Since it was founded in 2010, Pipedrive has provided its over 100,000 global B2B sales customers with an innovative cloud-based customer relationship management (CRM) software, generating a value of closed deals of $85 billion. The cloud-based SaaS giant boasts over 1,000 employees across eight Europe-based offices and two in the US. With customers in over 179 countries worldwide and Capterra Nonprofit CRM Software-shortlisted in 2022, the Vista Equity Partners-backed company strives to make sales success inevitable for teams worldwide.
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Daniel Figueiredo
Sales and Support Analyst, Pipedrive
Challenge
Pipedrive is great at capturing data–using their own Pipedrive CRM for managing their sales funnel, and Zendesk for collecting customer feedback and tracking customer support ratings.
However, with their data locked away in separate systems, it was challenging to deliver critical performance information to guide their teams' decision-making in a timely manner. In this way, Pipedrive wished to become more data-driven, where decisions were based on KPIs and tracked data.
With this in mind, Pipedrive started looking for an easy way to visualize employee and team KPIs on dashboards that could be displayed on TV screens throughout the office.
Solution
It was critical that Pipedrive was able to display visual, actionable data from Zendesk and Pipedrive CRM for their sales and support teams. The seamless integrations that Plecto offers between the sales and CS systems made it the perfect solution for Pipedrive.
Here's how Plecto helped Pipedrive achieve the integration, visualization, and transparency they sought to enact:
Centralized data using one-click integrations
Plecto real-time dashboards for data visualization
Plecto instant notifications to celebrate achievements
Live KPI dashboards on TV screens across Pipedrive's offices
Upon integrating their existing business systems with Plecto, the teams at Pipedrive were able to get started building dashboards and streaming them to TVs around the office in just a few clicks.
Pipedrive's customer support team is able to stay on top of their tickets with their real-time activity dashboard. Whenever a support ticket is submitted or reopened, the whole team is able to see the quantity and status of tickets on the Plecto dashboards displayed on TVs around the office.
Meanwhile, the sales team gets an impeccable live overview of their sales pipeline, so no one is working on outdated data and opportunities are easily identified.
Instant notifications for instant celebrations
Pipedrive also leverages automated notifications that trigger whenever a customer service agent completes a positively-rated support call or a sales rep wins a deal. Openly recognizing accomplishments has boosted employees' engagement and connectivity as they share knowledge and experiences with each other, bringing departments closer together. The recognition also gives individuals a sense of pride that motivates them to continue their great work, ultimately enhancing both individual and team performance.
"If you are a Pipedrive user, I would definitely say go for it. Because Plecto and Pipedrive is indeed a very powerful combination!"
Daniel Figueiredo
Sales and Support Analyst, Pipedrive
Results
Since implementing Plecto, Pipedrive displays its team targets and results on TV screens throughout the office in a transparent and motivating way. Employees can make easier, data-driven decisions, as they are provided with the perfect overview of sales and customer service performance to make fast decisions in real time. Additionally, reps and managers alike are able to identify hindrances and obstacles before these land on their desks as a result of better data transparency.
Motivated and engaged employees
Pipedrive has seen a significant improvement in team motivation by providing employees with a foundation to engage with their colleagues–making performance and achievements the new everyday conversations at the coffee machine. With Plecto dashboards accessible to all and notifications alerting when important milestones are achieved, celebrating success is something that is now done company-wide. The healthily competitive nature of the sales team, and appreciation for recognition within customer support, means employees are far more motivated to outperform.
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*Disclaimer: We are committed to data privacy. All dashboard images in this blog post have been provided by our customer, Pipedrive. Names, identification photos, and some data have been altered for security. Plecto does not access customer dashboards without written consent.
Daniel Figueiredo
Sales and Support Analyst, Pipedrive
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