Automating for real-time sales reporting in Slack
Adam and his team have built an impressive set of bots that connect Close with Slack and their data warehouse. As a result, the team gets Slack notifications when a Smart View in Close has been updated.
🚀 How it works: Smart Views
Smart Views in Close are set up to create customized lists of leads based on the criteria that you set. For example, when you search for leads that have been added within the last 7 days and haven’t been called by a rep yet, you can turn this into a Smart View that automatically updates with leads that fit this criteria.
For Getaround, sales territories are organized by zip codes. So, if one of the teams decides to expand their sales territory by adding more zip codes, Adam can run a report in Big Query to see all active zip codes.
These zip codes are updated in a Google Sheet. Then, Adam has built a Zapier automation that rewrites the connected Smart View in Close any time the Google Sheet changes. “This sheet strings together the zip codes into the search syntax that make the Smart View work,” Adam explains.
Lastly, with one more Zapier automation, the update is sent to the team through an automated Slack message.
Another set of automations that Adam has created help optimize repetitive sales tasks, each with acronyms that sound like people’s names:
Meet LISA, the listing information and scheduling automations, and SEAN, the sales enablement automations note. “It’s a web of Zaps and Google Sheets and Wiz banks,” explains Adam.
Pushing Close data to Looker dashboards
With so much sales data to handle and a small team to process it, how does Adam stay on track?
First, Adam’s team syncs their Close data to Big Query, their data warehouse. Then, they transfer this data into dynamic dashboards in Looker.
This allows them to always see a view of their current sales pipeline, trailing 6 weeks or trailing 13 weeks. Adam also uses Looker dashboards when looking at week over week lead volume, conversion to OPP, conversion to live, or time to close, and can even filter for certain lead sources.
With this view in place, it’s easier to spot trends and outliers.
But it gets better: Adam has found a hack for using his Looker dashboards to update data automatically in other places.
“Once you have a Looker report with data from Big Query,” he explains, “You simply click the SQL button, and now you have the code you need to drop into a Google Sheet. Then, you can make a column that automatically populates with that data.”
“Next,” he says, “you can set that Google Sheet to refresh on a regular basis. Then, you set up zaps to update other systems anytime the data changes. So, you can automatically update things in Close, get a message in Slack, or another type of notification based on the data from your real-time dashboards.”
The challenge for Getaround’s tech stack: Staying lean
Over time, Adam has been able to reduce the number of tools in his sales stack. This allows the whole team to stay better focused on the work at hand, and reduce costs.
Some of the tools that Adam used in the past included Intercom, Drift, and Gong.
“We tried Intercom for a bit, and had a contractor answering inquiries part-time,” says Adam. “But 8 out of 10 inquiries had nothing to do with listing a car, so we decided to go full-bot and ended up with Drift.”
With zaps, the team set up conversations funnels that added new leads to Close depending on who talked to a bot and who didn’t.
“We also had Gong, and it was fascinating to see how topics trended over time,” Adam adds. “But now, it’s pretty lean and mean. We basically use Close and Zapier, and we just added Chili Piper back into our stack.”
Getaround’s unique sales process, plus how they use Custom Statuses
It’s no surprise that this out-of-the-box company has their own distinct sales style and process.
Since Getaround’s sales team handles both inbound and outbound leads, how does the process work for each? Where do new inbound leads come from? And how does Adam keep his team up-to-date with the right information?
Let’s find out:
The outbound sales process: How Getaround focuses on their most valuable leads
To add value to the Getaround platform, Adam’s sales team must focus on getting more cars into the app and optimizing their locations to best fit the current demand.
That’s why Adam’s outbound sales team is ultra-optimized to land bigger clients with more cars to offer.
Here’s the process they go through:
“We review existing lists of businesses on the Chamber of Commerce website of the location we want to open,” explains Adam, “filtering to see all the car rental companies. This gives us the big names in the game, plus all those small, independent shops. These are the people who can use Getaround to make their lives easier and scale their car rental business.”
Gathering information is key at this stage.
“Before uploading a lead to Close, there's a lot of different data points we want to make sure we have,” Adam says. “These are essential when we start measuring leads across conversion stages of the funnel.”
That’s why Adam has a team of behind-the-scenes admin folks who help gather these essential bits of information around their new outbound leads.
Now, new leads get added to Adam’s customized Lead Status flow in Close.
Getaround uses 7 status labels in Close to indicate where a lead is in the outreach funnel:
Leads enter the funnel as New and become Open after the first outreach attempt. This allows the team to distinguish if the lead is eligible and in one of key markets.
