Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, a CRM automation software provider that is making the use of Salesforce fast and painless. Justin joins me today to talk about the findings from their recent research (Dooly Sales Happiness Index – Key Findings November 2021), what they mean, the problem with most CRM systems and why you should make sure your company culture is product driven.

This interview follows on from my recent interview – Introducing Punk XL Part Two – Interview with Karen, Sandra De Z, Richard, Sandra T and Ari – and is number 413 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Here’s the highlights of my chat with Justin:

• Dooly recently published a piece of research called Dooly Sales Happiness Index November 2021.
• Key findings:
  • 91% of sales people report they work after hours or on weekends,
  • 62% say they do this in order to catch up on admin tasks,
  • 52% say they have to do this to successfully close deals,
  • 69% of respondents also told us that they’ve experienced burnout due to their job,
  • 73% of those said that burnout has had a really negative effect on their mental health,
  • 74% of respondents agreed that much of their time at work is spent on activities that don’t contribute to selling, and
  • 81% said that if they could reduce time spent on non revenue generating activities, they could generate more revenue for the company
• SugarCRM research 50% of all sales people’s time is spent on non sales related activities.
• In this pandemic world, there is a need for greater data and insights integrations across organizations right now.
• We hire sales reps for their ability to connect with people and their people skills but the admin burden we put on them takes them away from selling activities.
• Dooly’s research shows that 80% sales reps feel that management don’t really understand how time consuming non revenue generating activities are and 78% say that this lack of understanding actually leads to misalignment between expectations and what can be achieved.
• It’s really important to consider that what is good for your reps will often be good for the customer experience and for your business.
• CRM systems are not designed with users, and particularly sales users, in mind.
• Dooly leverages a set of AI-based tools to automate a lot of the admin time and work that sales people don’t like e.g. updating data in sales software so that and their peers and organisation can get the most out of that software.
• Check out some of Dooly’s customer stories here.
• What I’m finding is that there’s a lot more noise, and the way people are trying to cut through the noise is by generating more noise. That’s suggesting that many companies have lost their way a bit and there’s an opportunity to step back and rethink.
• The sales process, particularly in B2B sales, is a huge part of the customer’s experience.
• Justin’s best advice: Curate empathy as a skill for yourself and for your team.
• Justin’s Punk CX word: Empathy, Human and Tribe.
• Justin’s Punk CX brand: Ben and Jerry’s
  

About Justin

Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, the connected workspace pioneer and leading CRM automation software making Salesforce fast and painless. In his role as CTO, Justin leads a rapidly scaling team of technical designers and engineers.

Find out more at Dooly.ai, say Hi to them and Justin on Twitter @DoolyHQ and @jvaill and feel free to connect with Justin on LinkedIn here.

Thanks to punttim on Pixabay for the image.