Priority specification for automatic assignment of personnel is the deciding factor! How to optimize performance while maximizing appointments?

Helpfeel, Inc., whose vision is "to expand human potential through the invention of technology," offers Helpfeel, an FAQ system that can respond to a variety of user queries. Helpfeel is an innovative search SaaS that allows users to search for answers using any words they can think of, and its wide range of applications, including FAQs, internal knowledge searches, and product recommendations, have helped the company to expand from its release in 2019 to more than 200 companies by November 2023. The digitalization of user contact points is also helping to drive significant performance growth. Jicoo was deployed to book field sales representatives in The Model-type sales process to automate the assignment of personnel.

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Helpfeel Corporation
Helpfeel Corporation Sales Manager  Mr. Koji Takayama
Helpfeel Corporation
Development and operation of "Helpfeel", an enterprise search that delivers knowledge Development and operation of "Scrapbox", an ideation tool to refine knowledge Development and operation of "Gyazo", a media capture tool that turns information into knowledge
Industry
Technology
Role
Sales
Stage
Growth
400

Number of business meetings per month

200%

Percentage increase in organizational headcount

Maximization

Present candidate dates as a team

Problem
The dates presented to the customer are narrowing.

Helpfeel, Inc. had been making schedule bookings based on the available schedules of its staff members after assigning them, which limited the number of potential dates that could be presented to customers. We also needed to optimize the performance of each person in charge while maximizing the number of appointments with customers. Other tools have an automatic assignment function, but it is not possible to flexibly change the priority of the person in charge. The deciding factor in introducing Jicoo was its ability to meet the needs of the manager who was the administrator when assigning business meetings.

Solution
Introduction to The Model-type sales process

Jicoo was implemented to book field sales representatives in The Model type sales process. The most significant feature is the ability to specify priority in assigning a person in charge. This enables the manager to adjust the priority level while monitoring the status of the members. Assignments can also be adjusted in response to requests from members, such as when they want to focus on a particular project. This has now become an indispensable standard function, as the priority of members is changed according to the situation about once a week.

Benefit
Maximize your contact person's available dates

Helpfeel has automated nearly 400 customer bookings per month with Jicoo. As a team, Helpfeel has been able to maximize the number of available appointments for each person. The team is also able to optimize the performance of each person while maximizing the number of appointments made with customers by using priority-based scheduling. This helps us maximize appointments with customers while maintaining the quality of our service. Sales Manager Koji Takayama said, "The moment we receive an inquiry, it is the first time a customer sees us. We can make appointments with customers when they are at their most excited at the moment of inquiry, which is beneficial in shortening lead time. We originally knew the appropriate level of sales representatives and the number of appointments, but Jicoo has made it possible to allocate appointments appropriately, so it has become an indispensable standard feature. As a growing startup, we plan to continue using Jicoo in the future.

Customer Interview

Could you first tell us how you joined the company?

I joined Helpfeel as the first sales person.

At the time, the company was shifting its focus from self-serve services such as "Gyazo" and "Scrapbox" to "Helpfeel" for business-to-business.

I had been engaged in field sales for a foreign company, but I became interested in Nota (now Helpfeel) because of its strong development capabilities and in-house services that can directly reflect customer feedback.

Could you tell us about your role, Mr. Takayama?

Currently, I manage a field sales team as a sales manager, and am in the process of delegating authority and organizing the team.

In reality, I am a playing manager, so I am performing multiple tasks at the same time while working in the field.

What kind of organizational structure do you have in place?

We have adopted a sales process based on The Model, so inside sales, field sales, and customer success work together from customer acquisition to implementation support.

The field sales team to which I belong is also divided into three teams depending on their roles.

The sales organization as a whole has doubled in size from 20 last year to 40 this year, so we are in a phase of change as a company with a new structure and organization.

Could you tell us how you came to introduce Jicoo?

We have been using various services since 2020, when the use of book coordination tools began to spread.

We have used about 5 to 6 tools, some of which are no longer in service and some of which are made overseas.

We are aware that the core functions required of a scheduling tool are the same for all services.

The person in charge of IS at the time recommended Jicoo to us and we decided to implement it.

What were the deciding factors for implementing Jicoo?

The most decisive factor was the ability to specify priority in assigning staff.

Other tools have an automatic assignment function, but Jicoo allows us to flexibly change the priority of the person in charge.

This was a deciding factor in our decision to introduce Jicoo because we were able to clear the requests from the managers who are the administrators when assigning business meetings.

What kind of departments are using the system to book appointments?

The field sales department, which needs to coordinate appointments with customers, is the main user of Jicoo.

Before we implemented Jicoo, we had to assign a person in charge and then book appointments based on that person's available schedule, which limited the number of possible dates we could offer our clients.

With Jicoo, we are able to maximize the number of available dates for the person in charge as a team. We are now able to smoothly coordinate with our clients.

How many books do you book per month?

We book close to 400 appointments per month with our clients.

We are able to coordinate with clients as long as there is an available member of the team, so we are able to use our time effectively as a team.

We also find it beneficial to shorten the lead time because we can make appointments when the customer is most excited at the moment of the inquiry.

What are some of the benefits of implementing Jicoo?

As requested by managers and other administrators, we need to optimize the performance of each person in charge while maximizing the number of appointments with customers.

For example, it is necessary to make adjustments while checking the performance of members who are achieving their monthly appointment numbers, members who have a high concentration of appointments during a particular period, or members who have an event such as an exhibition that makes it difficult to respond to business meetings during that week.

Jicoo allows the administrator to adjust priorities while monitoring the status of members. In addition, assignments can also be adjusted in response to requests from members to focus on specific projects.

As a result, Jicoo is able to maximize appointments with clients while maintaining the quality of service.

What exactly do you do?

You can easily change the priority level from high to low in the member settings on the booking page.

We change the priority of members according to the situation. The frequency would be about once a week.

Originally, we knew the appropriate level of appointments with our sales reps, but Jicoo made it possible, so now it's a standard feature we can't do without.

Are there any points you would like to see improved or features you would like to see added?

I am very happy with the ability to change the priority level, but it would be nice to be able to pause assignments to specific members.

Even if the priority level is set to low, the appointment is still made if there is an available appointment, so it would be nice if the administrator could set the priority level so that no more appointments can be made.

I understand that if a member is deleted, the assignment will not be made, but it would be nice to be able to temporarily stop the assignment.

Finally, can you tell us who you would recommend it to?

I think this service is very suitable for companies that want to change their sales style from individual to team.

I believe Jicoo allows you to use your time with clients as a team by integrating your limited individual time.

I would also recommend it to companies that deal with SaaS products and startup companies.

Especially for companies like ours that are in a phase of increasing headcount year by year, it is very important to have a system in place, so I think there is a lot of value in implementing a tool like Jicoo.

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