it’s the sales rep, they can throw their manager in with that. So that way, it’s that shared link.
So I feel like every rep has complained about the fact they’re like, hey. I looked at their manager’s calendar.
I presented a couple of different meeting options. Now my manager is not available at that time, and now I’m kind of like in a pickle.
So we’re able to have those where it’s going to present only the applicable times for both of those people. And so that Chrome extension is so helpful for them to be able to pull whatever link they need at that point in time because we do use a lot of the shared links.
Kevin Au
Mhmm. Yeah. Absolutely. And you can sort of load up which links are visible, to certain folks and which ones they need. to use, and that avoids your reps needing to then go into Salesforce and then go into LeanData,
Linzy Cote
Exactly.
Kevin Au
find the right page, find their links, and and being a bunch of links that they probably don’t need to worry about. But.
just having every whatever email they’re sending, find the link and go ahead copy it and paste it directly from there.
Linzy Cote
Mhmm. Yep.
Kevin Au
Great. Awesome. Let’s go ahead and move into our so sort of something to kind of bring everything together. Right?
So like we mentioned at the beginning, you wear a lot of hats.
Linzy Cote
Mhmm.
Kevin Au
Many folks who are using LeanData typically find themselves in a place where there are many wearing many hats. Right?
Linzy Cote
Yes.
Kevin Au
But what have you learned, you know, at your time at Traliant in terms of multiplying your impact? Obviously, you’re one person.
You have, you know, other team members who are certainly doing other things as well. But as far as maximizing, what you are able to do, do you have any thoughts or tips or best practices even even if it doesn’t involve LeanData, that you.
could share with the folks?
Linzy Cote
Yeah. I think that the biggest thing for me and being the singular admin of LeanData, it really gives me like, I have a holistic view of entirety of how my company works and who is talking to people at different times and when we need to loop in other people.
And so I would not be able to do my job as effectively if we did not, in fact, have LeanData because I’m able to, again, do it all in one place. And I think the biggest thing for me is when I’m building my graphs is I am very particular with how I name all of my notes.
And I I. don’t know if anyone knows about the color coding option, but if you have different branches of your graphs that are for here’s my SDR branch, here’s my account manager branch. If you color code them, you can collapse them.
So if you need to focus on one part of your graph, you can go through and collapse them, and I cannot tell you how impactful that has been. And also the copy and pasting between the multiple graphs.
Like, when I learned I could do that, that blew my mind. And that, again, helps me so much of really being able to own that entire go to market feature and keeps me just organized with everything.
And, also, if I’m out for a week, my graph is very clear. They’re able to go in and understand what each of these nodes are doing and not be, like, lost when they’re in there.
Because sometimes when you get into that graph, there is there’s a lot happening in there.
Kevin Au
Right.
Linzy Cote
So it’s very important to just, you know, keep up with that and just be able to have a lot of ability to pivot really quickly and be able to kind of AB test if you need to. You know, make two quick versions of your graph, launch one one day, launch one the other, then look at the audit logs for that very particular routing.
And it’s so helpful for me to be able to do that.
Kevin Au
Thing. Okay.
So you actually kind of swapped to do your a. b.
testing?
Linzy Cote
Yep. Sometimes I, do. Yeah.
Because it’s it’s nice with the routing deployments because you can go and. see just that particular graph, and you can follow everything right down it.
So if you’re getting some errors in it, it’s very easy to see and then easy
Kevin Au
Yeah. Absolutely.
Yeah. And surprisingly, you know, a lot of folks,
Linzy Cote
to update.
Kevin Au
either either don’t know or they don’t utilize that color coding feature that you mentioned, and then sort of the associated feature of being wraps all that down so. that, you know, as your logic gets more complex, then you.
don’t have to see it or or view it if you don’t need to look at it at that time.
Linzy Cote
Exactly. Yeah.
I have color coded every single one of my graphs, and that is so much easier for me to work within them of, alright. I’m looking at contacts, but I’m only looking at how our partner team is working.
So let me hide everything that doesn’t have to do with my partner team. It just makes it so much easier for you to be able to focus on that.
Kevin Au
Yeah. Do you any does anybody else look at your graphs, other than yourself?
Linzy Cote
Yes. My I always do a gut check with Christian on my team, and he was also.
a lead at a SuperEazer. So sometimes I’ll come up with, you know, Linzy had a fever dream and she thinks that this is how it’s gonna work and I’m gonna go and build it, and then I’ll do a gut check with Christian. So he is also very in tune with how our graphs work.
And so we do have multiple members of our team that can utilize LeanData. I’m the main hub for it, but we do have people that know functionally how it works and can go in there if they need to.
