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JK Moving grows revenue by 18%, identifying new revenue stream with insights

With conversation intelligence, JK Moving uses insights to identify growth opportunities and coach a world class sales team

18%
increase in revenue in 30 days
20%
increase in sales talk track adoption
52%
increase in First Call Resolution

For more than 35 years, JK Moving Services – the largest independently owned and operated moving company in North America – has provided local, long distance, and global relocation services to a variety of commercial, residential, and government clients. JK Moving Services was experiencing rapid growth as a result of a spike in demand of moving services across t. Leads had more than doubled, and the company needed a more efficient way to monitor performance and an optimized approach to how it coached its 30-person sales team, or moving consultants.


As part of their sales revamp program, JK Moving sought a solution that helped them understand call drivers, reduce handle times, and improve how their moving consultants were meeting the needs of interested consumers and ultimately driving more business.

Challenges

When JK Moving first kicked off its sales revamp program, they had very inefficient customer service procedures and no quality program in place. In fact, at the onset, JK Moving had black PBX phones with no call routing in place (later solved for through a different vendor). There was no way to pinpoint who was calling in, what they were calling about, and whether or not they had called several times. This made it very difficult to quickly meet the needs of interested consumers. 

When the demand for moving services exploded, JK Moving had to move quickly. With call volume at an all-time high, they needed full visibility into 100% of conversations in order to effectively coach their moving consultants with data and speed.


Solution & Results


Solving Customer Service Gaps

With the platform, JK Moving uncovered some important inefficiencies that were bogging down their sales teams. Without streamlined processes, JK Moving had long wait times that jeopardized new business by keeping callers on hold. They also found that the number of repeat callers was high as a result of manual call routing efforts.

JK Moving addressed this by creating new processes that were enforced with Observe.AI, enabling accountability and transparency across the sales team and resulting in a 52% improvement in First Call Resolution (FCR).

JK Moving also uncovered that a large percentage of callers were calling in asking about safety protocols at the onset of the novel coronavirus in early 2020. As a response to this insight, JK Moving created a specified COVID ‘Moment’, which is a feature that enables users to pinpoint a specific type of insight from 100% of interactions. By monitoring their COVID Moment, JK Moving was able to enforce that every moving consultant proactively mention that movers would be arriving with PPE masks and sanitized equipment.


Consistent, Verifiable Sales Performance

With data from Observe.AI, JK Moving also noticed that the moving consultants were more likely to close a deal when they provided a value statement prior to talking about pricing, which they began to automatically monitor with the platform. Moving consultants began to more consistently adopt scripts on how to run estimates including full packaging and valuation.

How were scripts more consistently adopted? JK Moving improved its ability to enforce scripts through the performance feature ‘Leaderboard,’ which enables JK Moving to drill into how a single moving consultant is delivering service, as well as stack rank performance to uncover trends and coach on areas of opportunity for improvement. 

Supervisor escalations now amount to less than .25% of the total number of calls thanks to better coaching via Observe.AI.


“Armed with Observe.AI, we have been able to identify strengths and weaknesses of each of our move consultants and focus on the areas of opportunity to modify behaviors, so that our move consultants mirror the best of the best.” —Ken Cohen, Senior Vice President of Business Development and Sales

Driving Revenue with actionable insights & coaching

Through the sales revamp project, JK Moving increased both average revenue per sale and revenue per person across its sales teams. Observe.AI enabled JK Moving to have a data-driven way to not only improve how moving consultants delivered service, but also to identify opportunities to expand the services they offered. With Observe.AI, JK Moving found that consumers were calling in and asking about next-day moves in high numbers; in response, they rolled out next-day moves to meet that need.

Moving consultants were required to offer Valuation as a Service and next-day moves, and their adherence to these requirements was verified and coached upon through the platform.

Within the first 30 days, JK Moving drove an additional $1M in revenue (on a run rate basis) attributed to coaching the team on key phrases and monitoring missed opportunities on the Observe.AI platform. Valuation as a Service was also attributed to another 18% increase in revenue.


Looking Ahead

JK Moving started off with 12 inside sales team members on the Observe.AI platform. In the past year, that number has grown to 100 team members from a variety of departments including inside sales, outside sales, sales support, customer care, international sales, and operations.

JK Moving has also reached record revenue increase, record profit, higher CSAT, and reduced time to resolve claims through an integrated approach to fueling CX excellence.

 “Having Observe.AI be an extra “set of eyes and ears” has been invaluable. It is an easy to implement tool which also allows you to create “Moments” within the blink of eye, driving sales up and customer issues down while ensuring a positive customer experience. The power of the platform is limited to the individual user’s imagination. It truly forces you to rethink what is possible.”


OVERVIEW
JK Moving Services is the largest independent moving company in North America. As a global leader in the relocation and logistics space, JK Moving offers commercial, residential, and international moving services along with archive, technology and storage services.
CHALLENGES
As part of their sales revamp project, JK Moving sought a solution that helped them understand call drivers, reduce handle times, and improve how their moving consultants were meeting the needs of interested consumers and ultimately driving more business.
SOLUTION
Observe.AI enabled JK Moving to have a data-driven way to not only improve how moving consultants delivered service, but also to identify opportunities to expand services and increase revenue.
FOUNDED
1979
HQ
Mercure Circle Sterling, VA
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