HostnFly is an Airbnb concierge service dedicated to short-term rentals. In concrete terms, we offer a turnkey management solution so that our clients can rent out their primary or secondary accommodation while they are away.
Today, we are present throughout France and Spain. We address two markets:
At HostnFly, I am Team Lead Sales. I am responsible for managing the sales team. There are 6 sales people in the team, spread over the different markets. We manage the entire sales cycle, from prospecting to contract signing.
We have to be very focused on the sales pitch that we will adopt according to the markets. Seasonality is very strong in our country and the needs will be very different depending on the period.
To give you an example, from May to June and from November to December we will be very focused on the urban market to prepare for the summer rentals and the winter holidays.
During the rest of the year, we will mainly contact owners of second homes. It is during these off-peak periods that we have the best chance of converting this specific persona.
Overall, our sales people are often juggling different markets, different personas, and different legislation.
So it is a challenge for us to be focused on the discourse and on improving it.
Ultimately, the main objective behind this is to improve our commercial performance.
We discovered Modjo several months ago but the timing was not really right with the covid crisis. With business picking up, we took the time to look into this type of solution.
In concrete terms, we already had quite advanced practices in sales coaching. We were already used to listening to our calls, analysing our interactions and coaching each other. We also put in place a lot of internal training to accelerate the onboarding and skills development of our teams.
Despite the fact that the processes were quite advanced, we realised that we were spending a lot of time on the replay part of the calls. Aircall is a powerful tool but it was not designed to meet this need.
As a result, the people who had to do this coaching work were a bit demoralised in advance because it took a lot of time and it was really complicated to find the right calls (we usually make 40 to 50 calls a week).
Modjo makes it much easier to do this work efficiently. Conversational analysis allows you to know directly what topics are being discussed in the calls through a keyword search. This is very powerful.
The UX makes using the tool really fun. Where before you had to fill in a google sheet with Aircall call logs, now the calls are automatically integrated into Modjo.
It's our very own Youtube: we can put comments directly into the calls, speed up the listening time, share the link internally or externally, etc. It changes everything! It changes everything!
I think what we like most is being able to put comments directly into the calls. It allows us to communicate better with each other and to highlight specific moments.
The advantage for us is that we don't have to listen to the whole call again, while giving enough context to understand what we are talking about.
The call library is also used extensively for onboarding new staff or when training meetings are to be focused on specific topics.
One of the latest additions to the sales team really appreciated being able to listen to sample calls again. It allowed her to get up to speed quickly to start prospecting effectively.
Typically, being able to listen to calls asynchronously has saved us time. We have almost eliminated shadowing sessions and therefore the loss of time that this could cause.
In terms of training, Modjo has changed the way we operate.
Recently, we set up a project on price-related discourse and Modjo enabled us to isolate extracts of calls on this specific subject in order to work more efficiently and quickly. Thanks to this work, we have prepared a training course with real content so that everyone can see the areas for improvement.
We have seen a real evolution in the way each sales person talks and price-related objections are now much better handled by the team.
Modjo also allows us to monitor the implementation of new sales techniques. Several weeks ago, we started cold calling on the Leisure market. With a conversational analysis solution like Modjo, we can :
Frankly, it was great! I think the onboarding was really complete and very simple. We were able to discover the tool together several times. Each time Tom gave us advice and practices that he had observed in other companies. The aim was to make the best use of Modjo and to quickly increase the skills of the teams.
There is a great follow-up. To be honest, we even thought that the points were sometimes a little too close together.
Absolutely! It's really an easy-to-use tool that will help to accelerate and improve the skills of teams and therefore performance.
It is a small revolution in the sales team! It is a tool that I recommend without hesitation.
The platform dedicated to the productivity and performance of customer-facing teams.
