Whatfix improves opportunity win rate with Nektar’s Meeting Intelligence solution

Whatfix is a digital adoption platform that streamlines the user experience in navigating complex software applications. 

Nidhish Patni, Head of RevOps, leads the charge in strategizing and implementing initiatives focused on enhancing GTM effectiveness and driving revenue growth.

As Whatfix quickly grew from 15 to 150 sellers, it became much harder to predict revenue accurately. Their method of relying on verbal updates from reps and using spreadsheets wasn’t effective or easy to scale, making it tough to handle their growth properly. In response, Nidhish sought methods to reliably forecast and qualify the pipeline based on engagement metrics and past trends, instead of the subjective feelings of sales reps. 

However, there was one fundamental challenge in executing this new approach – unreliable and incomplete data capture across active and closed opportunities.

“We wanted to have some clarity on how much we are going to close this quarter. That’s where it all started. It can happen when we are so engrossed in day-to-day deals that we don’t really know, atleast at the start of the quarter or middle of the quarter, where we are trending and is there any course correction that we need to do. And these problems became real when we started growing at a fast pace.” – Nidhish Patni, Head of RevOps

Nidhish looked at data automation vendors with 3 key considerations:

1. No adoption or change management for reps or RVPs. Native integration with Salesforce.
2. Excellent after-sales support to reduce time to value.
3. Ultimately, a partner that could support both his immediate needs and future growth, ensuring a solution that would scale with his organisation’s evolving demands.

That’s where Nektar’s data automation solution supported the team by automatically capturing activity and contact data from reps’ mailbox and intelligently matching it to the right Opportunity, Contact, Account, Lead records in Salesforce. “Nektar has really changed the game for us by letting us see opportunity coverage next to the forecast category. ” said Nidhish. “With Nektar’s auto buying group capture solution we are able to solve a manual process that prevented us from getting the full picture of our opportunity reporting.” he explained.

Tracking activities and contacts not only added the necessary structure for deal inspection, but also enabled Sales reps and CSMs to easily pinpoint areas where they could intensify their efforts by looking at coverage gaps at account, opportunity, and contact level.

Now that the activities data was flowing into Salesforce, the team could test their theories on tracking high impact activities throughout the sales cycle. “So we have an internal hypothesis that wherever sellers go and meet the person, the conversion rate on those opportunities is higher for us,” said Nidhish. With Nektar’s AI-led Meeting Intelligence, the team is able to identify opportunities where in-person meetings are not happening, so that they can push the sellers.

Whatfix’s professional services team is expected to have regular engagement with the customers to ensure timely deployment of the solution. Any delay in deployment timelines impacts the revenue realisation and cash collection. 

Nidhish knew there was a better way to track delays and started using engagement data to understand why these delays happen so that they could build better playbooks and processes. “Sometimes delays were happening because our primary contact went on PTO. We wanted to track that and plan ahead for such scenarios to support our Professional services team,” said Nidhish.