Influencing Business Results With Mission Control
Today, Highspot has been dubbed “mission control” at RingCentral. Thatcher says, “People know that mission control is where you go to get answers.” Business leaders like RingCentral’s company founder are even requesting access.
Thatcher adds that data is a major factor in the organization’s ongoing success.“Now, decisions are driven by real data insights as opposed to what we call ‘scientific wild guesses,’” she says, adding that Highspot has helped sellers understand customer needs and better target those pain-points. “It’s that combination of empathy and data that allows us to really address what our customers are looking for. Highspot is a critical linchpin in that approach.”
For a rapidly expanding business (RingCentral has achieved 35% to 37% year-on-year growth) revamping sales enablement was crucial for continuing to grow. “Highspot helped us maintain our year-on-year growth,” says Thatcher.
Perhaps even more gratifying is the positive impact on RingCentral’s culture.“Sellers are a lot happier,” says Thatcher. Increased job satisfaction has helped RingCentral retain sellers, with attrition down to 20%. And, for new sellers, Highspot has helped reduce ramp time by 30 days. “We hear a lot of feedback from folks in their first 30 days that we made it so easy for them to navigate through RingCentral because everything is in one place,” says Fricke.
Today, more than 30,000 pieces of RingCentral content reside in Highspot and 31,000 pitches have been sent from the tool since its implementation. Formally disconnected teams now use Highspot as a central platform to better understand the customer journey. “Highspot has brought sales and marketing together,”says Fricke. “We have really united on what the customer cares about and put the customer at the center of everything we do. Regardless of your role at RingCentral, your ultimate stakeholder is our customers,” reflects Thatcher.