How Plecto Sales Reps Boost Productivity by Using Aircall

Collecting, organising and arranging data across multiple systems into actionable reports can be a challenging task for some companies. That's why Plecto was founded. Established in 2012, Plecto’s software consolidates data and analytics from numerous systems and organises it into simplified, meaningful reports. With Plecto, businesses can easily build customised dashboards from various sources to better track performance through metrics. Plecto’s software removes the painstaking manual process of transferring data into spreadsheets.

As a growing business with an expanding international presence, Plecto used to rely on mobile phones to conduct business. This left them with several data and productivity limitations. When Plecto approached Aircall, they were keen to find out how a cloud phone system could help make their sales teams more productive by offering greater functionality through a more agile product.

After finding success with Aircall, we wanted to discover what the secret ingredient was that was fuelling Plecto’s growth. We recently spoke with Plecto’s Partner Manager, Genesis Garcia, and Sales Development Manager, Mortimer Smith about how using Aircall with the Salesforce integration transformed their business.

“The most important app we use is Salesforce. We track the customer journey, communication, and the data that feeds into it so it’s accessible the next time we interact with the customer.” Mortimer

Keep business systems interconnected

When their search began, Genesis said they were looking for a modern phone system that was more advanced and offered them greater capabilities. While researching, they realised that cloud telephony was scalable, easy to implement, and kept applications and business systems interconnected. After learning about the many benefits of Aircall, especially the Salesforce integration—which was important as it was their existing CRM platform—they were eager to give Aircall a go.

“We were using physical phones – mobile phones from another provider, but I’d say it’s better and more modern to have a cloud-based phone system.” Genesis

Sales Teams Boost Efficiency and Productivity with the Salesforce Integration

Plecto’s sales team members use Salesforce for most of the day. Mortimer highlights how much easier it is to personalise calls with prospects using Aircall. The integration displays all the prospect’s details and their interaction history. When Mortimer and the other sales team members answer the call, they’re ready to have a meaningful conversation. He says:

“We sync calls and data during and after phone calls. The integration also automatically pulls a client’s name, contact information, and company details! When they call, we can now answer based on who they are and why they’re calling.”

Mortimer also explained that the sales reps can now take notes and add tags to calls, and it all syncs directly into Salesforce. Having the right information at their fingertips tells sales reps the best times to contact prospects so they’re more likely to engage in conversation.

In addition to sales teams, Plecto’s customer success teams also make the most of the Aircall & Salesforce integration to understand each customer’s story before starting the onboarding process.

Key Phone Features to Simplify Daily Sales Activities

According to Mortimer, the most popular Aircall features are the power dialler, click-to-dial, and warm transfer. “The ability to use the power dialler within Salesforce from one call to another, and then contact sync & call notes sync, is incredibly helpful, and the Aircall CTI is great for those purposes.”

With the new remote way of working, Genesis mentioned that about half of Plecto’s employees now work outside the office. Having a single system for internal communication makes life easier, and teams have noticed how sales reps’ performance has improved as a result of having access to call insights. She adds:

“We can now track the quantity & duration of calls each rep is making, including inbound and outbound calls. At the end of the call, the integration with Salesforce means it’s quicker to make progress with new clients and to see whether they’re ready to buy.”

Genesis also noted that they track things like agent availability, the number of incoming calls, average wait time, and average call duration. They break the data down by individual team members and teams, and the KPIs for each.

“With Aircall, we can track everything through advanced dashboards. Things like how many calls sales reps made this month versus last month and when the busiest hours are. These are exactly the data points that physical phones don’t give you, and these are critical performance metrics for us.” Genesis

Plecto’s sales reps benefit greatly from the click-to-dial and power dialling features which save them time. They also like the warm transfer feature, as it allows them to speak to another rep before transferring calls.

The Impact of Switching to a Cloud Phone System

After implementing Aircall, Genesis feels that the company is moving as one, with all departments working together efficiently. Every customer-facing team member has an Aircall number, which means all calls are routed or forwarded to the right teams to provide a consistent caller experience.

Cross-functional collaboration between teams has helped them win deals, demonstrate value to their clients, and bridge gaps.

“Aircall is critical to us, we use it all the time. I use the softphone during the workday and take advantage of the mobile app when I work outside. We use it for inbound/outbound sales and support, and the success teams use it all the time.” Mortimer

Overall, Genesis and Mortimer couldn’t be happier with Aircall because of the productivity and operational value it brings to the Plecto team.

"A business phone system should do more than just make calls. That's what Aircall does for us. The ease of integration with Salesforce and other systems is why we think Aircall is so great." Genesis