Kevin Au
Mhmm. Yeah. So just to kind of recap what you what you and restate what you said. You color code different.
portions of your app. So maybe a certain portion is for how you deal with partner leads or or partner, and it’s. another section is how you deal with maybe records that come in from this particular segment, and then you’re able to collapse that out into a single stack of nodes.
Linzy Cote
Yes.
Kevin Au
And then. when you need to deal with and open it up and it it’ll show the the the functionality of that.
Linzy Cote
Exactly.
Kevin Au
Okay. Cool.
Alright. We have a note here about set and forget the foundation. You know, once you’ve built that foundation, you don’t need to necessarily reproduce it in qualified or reproduce it in Salesforce.
flow or reproduce in, Gong or whatever other platforms that you’re using. Do you have any other comments to make about that and why that’s such a critical thing for you?
Linzy Cote
Yeah. I think that, you know, LeanData is one of those tools where it really only breaks if there’s an outage. You know?
It’s all kind of working as you need to. And if it does break, it’s usually because you you did something.
You’ve changed a field or you’ve removed a field or you’ve done something. But once you’ve built that graph and you’ve, you know, built your tracker reports and you run through the routing deployment history and seen that it’s doing fundamentally what you need it to, you don’t really have to go back in there at all.
And, again, the only time that we have run into issues is, hey. We we changed all of the stage names and opportunities, and we forgot that we had a node that was tied to that other stage name that we sunset.
And so it’s not really anything of LeanData fails. It is you as a human forgot that you did something.
Kevin Au
Mhmm. Yeah. Absolutely. You know, that just frees up so much of my space because, you know,
Linzy Cote
Thousand
Kevin Au
space. is a premium, for for the things that, you know, yourself do.
So this is the fact that I don’t need to think about this right now is such a huge, you. know,
Linzy Cote
Beautiful thing.
Kevin Au
unlock. Absolutely.
K. This last point about speed without dependencies, you know, obviously, we’ve kind of sort of framed our discussion around the fact that you’re one person doing many things. You know, what are some of the aspects of using lean data that has really allowed you to, you know, maximize what you’re able to do as an admin?
Linzy Cote
Yeah. So within LeanData, I don’t really have to think about how are all of these objects tied together and build out, you know, one Salesforce flow for this object, and then it’s gonna update this and take over at another object. You’re able to do so much within the single graph that is very intuitive.
Like, the way that the nodes are set up, it gives you very clear. Like, are you doing contact to account?
Are you doing a contact to lead? Like, what are you trying to do?
And it lets you know that. So somebody who is not like, I am not a coder.
That is not what I do. I will never code a day in my life.
But I’m able to build out this really complex infrastructure in a way that is very simplified, and it’s very intuitive to it. And I’m able to have, again, our Salesforce admin focus on all of those other high level things that we need built in Salesforce that LeanData just maybe can’t accomplish.
And we would not be able to do that if I was trying to build Salesforce list because those are far more complicated than a lead data graph.
Kevin Au
Mhmm. Yeah.
Absolutely. Yeah. I I think, you know, oftentimes, the the we mentioned this earlier, but just to kinda circle back the agility of being able to do everything within LeanData without having to, like, okay. Who’s responsible for this process?
Who’s responsible. for that process? I know you reach out to them.
Are there other dependencies that, you know, to consider? But everything is available to you right at your fingertips right there.
Linzy Cote
Mhmm. Yeah. It’s a beautiful thing.
Kevin Au
Yeah. I I didn’t ask you this when during our any of our previous conversations, but are you using LeanData with any custom objects?
Linzy Cote
So we we do have some, like, route any objects, but we don’t have custom objects that we’re that we are routing. We are using it for campaign members and events.
So we did. turn on the route any object for those two. So those are two pieces that we’re.
doing. And then I think another really interesting thing for our internal setup is we do not have any of our sales reps working off of leads. Everything that we work off of is contacts and accounts.
So in our lead graph, at the bottom of it, it’s converting every single one of those into a contact. So it’s.
very clean for us so that way we’re not having to have reps manage two different types of objects. And also our reporting doesn’t have to go off of two different types of objects.
And the fact that. LeanData can just very easily do that for us and match to the right account is incredible.
Kevin Au
Yeah. Absolutely.
So, is it that your lead routing graph is very simplified and then you handle all the logic in the contact graph, or is it the other way. around?
Linzy Cote
We have. some some logic within the lead graph just to see, like, hey. Is this account that’s already owned?
Like, let’s just pop it over there. But all of our really heavy lifting is done in our contact graph.
So even the leads that are converted into contacts, those go through our contact graph because we have a lot more logic built into that.
Kevin Au
Mhmm. Okay.
Excellent. Alright. So with a few minutes that we do have left, I’d like to maybe discuss, you know, what’s coming up next.
Linzy Cote
Mhmm.