New leads are sent to the SDR. The SDR reaches out to the lead, and goes through the unique qualifying questions for this type of business. They’re looking for key markers of a verified owner who is willing to share their car on Getaround.
Once a rep successfully contacts a lead and the lead check all the qualification boxes, they become Qualified.
If the lead does not check all the boxes, they become Disqualified. And if they are unable to reach a lead, they become Unresponsive. Finally, after leads become Qualified, sometimes subsequent discussions reveal the lead doesn’t check all the boxes and becomes Qualified-Lost. Other times, outreach is left unanswered and leads become Qualified-Expired.
Once a lead is qualified, the SDR changes this to an opportunity, and books a meeting to pass the opportunity to an AE.
Once the meeting is scheduled, this lead becomes an opportunity and enters the opportunity status flow that Adam has set up in Close:
At the Qualified status, Close tells the team 3 key data points:
✓ Is the lead eligible?
✓ Has anyone reached out to them?
✓ Are they willing to proceed?
If those three things are true, Getaround has a new qualified opportunity. The AE then takes the opportunity into their queue, and uses this phone meeting to pitch Getaround.
Of course, no sales flow is perfect: sometimes an AE schedules a meeting and the opportunity doesn’t show.
In this case, the opportunity gets sent back to the SDR, who will return to outreach and try to get the opportunity to move forward.
Once the sales pitch is delivered, this opportunity can’t help but see the value of Getaround.
At this point, the status changes to Negotiating. But as soon as the opportunity schedules the installation of Getaround’s proprietary technology into the car, their status changes to Onboarding. At this point, the opportunity has committed to the physical side of the onboarding process.
Step 7 (for NY customers)
New York has very specific requirements when it comes to car rentals, requiring renters to have commercial insurance.
So, Adam’s team has created a specific status for new customers from New York. “There’s a whole other workflow just for our New York customers,” explains Alex. “This involves talking to an insurance person and getting a quote for the insurance for this customer. So, we call this stage Quoting.”
When leads get to this final step, they are ready to go live!
“Once a customer is installed and their profile is completed, they are officially live,” says Alex. “Then, we flip the switch on that profile and it’s a car that you can rent on Getaround.”
The inbound sales process: How automations produce laser-focus and more efficient results
Efficiency is key for a small sales team, which is why Adam has tried to automate as much of the inbound process as possible.
He’s also planning to invest in booking tools that fire up from the signup landing pages. Then, if a user wants to share their car, they could book a meeting directly with the salesperson themselves, cutting out some early steps from the process.
Here’s the current inbound process that Adam has set up, plus the automations he’s put in place to save his team valuable time:
The team has built custom forms and landing pages using Webflow. When a new inbound lead fills out the form, their information is stored in Basin.
Then, Adam has set up a zap that pulls the information from Basin, converts it, and integrates it into Close.
Now, when new inbound leads come into Close, Adam doesn’t want his team wasting their time sorting through and organizing them.
“This is where our Custom Fields are worth their weight in gold,” Adam says.
“We're able to populate custom fields with the actual information they gave us. Then, based on permutations of certain questions and answers, we’ll categorize that lead as an individual car owner, an entrepreneur looking to grow a fleet, an existing auto group that needs a partnership-level sale, or just a one-call close.”
To make sure his team is on track with follow-ups, Adam uses Smart Views to monitor lead age.
“95% of people that are going to go live with a new car will do it in three weeks,” explains Adam. “So, anything older than three weeks is a mature cohort. If something isn't trending properly to where we think it should be, that cohort is added to a focus list of leads.”
The team uses different Smart Views in Close for this; a new queue, a fresh queue, and a follow up queue. These are used to establish a cadence around how often the sales team should reach out.
New inbound leads then get added to the Lead and Opportunity Status flows, as mentioned above. They move through the sales process until they’re ready to install Getaround’s device in their car and start sharing their vehicle.
Keeping the right information at hand
The best way to close deals faster is to make sure you have the right information on hand at any time.
So, how does Adam enable his team with information?
First, Adam has built out detailed sales process documents, including flow charts of the Lead and Opportunity Status flows.
These documents are hosted on a Google Site Adam calls the Sales Knowledge Center. This site is searchable, allowing junior reps to quickly search for terms such as:
How do I onboard a car?
How do I book an installation appointment?
Second, Adam has set up Close to be his sales database. When someone signs up with Getaround, they get instantly created in Close.
“We don’t operate everywhere in the US yet,” explains Adam. “So if somebody signs up in Arkansas and we’re not sure when we’ll open there, that lead is still created in Close.”
