Impact Enclosures provides high-quality outdoor living spaces in Jacksonville, Florida. Even with over 1,000 five-star reviews, they knew their sales process wasn’t where it could be—especially when onboarding and training new sales reps. They turned to Rilla to discover what took place during sales visits, and do so at scale.

The challenges

Traditionally, the best way to understand sales rep performance was for managers to join them for ridealongs. However, that method presents unique problems.

‍“A lot of times, our ridealongs didn’t feel natural. The reps felt like they were being judged while talking to the client, not only by the client but also by the sales manager,” said Owner and Sales Manager Justin McCullers.

Understandably, some reps feel nervous and don’t perform to their potential. Sales leadership needed a less intrusive way to understand what occurred during sales meetings to help reps be more confident and sell more enclosures.

Rilla keeps reps relaxed, leading to more sales

“If you don’t do sales ridealongs often, then every time you go on a sales ridealong, the rep is terrified of you,” said Co-Owner Ryan Hammer. “ With Rilla, their guard is down. They can be themselves and talk as they normally would.” 

Rilla’s analytics capabilities, like talk ratios, allow Impact Enclosures to recognize patterns that lead to better sales. “I can go back to the analytics and show my sales reps their talk ratio to help them understand why they might not be making their sales,” Justin said.

The results

Ryan uses Rilla as a learning platform, listening to new reps, sending them clips, and coaching them much more efficiently than before. “Without Rilla, I was probably doing one ridealong a week, which took eight hours. With Rilla, I can do a full day of ridealongs within about an hour.”

Rilla has also allowed Impact Enclosures to maximize their sales force. “It’s sped up our whole training process,” Justin said. In fact, their most significant ROI has been increasing the time to value for their sales team.

“Our biggest return on investment with Rilla has been our ability to train reps. Being able to listen to their interactions with their clients lets us make sure that they’re following scripts. We can assess their product knowledge and find out where their weaknesses and strengths are,” Justin said.

Their improved training process has led to an improvement in close rates. 

“Prior to using Rilla, one of our top sales reps had around a 28% closing ratio,” McCullers said. “After using Rilla, he’s been able to push his numbers up to 40%, which is huge.”

Higher close rates are great, but Rilla is doing even more for Impact Enclosures. “You can sell jobs all day long, but if you can’t deliver on what you talked about or if you mislead someone or send them down the wrong path, ops is going to have a hard time. Rilla helps us avoid that,” Ryan said. 

Rilla is now their single source of truth, where they can hear client conversations and better facilitate their needs.