Kevin Au
Right? We’re always encouraging folks to iterate and encouraging folks to think new ideas because, you know, LeanData is such a flexible platform.
There’s always more you can do, whether right now is the time for that. That that’s always a a different question.
But what are
Linzy Cote
sure.
Kevin Au
some of the things that you’re considering and thinking through? And maybe we can walk through some of these.
These are some of the things that you mentioned to me beforehand.
Linzy Cote
Yeah. Yeah.
So I think that our biggest thing is that we have a lot of reps that are using cases. So we have our support team, we have our implementation team, we have our solutions consultants team, then also rev ops.
So we actually use Salesforce cases for our reps to submit requests to us as well. And sometimes we’re out of office.
And if we have everything, we have all of our logic really built in where we wanna assign things over to reps that have already talked to them recently. And we need to do that.
But we also sometimes have things sitting in people’s queues that is a pending case, and then they get a response while they’re out of office. So we’re gonna be building some out of office case assignment logic So that way things are not sitting there, and the managers aren’t having to have, like, alright.
Let me have a list view of all of the people that are out of office and see if something. gets a response and then manually sign it out.
We want it all to do that just functionally within the system. So that is a really big one that we wanna do because, again, just to toot our own horn, we do have a twenty minute response rate for our support team.
And we definitely want to protect that because that is something that we are very proud of here and that our customers have really come to appreciate.
Kevin Au
Nice. Yeah.
And you can enforce that and have the accountability that’s necessary for that.
Linzy Cote
Yeah.
Kevin Au
Great.
Linzy Cote
Absolutely.
Kevin Au
Alright. What about,
Linzy Cote
That’s the new one? that’s coming.
So this is a new piece. So we just turned on the route, route anything for events.
And so we have an absolutely incredible SDR team here, and they are hunting for things. And we want our sales reps to focus on selling, not the data hygiene of, hey.
This person didn’t show up for their meeting. Let me try to call them for four days and get them rebooked.
We want all of that going right to our SDRs. So we wanna look at that event itself of what SDR booked this event, and if it wasn’t an SDR, what segment are they in?
Because we’ve got, you know, SDRs for different segments. So we’re turning on the route at the events to look at the status of the event, who originally booked it, and what segment they’re in, and then it’s gonna automatically flow throw that person into a Gong flow.
So that way, again, it’s doing it automatically. The reps just have to look at their, you know, Gong to dos and just give that person a call, and we’ve got some automated emails built right into it.
So it’s really just protecting those events that we’ve worked so hard to book.
Kevin Au
Mhmm. Yeah.
Absolutely. The last thing that I have here is just continued expansion of your use of the AI inference node. You know, we talked a little bit about this, but maybe you can kind of tighten up.
Linzy Cote
Yep. Yeah. And so, again, for July, we are really building out the inference node for the cases to understand what is this person asking. Because a lot of times a lot of time is spent with, you know, we really want our reps to be SMEs on different topics.
And so we wanna have all of our routing go off of that. So if we have, like, our brand new reps that are just here, we don’t wanna give them those complicated cases.
We need to, like, slow and steady them. So we’re able to give them those lower level cases of just, you know, a simple email upload or I need some help resetting my password or I need a certificate for completion, things like that.
And being able to just be, like, really prescriptive with who’s working what case. And so.
that. is a huge focus for me for July.
Kevin Au
Okay. Excellent.
One last question here kind of jumping back to this,
Linzy Cote
Yep.
Kevin Au
working in a context only model. So if you’re doing a heavy conversion of your leads, are you also creating accounts, when they’re for a net new.
business?
Linzy Cote
We are. Yep.
Kevin Au
Alright.
Linzy Cote
So if it’s not an already existing account, it does create the contact and account.
Kevin Au
Alright. Excellent.
Thanks, Linzy. So we. are
Linzy Cote
you go.
Kevin Au
at time. So thank you so much, just for the time.
We’ve kinda.
Linzy Cote
Thanks for having me.
Kevin Au
from here to so much stuff that, we can continue to learn from you, and a lot of stuff that other operators can take and apply. Some of you guys have asked about getting examples of certain things, and we can certainly reach out to you and follow-up with that, as appropriate just to give you a closer look at some of the things that Linzy was describing here.
But, with that, we’ll be closing our our webinar for today. Again, Linzy, thanks again so much for your time and for sharing with us.
Linzy Cote
No.
Kevin Au
And,
Linzy Cote
Thank you so much.
Kevin Au
yeah, everyone who’s here and watching, thanks for, joining us today. And, we’ll follow-up where appropriate.
So you can be on the lookout for a follow-up email with a recording once we do have that available.
Linzy Cote
good,
Kevin Au
everyone. Have a great rest of your day.