“Then, based on Smart Views, we'll make that visible when we open that market in Arkansas. It's like having a telescope that sees a certain kind of star in space: They're all there, but Smart Views allow us to see exactly what we want to look at, depending on the situation.”
Finally, the team uses Custom Fields in Close as a place to store all relevant lead (information automatically.
“I call this the back of the baseball card,” says Adam. “Look at all the stuff we’re getting!”
For example, with a custom lead assignment matrix set up in Zapier, each lead is automatically assigned based on the criteria set. “In this example,” explains Adam, “The lead was assigned to Ayfer, our ICO rep for San Francisco. This was based on the criteria that the car is listed, eligible, and that the location is in Ayfer’s territory.”
That way, the second a new lead is created, the team knows who is responsible for closing the deal.
Most of these custom fields are populated with Google Sheets and Zapier, Adam explains: “Really obvious fields, like the car make or the market, are populated automatically from Google Sheets. We can then run a Smart View in Close on just one market at a time. All of this data enables us to put leads in or out of Smart Views that a rep works.”
How Getaround uses Close to optimize and automate their process
One of the best ways to improve your flow is to make sure you’re taking full advantage of the tools you have.
Check out how Adam has done this by customizing Close to make his sales team more productive than ever:
Using Smart Views as a daily sales queue
For the sales team at Getaround, every day starts by checking their Smart View in Close. This list includes everyone they’re supposed to call that day.
One of the filters in this daily Smart View is based on the most recent call. So, as soon as the reps start calling, their daily Smart View gets smaller and smaller.
Close has allowed Adam to make the sales process dead simple: clear your queue every day. If you do only that, you will be productive.
Adam explains how this process works for his team: “The Smart Views we have are a dynamic set of criteria—when people meet the criteria, they appear in the list. And when something changes, they disappear.
We don't need to have reps manually managing call lists. They call who's in front of them—that's all they need to do.
“And as the sales leader, I'm the one who understands who they should be calling and I organize Close to enable that, without making them think.”
Taking Smart View customization to the boss level
Getaround uses Smart Views that are Smart Views of other Smart Views. There’s 3 main data points that the team relies on for smart view segmentation: Lead age/number of outreach, geography, and source.
Example searching by 'source'
The lead age views start with “New” Views. That’s basically active leads: lead has a phone number, lead has zero calls. It's new in the sense that the team hasn't tried outbound, not in terms of time.
Getaround then has different markets defined by smart views. It's basically a string of zip codes. So, there’s Boston leads, Chicago leads, Atlanta Leads.
Next, they defined SDR leads as categories of leads that have come from certain sources. So, we would have “ATL: SDR - New” and the query is: in “ATL leads” AND in “SDR leads” AND in “New queue”.
It's only leads that hit the center of the Venn Diagram of being in Atlanta, they're new, and they're from the sources that the SDR is focused on.
Getaround also has the same process for organic leads. ATL: Organic - New.
As Adam says: “We don't want AEs on the phone all day. We want AEs pitching and closing. That's something that Smart Views allowed us to do.”
How Search and Smart Views help onboard new reps at Getaround
The simplistic sophistication of Adam’s setup in Close allows Getaround to bring on new reps, train them to start using the phones by day 2, and be hyper-productive by week 2.
“As long as new reps clear their daily Smart Views,” says Adam, “they make sure they’re following up with everybody at the right cadence. That amount of activity should yield the number of opportunities an SDR is supposed to make. And then, as long as they're following the rules about how you qualify a lead, that should yield a predictable number of cars.”
Adam is then able to go to his dashboard in Looker and monitor the inbound lead volume every week. And as long as that's where it needs to be, the team should get the amount of cars they want three weeks later.
But for Adam, it’s the Search capabilities in Close that put this over the top:
“No other CRM has a simple search bar like Close,” he says. “And that doesn't make any sense to me for anyone who’s hiring junior reps. People under 25 have never lived in a world without a search bar. Google, YouTube, everything has a search bar now. This is how their life works.”
“Combining Search within the Smart Views, you can adjust the formula in the moment. For example, if junior reps are looking for leads created in the last seven days, but didn’t get any results, I teach them to simply change it to 50. Expand and contract until you get the right amount of results.”
How this sales process affects Getaround’s overall results
“Three years ago, our AEs were closing 35-40 cars per month,” says Adam. “Today, that would be a terrible month.
For Adam and his team, using the right process and the right tools have allowed them to increase their results without expanding their team.
“Close gives us the ability to automate as many parts of our sales process as possible, so that reps become superhuman. Today, our AEs close up to 85 cars in a normal month. And we can continue to push that.
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