Ep. 194- Inside the Win: CX with Sam Nelson and Michael Baillargeon
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Ep. 194- Inside the Win: CX with Sam Nelson and Michael Baillargeon
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This episode of Inside the Win features Sam Nelson and Michael Baillargeon discussing a major customer success story that began with a casual conversation at a barbecue. They detail how a transportation company with 12-13 New England locations was struggling with fragmented UCaaS contracts - each site had different pricing and end dates on the same platform. Through strategic consultation, they identified key pain points including dispatchers being tied to physical phones, multiple disconnected applications, and inability to work remotely between locations. The solution involved consolidating contracts under a unified platform with advanced features like call recording, sentiment analysis, and multi-channel communication (SMS, email, voice). What started as a $2,500 MRC opportunity created a domino effect, expanding from New England to Texas, the Midwest, and Southeast. The company has 150-175 total locations with 30-40 already converted, turning this into a six-figure contract within 18 months. The episode emphasizes the importance of early engagement and understanding customer workflows to identify transformation opportunities.