Background & Client Overview
A leading software company specializing in Customer Experience Management (CXM) approached Malleable.AI to address challenges within their Sales Development Representative (SDR) team. The company’s platform integrates various digital channels to deliver consistent and personalized customer experiences. However, their SDR team faced challenges in identifying target accounts, gathering accurate contact information, and personalizing outreach at scale.
Malleable.AI’s goal was to equip the SDRs with the knowledge and tools to leverage AI effectively, transforming their approach to prospecting and outreach while boosting efficiency.
Business Challenges
- Target Account Identification: SDRs struggled to pinpoint high-potential leads, leading to wasted time and effort.
- Accurate Data Gathering: Sourcing reliable contact information required extensive manual research.
- Personalized Messaging at Scale: Crafting personalized outreach for large volumes of prospects proved overwhelming.
- Motivation and Engagement: Team members were hesitant to adopt new technologies, limiting innovation.
- Consistency in Messaging: Maintaining brand alignment across high-volume outreach was challenging.
- Speed: In an AI-future, teams will need to do more with less, and they had a goal to do that with their team.
Malleable.AI’s Solution
Malleable.AI implemented a tailored AI Workflow Augmentation Program to address the SDR team’s challenges:
- Foundational AI Education: Provided an overview of AI’s history, value, and relevance in maintaining a competitive edge.
- Tool Familiarization: Introduced and trained SDRs on AI platforms such as Perplexity, ChatGPT, and Microsoft’s Copilot, showcasing real-world applications.
- Interactive Workshops: Hosted live sessions demonstrating practical tips, iterating on use cases, and fostering confidence through hands-on learning.
- Prompt Engineering for Better Outputs: Simplified explanations of Large Language Models (LLMs) empowered SDRs to craft more effective prompts, enhancing AI-generated results.
- Policy-Aligned Usage: Ensured training emphasized data protection, teaching SDRs to leverage external and internal data responsibly.
Implementation
- Workflow Assessment: Thoroughly evaluated the existing SDR processes to identify areas for AI integration and improvement.
- Tool Selection: Determined the most suitable AI tools to enhance the SDR workflow, considering factors like ease of use and alignment with team goals.
- Build vs. Buy Decision Support: Guided the client through the decision-making process of whether to develop custom AI solutions or adopt existing platforms.
- Workflow Implementation: Designed and executed an AI-augmented workflow tailored to the SDR team's specific needs and objectives.
- Upskilling Strategy: Developed a comprehensive upskilling plan that included targeted training sessions with ongoing support through office hours.
Results & Impact
- Efficiency Gains:
- 62% reduction in time required for researching new accounts.
- 36% reduction in time to create personalized outreach content.
- Improved Team Motivation:
- Previously unengaged employees became enthusiastic advocates for AI tools, driving adoption and innovation.
- Consistent Messaging:
- AI-powered workflows ensured alignment with the company’s brand voice and messaging standards.
- Scalable Processes:
- The team is now equipped to manage higher volumes of outreach without sacrificing quality.
Client Testimonial
“Malleable drove high AI adoption and fluency in our sales department, unlocking significant new efficiencies” - Client Sales Director
Key Takeaways
- Effective AI Training Drives Adoption: Hands-on, relevant education ensures meaningful engagement and skill development.
- Efficiency Meets Personalization: AI tools streamline workflows while preserving a human touch.
- Policy Alignment Is Essential: Data protection practices build trust and ensure compliance.
- Scalability Through Iteration: Continuous feedback loops enhance adoption and effectiveness over time.
