FullFunnel Scales Outbound Sales with Expensify

The Challenge

At the time of contacting FullFunnel, Expensify was expanding rapidly and struggling to meet consumer demand.  As a result, they were looking to scale their customer success and onboarding team in a very short period of time. Expensify engaged with several outsourced sales organizations in order to identify the right partner to work with long-term as they continued to scale. Their main focus was speed of onboarding and the quality level of talent provided. FF was able to provide the requisite talent in the required time frame and all representatives passed the comprehensive interview process and training program. Ultimately FullFunnel was selected as a partner to further expand the team and move forward in the engagement. 

The Solution

FullFunnel’s guides team is providing 3 levels of support: 

• Demonstrations:

Providing prospects with sales demonstrations which require a high level of expertise from SMB to Enterprise level customers. These demonstrations include a complete functional overview of the tool including 3rd party software integration, mobile app functionality, policy generation, corporate card tracking, and advanced reporting.

• Onboarding:

Providing onboarding support assisting all customers from a sole proprietor up to Enterprise level accounts to set up their systems to meet their specific needs.

• Troubleshooting / Support:

FullFunnel’s guides provide troubleshooting and general feature support to existing users to help them maximize the use of the platform.

The Results

FullFunnel, being able to draw from top talent across the country, was able to rapidly recruit, hire, and onboard a team 10 that was able to commence productivity within 30 days. Furthermore, FullFunnel has been able to routinely meet all of Expensify’s strict KPI’s over the course of the engagement. 

Coming from a sales perspective vs. customer service perspective, FullFunnel has also provided additional support to the Expensify team including feedback from the front lines to better improve the level of support as well as recommendations on potential new features that would better serve their clients. Additionally, FullFunnel produced a live training module and comprehensive sales playbook that was consumed by all guides across the company. This included best practices while conducting demonstrations and selling the tool to prospective customers, personality profile sales training along with neuro linguistic programing (NLP) to improve company-wide sales conversion rates. 

As a valued partner, Expensify is now turning to FullFunnel to pilot its SDR driven Outbound Sales Program. Following their process of competition among vendors, Expensify entered into an engagement with us for 1 SDR along with two competitors in November 2022. By the end of December 2022, we had booked close to 50 demos for their Guides team and were again chosen as their partner to scale for their outbound initiative. They have since expanded the team to 26 SDRs with the ultimate goal of growing the team as large as 75.