We solved the big visibility problem by pulling all the necessary data into one dashboard instead of scattered across various software. Getting this version out there allowed us to see what data was being used the most and what was missing. We also began to receive user requests for different ways to manipulate the data on the dashboard, giving us more insight into their workflows.
The most beneficial aspect of this early version was that it provided fully granular data on sequence performance down to each individual step. It even displayed the copy of the specific email or call script, giving managers all the insight they needed when specific steps were underperforming.
The latest version of Predictable makes it easy for managers to get an overview of key performance metrics for their whole team. I worked closely with the managers to determine specific parameters that would trigger alerts like this one.
The SDR Manager dashboard also provides data on every SDR's activity; this includes when they're making calls or sending emails throughout the day and total volumes throughout the month.
This data is essential to verify earned spiffs and generate performance trends & insights.
Oh, and that manual spreadsheet to track spiffs? All automated now.
For the needs of the higher-ups, Predictable also measures company-wide performance, providing better insights that can apply to forecasting and budgeting.
Teams across the company can view project strategies and how these performed; because why re-invent the wheel if you don't have to?
By building in bits of knowledge like the one highlighted below, Predictable also helps create a solid base understanding of the meaning of metrics across the company.
Predictable also provides a much-needed solution for CMSs to maintain clients well informed. The "Handoffs" tab keeps track of every single reply received by an SDR, how it was generated, and the whole context around it. This is vital for strategy purposes and allows CMSs to have more informed discussions with clients on weekly progress calls.
The dashboard has lots of built-in triggers that make it the most reliable source of truth for the project's status. One is the SDR handoff reminder, ensuring that SDRs provide context notes.
Over the project's last few weeks, I received feedback supporting the latest designs from all the users involved in testing/ feedback rounds. Unfortunately, our team lost our developer near the end of the project, so development is currently on pause while PR finds someone to complete it.
I focused my energy on the design documentation to ensure that a new future developer will have all the necessary information to complete the work. Regardless, the existing version is functional and has already significantly improved workflows.
While I was encouraged to focus my research on talking to Managers, I rapidly understood that they didn't have the whole picture. Members of their team had often developed workflows they were unaware of, or had their own methodologies. I made sure to speak users at all levels of the organization to form a clear picture.