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In early 2024, Demandbase’s Solutions Consulting team had to labor through a maze of documents to respond to salespeople and take about a week to complete RFPs.
Being a comprehensive, enterprise ABM platform, Demandbase has numerous products and different methodologies of tracking and documenting information about these products internally. As a result, the Solutions Consulting team at Demandbase was wasting a large amount of their time just finding and surfacing answers to questions from their sales team.
Jack Torlucci, Senior Director, Solutions Consulting at Demandbase, recalls the frustration:
“For technical questions, SCs were spending unmeasurable time digging up answers. We’ve got a lot of different products and a lot of different methodologies of tracking or documenting information, so finding the right answer was a huge time suck,” says Jack.
In addition to that, they were using a process-heavy tool for RFPs and InfoSec questionnaires, and they had a seven-page document for all the steps that needed to happen for every RFP that came in.
The need to “step up” and find a solution to automate this resource-intensive process was acute, and the Demandbase team decided to look towards third-party vendor solutions to plug the efficiency gap.
That’s when the Demandbase team found Docket, an agentic AI platform that finds instant answers to seller queries, automates responses RFPs & InfoSec questionnaires, and creates personalized documents & collateral in just minutes.
Docket’s proprietary Sales Knowledge LakeTM technology was able to ingest critical, contextual information about Demandbase’s solution, processes, and systems, and be in a position to answer a large percentage of the questions & RFPs that Solutions Consultant used to answer manually.
To build trust in the product, Jack’s team started off by asking Docket questions, and comparing it to the process of a Solutions Consultant manually finding or composing an answer.
“We could see immediately, just how fast we get the answer versus go look up that answer side-by-side on a screen,” says Jack. “It's already composed and ready to go. And then, when you look at the answer and see how close it is, you can see, okay, great. Now I can trust this more.”
For any questions that Docket couldn’t answer, the process was iterative but easy. Jack’s team could just add some additional intelligence into the product, and Docket would learn that and be ready to give the right answer, rapidly closing any knowledge gaps.
The Demandbase team was able to scale this across not just isolated questions, but RFPs, InfoSec questionnaires, and personalized document creation. They even have their Customer Support team using Docket, who now prefer Docket’s answers to those from a chatbot built in-house and trained on support documentation.
Before Docket, the number one complaint from sales reps was that their SC was slow to respond. However, for the last three quarters, Jack hasn’t seen one sales rep say that same thing in their company’s quarterly 360 reviews.
“We don't have situations now where sales reps are going to a leader and saying, ‘This person is not responsive enough’. Because now, the SCs are not spending all that time digging for the answer. They’re just giving the answer.”
The Demandbase team now has just one person focusing on RFPs and InfoSec questionnaires, knowing they've got a product that allows them to scale, and one that can be managed end-to-end by just one person.
“For me, one of the biggest KPIs is we had 12 SCs working on upwards of five questionnaires a week. Now we have a single, centralized source that is able to scale and handle what 12 people were doing”.
Earlier, for RFPs and InfoSec questionnaires specifically, Jack’s team had to read every single question and go through multiple departments and processes to get the right answer. Now, they’ve scaled RFPs to a point where AI auto-completes up to 90% of them in just minutes, which their team can then go through and just fine tune, versus a full week of missing meetings or spending way too much time writing it manually.
When asked how likely he is to recommend Docket to a friend or a peer on a scale of 1 to 10, Jack’s answer is simple and straightforward:
“10. It's been a huge help for the team. The reality is, most of my team probably can't imagine working without it at this point”
Jack believes that having a product like Docket at Demandbase and having this level of assistance has even helped with employee retention within the Solutions Consulting team, because they’re worried they’re not going to have an AI-powered solution like this one in other organizations that makes life so easy for them.