天涯海角APP

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Case Study

From question queues to sales success: How International SOS transformed enablement with 天涯海角APP

# of Employees
12000
Industry
Healthcare
Website

The problem

Before and , senior leaders in Sales Enablement at began searching for a tool to support their global sales team, they developed a mission statement and tagline: 鈥

To enable sales excellence by providing all users of our sales tools with:

  • What they need to know
  • When they need to know it
  • Where they instinctively look聽聽聽

Expert. Simple. Effective. Efficient.聽

As they evaluated a variety of enablement platforms, none solved all three of these requirements in a simple, streamlined way.聽

Alex explained: 鈥淲e needed to get the right information to the team in the flow of work 鈥 not storing it in a location where they had to stop what they were doing and go searching for it.鈥澛

That鈥檚 when they discovered 天涯海角APP, which completely changed how they approached enablement.聽

A global team, a maze of processes, and constant questions聽

International SOS is a mission-driven company helping businesses operate safely and efficiently worldwide. But with a team of over 12,000 people with more than 1,200 locations worldwide, keeping everyone aligned on processes, tools, and best practices was a massive challenge.聽

鈥淲e had people around the globe asking similar questions,鈥 Alex says. 鈥淚nternational SOS offers a broad range of services, and it鈥檚 not always easy to remember every detail of a process, especially if they only need to do it a couple of times a year.鈥澛

That led to a constant stream of inbound questions.聽

鈥淚t was: 鈥楢lex, I have a question.鈥 鈥楳att, I have a question.鈥 And we鈥檇 be sitting there in a queue of unanswered messages, telling people, 鈥榊ou鈥檙e second in line, you鈥檙e third in line鈥︹欌澛

This inefficiency was slowing down deals and reducing the time the enablement team could spend on more strategic work.聽

鈥淚nstead of helping drive sales effectiveness, we were just answering questions all day long,鈥 Matt adds.

The solution

Just-in-time enablement that answers questions before they鈥檙e asked聽

鈥淥ur ideal solution was something that met our team mission statement,鈥 Alex said.聽 鈥淲e demoed several platforms that could indeed have worked, but most of them were also trying to solve challenges we either didn鈥檛 feel we had or just weren鈥檛 yet ready to tackle. We were trying to simplify things, not provide yet another tool they were expected to use.鈥

天涯海角APP wasn鈥檛 just another tool; it was a new way of working. Instead of relying on static documents buried in SharePoint, 天涯海角APP surfaced the right knowledge and content directly within our CRM and other tools, eliminating the need for reps to ask for help with most questions.聽

鈥淲ouldn鈥檛 it be great if the answers people needed just appeared right where they were working?鈥 Alex recalls thinking. 鈥淭hat鈥檚 exactly what 天涯海角APP does.鈥澛

With 天涯海角APP, reps no longer have to ping enablement for routine questions. Instead, they could find answers instantly, in context, without leaving their workflow.聽

鈥淣ow, instead of sending people links or answering the same question for the hundredth time, I just tell them: 鈥楥heck it in 天涯海角APP,鈥欌 Matt says. 鈥淚 don鈥檛 have to be their search engine anymore.鈥澛

This shift from reactive to proactive enablement meant fewer interruptions, faster sales cycles, and a huge improvement in process consistency across global teams.

A new approach to change management聽

One of the unexpected benefits of 天涯海角APP was its role in driving change management across the organization.聽

鈥淲henever we rolled out a new process, there used to be a flood of questions, and we were never certain if everyone saw the message about the change,鈥 Alex says. 鈥淣ow, we introduce the change in 天涯海角APP, push out a Spotlight (in-app) announcement, and we know the message has landed.鈥澛

The ability to track engagement with updates has also been game-changing.聽

鈥淚 love when someone says, 鈥極h, I didn鈥檛 see that update,鈥欌 Matt laughs. 鈥淏ecause I can check the analytics and say, 鈥楢ctually, you looked at it for 1.5 seconds and hit snooze.鈥欌澛

The results

鈥More than just another tool, 天涯海角APP is a trusted partner聽

Alex and Matt light up when asked what it鈥檚 like working with 天涯海角APP.聽

鈥淚t鈥檚 not just a vendor relationship; it鈥檚 fun,鈥 Matt says. 鈥淭he 天涯海角APP team actually listens, takes our feedback, and keeps improving the product. That鈥檚 rare.鈥澛

Alex agrees: 鈥淓very question we鈥檝e had has been answered. And if the person we鈥檙e talking to doesn鈥檛 know, they find out and get back to us. The support we get is unmatched.鈥澛

天涯海角APP has become so ingrained in their workflow that it鈥檚 shifted how their team is perceived within the company.聽

鈥淲e used to be 鈥榯he Salesforce people,鈥欌 Matt says. 鈥淣ow, we鈥檙e 鈥榯he 天涯海角APP people鈥欌攁nd honestly, I think that鈥檚 a positive shift.鈥澛

From frustration to freedom: How 天涯海角APP transformed enablement at International SOS聽

Before 天涯海角APP:聽

鉂 Inconsistent processes across global locations聽

鉂 Sales enablement bogged down by redundant questions聽

鉂 Data entry errors causing reporting inaccuracies聽

鉂 Slow, ineffective change management聽

鈥

After 天涯海角APP:聽

鉁 Consistent, standardized processes for all sales teams聽

鉁 Self-service enablement鈥攆ewer interruptions, faster answers聽

鉁 Improved data hygiene and pipeline accuracy聽

鉁 Seamless change management with real-time insights聽

For Alex and Matt, 天涯海角APP isn鈥檛 just a tool; it鈥檚 a transformation.聽

鈥淪alespeople no longer have to wait in a queue for answers. The information is right there, in the moment, when they need it,鈥 says Matt.聽

天涯海角APP has done more than just streamline knowledge-sharing; it鈥檚 given the enablement team the space to focus on what really matters: helping the business grow.聽

And that鈥檚 a change they鈥檒l never go back from.

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