Can you introduce yourself?

My name is Mehdi and I'm in charge of Inside Sales at Ouihelp. I'm responsible for helping the team achieve its objectives and structuring a growing sales team.

How is the sales team structured and how does it operate?

We have 5 sales people in our Inside Sales team. We work a little differently from a traditional sales team, because we don't convert prospects directly.

The objective of the internal sales team is to convince caregivers that Ouihelp offers the best solution on the market by explaining the value proposition, but also by defining their needs with them and scheduling a VEB (needs assessment visit). This visit is carried out by another team: the sector managers. These are the medico-social coordinators.

The internal sales team's mission is not to convert prospects into customers, but rather to qualify needs as best they can, so that area managers can, for their part, validate or reject support after the VEB (needs assessment visit).

Why did you take Modjo and for what purpose?

I think that telecommuting has accelerated the adoption of a tool like Modjo. As you're not in direct contact with your teams, you need to know what's going on, what's being said to improve attitudes, work on arguments and analyze good behavior so you can reproduce it.

"It's a real time saver and an efficiency booster."

Modo is perfect for this. The tool allows you to analyze interactions more precisely than a traditional listening session, because you can target a particular type of call, a particular caller or a particular salesperson.

How do you use Modjo?

Framing.

When I joined the company, Modjo was already being used by the team. I relied heavily on the tool to set up two coaching sessions per salesperson every week. These sessions last 45 minutes and are specific to each person. These sessions enable me to work with them on their sales pitch, tone of voice, arguments and responses to objections, among other things.

Setting up tags to classify calls helps us a lot in finding calls to work on. I usually ask salespeople to tag the calls they want to replay and analyze during our coaching sessions. This gives us a lot of visibility.

On the advice of Tom (our regular Modjo expert), I've also proposed a weekly self-training meeting for the team, so that they can discuss two or three calls with each other. I don't necessarily intervene at this meeting. They evolve autonomously, drawing inspiration from each other and sharing best practices.

Integration.

When a new salesperson joins the team, he or she uses Modjo to listen in on the best calls. The call library really makes a difference, as all calls are referenced by type (objections, discovery calls, presentations, etc.).

At home, newcomers will mainly listen to calls in which he is tagged. His colleagues will share with him the good calls to listen to again.

Have you noticed any difference between Modjo before and after?

Before joining Ouihelp, I had some face-to-face experience. When a junior joined the company, he would shadow a senior salesperson for a week to get to know the best salespeople. He was closely supervised for a week. But after this integration period, he was left to his own devices.

With a solution like Modjo, even when telecommuting, newcomers can be supported at all times. They can listen in on calls when they have doubts, ask their manager questions and exchange ideas with their peers to help them progress.

Is Modjo used by other Ouihelp teams?

In fact, marketing, for example, will listen in on certain calls to understand our prospects, obtain information on the quality of prospects, or discuss a misunderstanding, for example.

Modjo is also a tool for sharing information between the internal sales team and regional managers. This will make it possible to share and verify information provided by sales staff. The aim is to be able to access the actual content of conversations.

In the event of a misunderstanding of the needs of the person to be supported, we are able to determine whether this is due to poor communication with the sales person or a problem in qualifying the prospect.

Do you think Modjo is a must-have for sales teams?

Today, if I had to work without Modjo, I'd lose a lot of time. It's 95% essential for me! I need to know how the sales people work, so I can support them better, identify where they need work, see when something's going wrong or if they're performing well, and so on.

It's also essential for integration and skills development. I'd say that without this tool, it's very difficult to compare yourself and it's very difficult to identify with the best salespeople.

"A high-performing person will attract other salespeople to the top. The only way he can lift his peers' spirits when they're not with him is to be seen and heard by everyone."

Today, Modjo enables a good salesperson to be seen and heard by the team.

The last word?

What I found really cool was the support you were able to provide. Tom (once again our Modjo expert) really helped me set up the tool and gave me tips on how to use it. The group call training session was suggested by Tom and it's really great!

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