Case study
B2B Tech Provider
A technology provider with 1,500+ customers and a seven-person sales team captures both sales and project calls in SentiVox — with a calibrated campaign profile for every scenario, so a demo, a renewal, and a project status call each get graded on their own terms.
What changed for the business
Sales calls and project calls are different jobs — SentiVox captures both and grades each against its own rubric, so a demo isn't scored like a status call.
Multiple campaign profiles — demos, renewals, project kickoffs, status calls — each with its own pillars and success criteria, so the grading always fits the call in front of it.
Seven salespeople serve 1,500+ customers. Every call still gets reviewed and coached — coverage that would otherwise take a layer of managers the company doesn't have.
Promises made on project calls and follow-ups from sales calls surface with next actions and due dates — nothing rides on somebody's notes.
The bottleneck
Seven salespeople carrying 1,500+ customer relationships means nobody is listening to calls — there is no QA team, and the manager who could coach is also carrying a patch. The calls themselves don’t fit one standard: what makes a great demo has nothing to do with what makes a great project status call, so any single rubric grades both badly. And the costliest leaks are commitments — a migration date promised on a project call, a pricing follow-up from a demo — that live only in whoever’s notes, until a customer brings them up first.
The SentiVox loop
The team set up multiple campaign profiles — one per scenario — so grading is calibrated to the conversation: demos and renewals score on discovery, objection handling, and next steps; project kickoffs and status calls score on commitments, clarity, and expectations set. Every captured call is graded against the right profile the same shift, each rep builds a coaching history that compounds, and every commitment or follow-up surfaces with a next action and a due date — across all 1,500+ customers, without adding headcount.
Live impact
| Metric | Before | With SentiVox |
|---|---|---|
| Calls receiving a graded review | Almost none — seven reps, no QA layer | Every captured call, sales and project alike |
| Grading fit per call type | One informal standard stretched over every scenario | A calibrated campaign profile per scenario — demos, renewals, kickoffs, status calls |
| Coaching turnaround | Ad hoc — whenever a manager sat in on a call | Same shift: every rep gets specific coaching from their own calls |
| Coverage per rep | 1,500+ customers across seven people, feedback by anecdote | Coaching history per rep that compounds call over call |
| Commitments made on calls | Living in personal notes, if anywhere | Surfaced on every call; next actions and due dates tracked in-platform |
| Leads lost to missed follow-ups | Invisible until a renewal or deal went quiet | Flagged the day of the call and routed for action |
Small team, big customer base? This is the pattern.
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