How Toast Fuels Career & Skill Growth Of Their Sales Reps Through Qooper
ABOUT
Toast, Inc. is a cloud-based restaurant management software company.
LOCATION
Boston, MA.
COMPANY SIZE
5,000+
PRODUCTS USED
Sales Mentoring Program
Challenge
As a rapidly growing cloud based restaurant management software company, Toast has been doing an exceptional job with training and growing their sales professionals so that they can better assist restaurants to run their business.
As a part of this commitment, Toast has already been running a mentorship program for their sales teams to onboard them, help them hit their goals and to retain them.
However, the current mentoring program consisted of a time consuming process with non-existent and inefficient reporting, lacking the ability to structure the program properly and provide any quantitative or qualitative data.
As the existing mentoring program was cumbersome, Toast decided to start the research to find the best mentoring software for their use case that integrated well into their daily systems, was easy to use and provided reporting.
Evaluation
Toast started their research online to see what tools were available to support their program.
They looked for a flexible platform that can include the activities they wanted to send to participants, include some of their training content relevant to their sales team with flexibility on the matching algorithm as well. Also, a well integrated platform would provide ease of access for their teams which would allow adoption and therefore visible reporting.
Jordan, along with her team, decided to take next steps with Qooper to provide scalable, structured and measurable coaching, mentorship and training programs with non-biased matching. They also determined that reporting will bring valuable insights and data on attrition, support, performance and engagement of reps in the sales org.
They put together a business case to review with leadership to reduce the time commitment to run the program, to improve mentorship and learning experience and to provide qualitative and quantitative data for leadership's review.
Implementation & Adoption
During the implementation stage, Qooper's Dedicated Customer Success manager, Jessica, worked alongside the Sales Enablement Manager, Jordan to create the Sales Mentorship training program in Qooper.
At this stage, Jordan did amazing work by bringing in Toast's training content for their sales teams to combine it with the content within Qooper to create a well structured and skill growth oriented program.
Since this program is more skill based, unlike a career program that's 9-12 months, this program worked in cohorts with a 4 month duration. As Qooper supports both open enrollment and start time-stop time based formats, Toast was able to easily invite employees on different dates and have their experience be based on their join date.
As each month a new bootcamp cohort started, more mentors and mentees signed up, Jordan supported them with mentor-mentee check in sessions that were live in case questions came up.
This way, Toast and Jordan prepared their lower performing or new reps to get up to speed and hit quota through the mentorship of experienced reps.
As the program evolved, IT assisted with allowing integrations and allowing more of Toast's PowerPoints and training content to be embedded into Qooper.
Solution
The key solutions from Qooper, as expected, came with Mentor Matching, Mentorship Training, Guidance and Automated follow Ups, Tracking and Reporting.
As expected, these solutions would take the administrative workload off of Jordan's hands, meanwhile, create a smooth and well supported mentorship experience. Finally, comprehensive reporting for leadership was also provided through Qooper's Tracking, Measurement solutions and the QBR (Quarterly Business Review) prepared by Qooper's Dedicated Customer Success Manager, Jessica.
As the Toast sales reps joined the Sales Mentoring Program to improve their quota attainment, Qooper supplied them with the right mentorship match and activities to do with their mentor to improve their performance. A supporting solution here was supplying with self directed learning content so that sales reps can review best practices from internal learnings of Toast.
Results
Through Qooper's solutions, Toasts reduced the administrator workload to run the mentorship program, improved sales rep mentorship experience and provided results to leadership through Qooper's Measurements and QBRs.
Some of the key areas of skill improvements were on Prospecting, Communication and Objection handling.
More and more mentors and mentees have been joining the program with 10% of the employee population being in the pilot program with more employees joining in every month.
Additional mentorship programs also saw the outcomes with Qooper and decided to see Qooper for themselves and bring their mentorship experience to Qooper.
Toast saw the opportunity for a Career Track program to be in Qooper to help their reps find more career opportunities within Toast to further improve retention.
The program admins gained visibility into the mentees that are dedicated to developing themselves and to suggest them for promotion as well as mentors who are assisting mentees to develop themselves.
Jordan, the initial program manager received a promotion as a result of her efforts, including the Sales Mentoring Program.
Takeaways
- Qooper's templates, flexibility, ease of use and integrations helped Toast offload the heavy workload of running mentoring programs, improved mentorship experience for employees and visibility for leadership.
- Toast improved sales rep ramp up time, quota attainment and reduced employee attrition.
- Qooper is allowing additional mentorship opportunities within Toast to continue driving employee careers and skills.
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