Skedulo Uses Drift to Boost Sales Performance and Cultivate Frictionless Customer Experiences
About Skedulo
Launched in 2013, Skedulo equips mobile workforces with tools designed to help maximize workflow and optimize customer experiences. Their flexible management solution — The Deskless Productivity Cloud — features seamless scheduling, dynamic collaboration, and record-keeping on the go. Since its founding, the San Francisco-based company has evolved to over 100,000 users around the globe.
The Challenge
Prioritizing Requests & Effectively Engaging Target Accounts
In 2020, Skedulo partnered with various organizations to make COVID-19 testing accessible to the masses — and, as the demand for vaccine scheduling soared, Skedulo rose to the occasion.
“The amount of Intercom requests that were coming in absolutely swamped our account development representative (ADR) team. So we had a really compelling need to get a solution like Drift in place that allowed us to cope with the volume of interest,” said Craig Panigiris, Marketing Director at Skedulo.
To better scale their business, Skedulo needed a tool to accommodate the rising volume of inbound chats while, at the same time, delivering comprehensive insights. Moreover, they needed a solution that offered sophisticated routing and customer relationship management (CRM) integration. Skedulo also saw increasing value in a tool that could measure the impact of their conversations — and the results they were getting.
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The Solution
Enhanced Sales Productivity & Integrations
For Skedulo, Drift ticked all the boxes. Through Drift’s automatic routing, Skedulo can effectively target top leads while ensuring that each customer remains engaged at every stage of their journey.
Craig Panigiris
The shift to Drift gave Skedulo’s team the time they needed to nurture their top accounts, rolling out the red carpet experience for every key prospect. “Drift Fastlane helps us offer our top accounts a VIP experience by skipping all forms and enabling them to engage directly with their account manager. We are finding that there are people that are engaging with Drift much more than engaging with a form,” Craig said.
Craig Panigiris
Using Drift’s Salesforce integration, Skedulo can readily access information sent into Salesforce, including new leads, contacts, booked meetings, and chat activity. Similarly, sales teams can sync account lists from Salesforce into Drift, enabling reps to target top prospects with personalized playbooks.
But it doesn’t stop there. As the company evolves, Skedulo has similarly evolved in their use of Drift — and they plan to continue doing so. “As we become more sophisticated around the way that we want to use Drift, we are pulling in segments from 6sense, and we’re using targeted messaging for those segments within Drift in the way that we serve playbooks,” Craig said.
The Results
Craig Panigiris
As Skedulo reaches new heights as the deskless productivity innovator, Drift will continue to help bolster its prosperity by consistently delivering a unified customer experience.
