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Case Study · Outsourced Sales

Scaling Expensify from one SDR to an outbound team of 26

Expensify chose FullFunnel to staff and scale its guides team, then its outbound SDR program, growing from a single-SDR pilot to a team of 26.
Client profile
Expensify
IndustryFinancial software
CompanyPublicly traded, San Francisco
Scale10M+ people, 89K companies
ServiceGuides team and SDR program
SDR pilotNovember 2022
EngagementTBD
Results
Guides team and SDR program
10

Guides recruited, hired, and onboarded

Productive within 30 days

3

Levels of guide support

Demos, onboarding, and troubleshooting

~50

Demos booked in the SDR pilot

November to December 2022

26

SDRs on the outbound team

With a goal of up to 75

The Challenge

Rapid growth, and a team to scale fast

Expensify was expanding rapidly and struggling to meet consumer demand. It needed to scale its customer success and onboarding team in a very short period of time.

Expensify engaged several outsourced sales organizations to find the right long-term partner as it continued to scale. Its main criteria were speed of onboarding and the quality of talent provided.

What FullFunnel Did

Talent on time, then a second program

FullFunnel provided the required talent in the required time frame, and every representative passed Expensify’s comprehensive interview process and training program. FullFunnel was selected as the partner to expand the team further.

Drawing from top talent across the country, FullFunnel recruited, hired, and onboarded a team of 10 guides who were productive within 30 days, and has routinely met all of Expensify’s strict KPIs over the course of the engagement.

Sound Familiar?

This is not an Expensify-specific problem

Fast-growing companies run into the same signs:
01 Demand grows faster than the team can hire and onboard.
02 Demos, onboarding, and support compete for the same people.
03 New hires take too long to become productive.
04 Outbound pipeline depends on headcount that is not in place yet.
What FullFunnel Delivered

Three levels of support, then outbound

FullFunnel’s guides team provides three levels of support, and the relationship later expanded into an SDR-driven outbound program.
LEVEL 1

Demonstrations

Sales demos for prospects from SMB to enterprise, covering a complete functional overview of the tool: third-party software integration, mobile app functionality, policy generation, corporate card tracking, and advanced reporting.

LEVEL 2

Onboarding

Setup support for every customer, from sole proprietors up to enterprise accounts, configuring their systems to meet their specific needs.

LEVEL 3

Troubleshooting and support

Troubleshooting and general feature support for existing users, helping them get the most out of the platform.

Front-line feedback

Feedback from the front lines to improve the level of support.

Feature recommendations

Recommendations on potential new features to better serve clients.

Live training module

A live training module consumed by all guides across the company.

Sales playbook

Demo best practices, personality profile sales training, and NLP to improve conversion.
SDR pilot Close to 50 demos booked from November to December 2022, starting with one SDR.
Outcomes

What changed for Expensify

Productive in 30 days

A team of 10 guides recruited, hired, and onboarded, and productive within 30 days.

Strict KPIs met

FullFunnel has routinely met all of Expensify’s strict KPIs over the course of the engagement.

Won a competitive pilot

Engaged for one SDR alongside two competitors in November 2022, then chosen to scale the outbound initiative.

Company-wide enablement

A live training module and sales playbook adopted by all guides across the company.
What Is Next

An SDR team built to scale to 75.

After the pilot, Expensify expanded the outbound team to 26 SDRs, with the ultimate goal of growing it as large as 75.

Ready to scale your sales team?

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