Case Summary

Challenge

  • Reliance on physical whiteboard
  • Lack of visualized team insights
  • Team reluctance to celebrate success

Solution

  • TV dashboards replace whiteboards
  • Real-time call and sales updates
  • Diverse statistics visualized for the entire team

Results

  • Boost in team morale
  • More agents hired
  • Major increase in sales and contributions

Company Background

Animal Protection Denmark (Dyrenes Beskyttelse), founded in 1875, is one of Denmark's leading animal-rights advocacy groups. Its activity occurs primarily through projects and networking across the European and international levels. Animal Protection Denmark collaborates with 70 other similar groups in over 24 countries, with a special focus on lobbying in the European Parliament. Closer to home, Animal Protection Denmark works for the welfare of abandoned animals, knowledge of animal welfare, and sustainable food production, among other projects—all in service of its vision of helping animals in need, stopping animal abuse and fighting for a respectful and sustainable relationship between animals, humans and nature.


Challenge: A wish for increased engagement, motivation and performance

When Yasar Mehmood started as Head of the Telemarketing Department at Animal Protection Denmark in 2017, an important goal for him was to ensure employee satisfaction and make it fun to go to work. While there's no doubt that creating a sustainable relationship between animals and humans is good, Yasar discovered a culture challenge at hand.

“When I joined Animal Protection Denmark, the telemarketing team had no dashboard giving the team insights to their sales performance," he says.

"Although there was a whiteboard, the agents were afraid to take responsibility and share their success stories when signing up a new member. The employees had no insights into their own and team performance, and nobody celebrated the daily, weekly, and monthly wins.”

Yasar wanted to better engagement and motivation, and make it easy for employees to take responsibility for their work, all of what he hoped would create a healthy team atmosphere and a fun work environment. With this in mind, he turned to Plecto.

Customers - Plecto customer case study with Dyrenes Beskyttelse dashboard support

"Plecto showed out to be an extraordinary, effective, and flexible tool which has brought us a lot of value both financially and for the motivation, employee satisfaction, and the culture in general."

Yasar Mehmood

Head of Telemarketing, Animal Protection Denmark

Solution: Gamification and a real-time sales overview

Yasar wanted to ensure all employees were on board when debuting a workplace with an increased focus on performance and gamification.

“It was crucial for me to make sure that the employees were on board. You can’t make the most out of a new tool if the whole team isn’t with you," he says. "I wished to make sure that they wanted to take responsibility for their own performance.”

As the atmosphere was not geared to this new focus, he began by using the whiteboards already in place. He used pictures of the employees and magnets to showcase the sales KPIs, establishing a basic understanding of what KPIs were most important.

“In 2017, showcasing sales statistics on a screen in the office would have been received negatively. I included the employees in the process, and asked them where they wanted to take the department," he says. "We needed to make transparency and visibility normal in the company, which was why we used pictures of the employees to showcase individual performance.

"Once this new understanding of performance and KPIs was established, together with the employees, we found that a dashboard solution would increase engagement and motivation—all of what would help us fulfill our purpose to help animals in need, and create a sustainable relationship between animals, humans, and nature.”


Category

Sales
Customer Service


Integrations used with Plecto

Enreach Enreach

"The results of implementing Plecto have been remarkable. The employees take ownership and responsibility of the company’s key results continuously, asking to get more insights into more data. Implementing Plecto has created an atmosphere where we share our personal knowledge with each other. Visualizing performance makes for a great conversation about how we can get better together."

yasar mehmood.jpeg

Yasar Mehmood

Head of Telemarketing, Animal Protection Denmark

Results at a Glance

20% increase in average contributions

21 new agents and managers hired

25% hit rate increase

Through excellent change management and by asking the employees where they wished to take the company, Yasar was able to implement Plecto in 2018.

“The whiteboard was like a mini version of Plecto, but once I had the full buy-in from the employees, there was no question that we should turn to Plecto to improve the performance culture with advanced features, gamification, automation, and a complete (sales) overview.”

Animal Protection Denmark started with Plecto by customizing simple dashboards with the Enreach integration to showcase call statistics, campaigns, and average contribution. Yasar wanted to make sure that Plecto was applied to the full, and sought personal support by choosing the Large package.

Since implementing Plecto, agents have requested more insights, prompting Animal Protection to gear up their Plecto setup. What started as a simple dashboard has now become a tool used to visualize the whole sales process as well as support KPIs such as cross-sales, upsales, newsletter statistics, and many more.

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Results: Improvement in the most important KPIs

Before Plecto, the telemarketing team employed six agents and one team manager; now, they have 25 employees and three team managers. The organization has improved various KPIs and, as Yasar says, Plecto has played no small role in this significant progress.

“The past years, we’ve done a lot of things to improve the team atmosphere and performance. Using Plecto to make data and insights available to all employees, has, without doubt, supported this. Our hit rate has increased from 7.95% to 10%; this means a 25% improvement over two years.”

But the hit rate is not the only KPI Animal Protection has managed to positively affect since implementing Plecto.

“The average contribution has increased by 20%. The increase in the contribution has happened on the grounds of improved employee motivation," Yassar says. "It’s very simple–once you showcase performance and show trust in your team, all employees are motivated and take responsibility to reach higher goals.”

The results Yasar and the rest of the team in Animal Protection Denmark have created show a team can reach big goals when its members work together in an environment built on trust and transparency.

“The results of implementing Plecto have been remarkable," Yasar says. "The employees take ownership and responsibility of the company’s key results, continuously asking to get more insights into more data.

"Implementing Plecto has created an atmosphere where we share our personal knowledge with each other. Visualizing performance makes for a great conversation about how we can get better together.”

"In 2017, gamification and visualization was something completely unknown to the team. Now it has become a ground foundation and a tool that no one in the company can live without."

Yasar Mehmood

Head of Telemarketing, Animal Protection Denmark


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Here are your quick links to the resources of Animal Protection Denmark's winning formula:

Start skyrocketing your sales team's performance | Plecto

Elevate the performance of your customer service team with dashboard visualization | Plecto


*Disclaimer:
We are committed to data privacy. All dashboard images in this blog post have been provided by our customer, Animal Protection Denmark. Names, identification photos, and some data have been altered for security. Plecto does not access customer dashboards without written consent.

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