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Due to a shipping error, we now have 10,000 plushies we need to give away.
Working with enterprises involves complex sales cycles and a constant flow of product questions. Cleeng needed a way for their sales team to get high-quality answers to technical questions quickly, without distracting teammates.
With 1up, Cleeng delivered an automated sales enablement experience across their GTM org. From answering customer objections to automating 1,000-row sales questionnaires, the revenue team delivered a level of knowledge automation once considered unattainable for a company of their size.
Cleeng is a leading provider of Subscriber Retention Management (SRM®) solutions. Their unique solution empowers the world's largest media platforms to boost their subscriber management and retention.
One of Cleeng's key differentiators is their experience with 250+ broadcasters in the Media and Entertainment industry. Cleeng's team regularly responds to RFPs as part of their sales engagements.
Having a deep understanding of the problem can make or break an enterprise deal. That's why Cleeng emphasized strong sales enablement from its early stages.
To support Cleeng’s rapid growth, the RevOps and Enablement functions had to become a core part of every deal. Teammates took on multiple roles in supporting the sales team – from building customer content to answering compliance questionnaires.
As the company expanded, it introduced more structure around measuring success, identifying gaps, and responding to them quickly. With a focus on scale, automation became a must-have component of their program.
Our Enablement program was in its early stages when I joined the team. We spent a lot of time wearing many hats and collaborating as a team on everything from building sales assets to maintaining a knowledge base.
Annabelle Clarke, Director, Revenue Operations
When it came to knowledge management, Cleeng had plenty to go around. For instance, the team had created a document called “The RFP Bible” which contained every answer to every customer question they had seen. This knowledge had been meticulously built up over 5 years. It was a treasure trove of information.
But anyone who has built an enablement program knows that simply having a knowledge base isn’t enough to get everyone using it. The sales team still found themselves pulling in Subject Matter Experts (SMEs) to help.
Even the best Account Executives need assistance. Responding to a customer query sometimes requires a tech specialist. Cleaning up a lengthy RFP might involve the Presales team. You can’t predict or plan for every customer question.
The challenge is that the bigger your Sales team’s knowledge base gets, the harder it becomes to get answers when you need them the most.
With 1up, Cleeng was able to automate answers to almost any customer question. Here’s how:
Today, Cleeng is able to get accurate answers quickly on anything from product to technical information, and even sales process questions. Complex explanations that once distracted teammates are now self-served in seconds. The best part? Everyone in the company’s channels can see the responses and learn from them.
Even members of adjacent teams such as Customer Success and Engineering have become more productive with 1up on board. By exposing 1up to a broader audience, Cleeng is proving that automating revenue enablement impacts everyone around the sales team.
1up also makes it easy to do large sections of an RFP without context-switching.
Before 1up, answers to a tough customer question might involve multiple people. Today we’re able to query our knowledge base in seconds, making it easy for anyone to respond on almost any topic.
Annabelle Clarke, Director, Revenue Operation
Cleeng has a high standard for customer excellence that applies to everything from product quality to writing proposals.
One important aspect for Cleeng’s revenue team is the ability to quickly respond to RFPs. Working with enterprises means filling out lengthy sales and compliance questionnaires on a regular basis. RFPs come with strict deadlines. So while the team always aimed to make their responses the best they could, time constraints often made it challenging to deliver their best work.
With 1up, they can now generate hundreds of high-quality, polished responses in minutes, which has made a huge difference in their ability to deliver excellent submissions on time.
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