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Scoop is a conversation analytics tool that leverages machine learning to mine, insights from customer conversations across voice, video, and text sources to discover & maximize sales opportunities.
Conversation analytics and intelligence for Sales.
Sales managers were often using Conversion Rates and Revenue generated to track
a Sales Representatives performance. However, merely judging based on these two weren't
ideal. A sales call is very dynamic and has a lot of intricacies. Many responses are
situational and impromptu for a Sales rep.
The actual evaluation of a Sales Rep and the entire team was possible through a Conversational Analytics tool, that would help managers, and individuals get insights about the performance by understanding what happens on a sales call. The challenge was to represent big data analysis of Sales calls (powered by AI and Machine Learning) in a way that was consumable, streamlined and makes sense to the end-users.
There were many interesting parameters and insights to be displayed in the tool.
Like overall call sentiment, the discovery of signs of potential opportunities, talk to
listen ratio, competition mentions, and much more. Our solution revolved around displaying
these parameters in the best possible way to facilitate a multitude of information
consumption in an easy, effective, and efficient way.
We introduced gamification to invoke a sense of healthy competition, be a motivator, and an element of boost amongst sales reps. The sales call analysis was translated into deriving meaningful insights that would be used to provide ratings and scores to sales reps and offer them rewards. The sales rep can unlock these rewards, which they can showcase in their profile.
The CSOs main intention was to get a holistic report about the Managers who would report to them. Managers wanted to understand their team's performance and other factors to understand how they are performing and what they could do better. A sales rep wanted to understand the improvement areas, listen back to the calls, and analyze the same to unlocks rewards.
We used graphics and illustrations to add a fresh and chic feel to the design across various screens of the tool. We designed many badges to be used as a reward for boosting sales reps morale and induces a healthy competition.
The letters that inspired this font Montserrat have work, dedication, care, color, contrast, light and life, day and night from the old posters and signs in the traditional neighbourhood of Buenos Aires called Montserrat. Sales industry dates back centuries and using a font that celebrates history while looking sleek and modern made total sense for this project.
Dashboard and analytics tools are considered to be primarily functional with
more information and less element of fun.
We wanted to break that stereotypical notion and inject personality to the Scoop brand. The style and Colours that were used, made illustrations memorable and catchy. It also worked well in growing brand awareness and recognizability with a dash of the fun element.
This screen provides insights into a call's sentiment, stage of the purchase journey, talk to listen ratio, competition mentions & if the call exhibits a potential sales opportunity.
This screen provides detailed insights into a call's sentiment, stage of the purchase journey, talk to listen ratio, competition mentions, and even if the call exhibits a potential sales opportunity.
Summary of analysis of a Sales calls powered by AI and ML is displayed for quick consumption, right in the search screen, and granular filters to find the exact result.
Collection functionality gives managers or sales reps the freedom to group & organize the calls into various folders, the way that makes sense for them.
Conversation Analytics is a relatively new & emerging space and therefore had its Product Design & Development challenges. Despite these, their design process & critical thinking ability helped us create a great product. ProCreator exceeded our expectations and delivered an excellent design language with great UX resonating with global users.