Escoffier's Transformation: Enhancing Call Coaching and Sales Productivity with IoT

Auguste Escoffier School of Culinary Arts is a renowned culinary school group with campuses in Boulder, Colorado; Austin, Texas and online. The school specializes in culinary and pastry arts education, offering accredited diploma and degree programs. It has been ranked the #1 culinary school in the world by Chef’s Pencil. The school operates both on campuses and online, and in 2020, it faced the challenge of shifting to remote work while preparing to migrate to a new system. The school's leadership was in search of a telephony system that would integrate seamlessly with Salesforce and allow for call recording and monitoring.

In 2020, the Auguste Escoffier School of Culinary Arts, a top-tier culinary school with both physical and online campuses, faced a significant challenge when they had to shift to remote work while preparing to migrate to a new system. Their existing remote softphone solution lacked critical functionalities such as user login authentication, voicemail setup, and warm call transfers. This led to a decrease in lead conversion as reps struggled with the high volume of leads and the system's inflexibility. The system's technical issues prevented reps from making the required number of calls or achieving the necessary talk time. The situation was further complicated by the growing volume of applicants for Escoffier’s online programs, which the school couldn’t capitalize on due to the technical limitations of their systems. The disparate communication and tracking tools left reps blind to communication with students and unable to track and measure important data. This resulted in longer response times and confusion among potential candidates. The school's leadership needed a telephony system that would integrate seamlessly with Salesforce and allow for call recording and monitoring.

Escoffier adopted RingDNA, the Global Communications Hub from Revenue.io, which provided reps with access to student information and a record of previous communications. This allowed for personalized, thoughtful conversations with students and enabled reps to send emails, schedule meetings, and text students from one system. All data and activities were automatically captured in Salesforce, eliminating the need for manual data entry. The solution also improved coaching through call recordings, call monitoring, and a call dashboard, which allowed coaches to identify patterns and key touch points for future training. The compliance team could use the same recording and monitoring solutions to ensure adherence to state guidelines for call recordings. The implementation process was smooth and quick, taking only a couple of days to get everyone up and running on the new system.

• The implementation of RingDNA transformed the operations at Escoffier. The admissions team felt much closer to and more connected with students, as the new communication system made it easier to gain their trust. The DialNext feature made it easier for the sales team to hit their daily goals by facilitating quick and convenient dialing. The warm transfer feature improved the prospects' experience, making them less likely to drop off calls when transfers were required. The improved visibility into when prospective students requested information allowed for quicker responses. Managers could easily track response times with Revenue.io metrics and dashboards, enabling them to stay on top of trends and make necessary adjustments. The success of the original group led to the expansion of Revenue.io users from 150 reps to more than 400.

• Dramatic increase in dials and talk time within weeks of implementation
• Significant improvement in response times
• Expansion of Revenue.io users from 150 reps to more than 400, based on the success of the original group