More deals, zero typing: How Clockodo reclaims 7 hours a week for real client conversations
German B2B SaaS company Clockodo faced the challenge of managing a growing number of leads efficiently and in compliance with GDPR. With Kickscale, the team led by Chief Customer Officer Vera Keßler reduced administrative follow-up time per customer call from 30 minutes to a maximum of 10, while simultaneously creating a direct link between service and product development.
From 30 minutes to 10: How Clockodo cut post-call processing time by 66%
Results at a glance
- 66% time saved on admin: Post-call processing time dropped from 30 minutes to a maximum of 10 minutes per conversation.
- 100% focus on the customer: Sales and CS staff no longer need to frantically take notes during calls, allowing them to dedicate their full attention to the customer.
- Breaking down silos: Product owners and UX designers use licenses to analyze unfiltered, real customer feedback directly.
- Neutral, objective coaching: The integrated AI coach provides valuable performance feedback that is highly valued by the team.
- Flawless CRM data quality: Custom HubSpot properties are populated accurately in the background using tailored prompts.
The challenges before Kickscale
Before implementing Kickscale, the Clockodo customer service and sales teams operated on a traditional inbound model: marketing activities continuously generated new leads who booked demos and calls via Microsoft Teams on their own. However, the challenges during customer conversations were operationally significant.
"To be honest, our sales process before Kickscale was a bit chaotic and extremely manual. After every meeting, each employee had to laboriously write down what they had learned. Attention was always split between the customer conversation and taking notes." -Vera Keßler, Chief Customer Officer at Clockodo
The main problems with the old way of working:
- Split attention during conversations: Sales and CS staff had to listen, advise, and take manual notes simultaneously during video calls. Important customer insights were lost because their focus was divided.
- Enormous administrative follow-up effort: After every 30-minute call, employees needed another 30 minutes to painstakingly summarize the information and enter it into the HubSpot CRM. With around 20 external calls per week, this tied up valuable working hours.
- Subjective and inconsistent documentation: Each team member recorded information differently. This resulted in inconsistent data quality in the CRM, making a structured analysis of customer needs or lost deals (loss analysis) impossible.
How Clockodo uses Kickscale
Today, the entire meeting workflow at Clockodo runs fully automatically. As soon as a Microsoft Teams appointment starts, the Kickscale AI Notetaker joins the call:
- Fully automated recording & transcription: The conversation is precisely recorded and transcribed in the background – even subtle German dialects are recognized excellently.
- Tailor-made HubSpot sync: Together with Kickscale, Clockodo has defined specific prompts. Immediately after the call, these extract exactly the information needed for custom HubSpot fields (e.g., specific pain points, legacy systems used, desired integrations).
- Lightning-fast validation: After the call, the sales or CS employee opens the summary generated by Kickscale along with the follow-up email draft, makes minimal adjustments, and synchronizes the data directly into the CRM with one click.
- Telephony integration: In the CS team, the existing telephony software Placetel is being replaced by Aircall to ensure that pure phone calls can also be automatically captured via the Kickscale-HubSpot triangle.
- Developer & UX involvement: Product owners and UX designers also specifically access the pool of over 600 conversations to incorporate direct user feedback unfiltered into the product roadmap. Even developers use the tool for internal coordination meetings.
Impact and results
Drastic reduction in administrative burden
The most noticeable change is the increase in efficiency in daily work. Where employees previously had to spend half an hour painstakingly writing down what was discussed after every appointment, a maximum of 10 minutes is now sufficient to review and synchronize the automatically generated data. This corresponds to a 66% time savings per call. Extrapolated to an inbound volume of 20 customer-facing calls per week, the team gains back nearly 7 working hours weekly, which are now fully invested in personalized customer consulting.
Full focus on the person you're talking to
The quality of the conversations has fundamentally changed. Clockodo employees can be fully present during calls, maintain eye contact, and respond empathetically to the nuances of the customer conversation instead of frantically typing on a keyboard.
Neutral coaching boosts sales performance
Initial skepticism regarding "surveillance" was quickly replaced by enthusiasm within the sales team. The team values the AI Sales Coach as a neutral, unbiased sparring partner.
"The sales coaching offers incredible added value. Employees receive completely neutral feedback from the platform rather than from me as their manager. This removes any emotional component and motivates the team tremendously to improve on their own."
The platform provides emotion-free feedback on talk-to-listen ratios, speaking speed, and the setting of concrete follow-up appointments (commitment). Employees analyze their scores independently every week and thus continue to develop on an ongoing basis.
A new bridge from service to product
Previously, valuable customer feedback from support calls was often lost like a game of "telephone" on its way to the development team. Today, Clockodo's product owners and UX designers use Kickscale as a direct research tool. They search the aggregated analyses specifically for terms like "interface request" or the names of competitors to develop features precisely based on the customers' original audio.
"We have since expanded Kickscale to our product owners and the UX team. When they plan a new feature, they simply ask the platform what feedback was expressed about it in customer calls. This gives us a direct line to the customer's original voice without information getting lost through the grapevine."
Enthusiasm that rubs off on customers
An unexpected but extremely positive side effect: Clockodo's customers are so impressed by the quality of the follow-up transcripts and precise summaries that they actively ask during sales calls which tool Clockodo uses for this. The enthusiasm spills over directly to the customers.
Why Clockodo chose Kickscale
- 100% GDPR compliance: As a German provider that places a high priority on data security, hosting in Europe and uncompromising data protection were essential for Clockodo. As a European, ISO 27001-certified company, Kickscale meets these requirements perfectly.
- The complete, compelling package: Unlike the standard recording features in MS Teams, Kickscale offers a powerful combination of automated notes, direct HubSpot synchronization, and intelligent sales coaching.
- A true partnership of equals: After our initial meeting at the trade fair, a 20-minute live demo on a smartphone was all it took to convince us. The straightforward, agile collaboration with the Kickscale team was the deciding factor over impersonal US giants.
Kickscale features used
- AI Sales Notetaker: Automatically records MS Teams calls in the background, transcribing and summarizing them with high precision.
- Custom Prompting (HubSpot Sync): Extracts predefined parameters from conversations and seamlessly updates them in custom HubSpot fields.
- AI Sales Coach: Evaluates conversation dynamics (e.g., talk-to-listen ratio, pace, commitment) using objective scorecards for individual professional development.
- Search & Analytics: Allows product owners and UX designers to search the entire conversation pool by keyword for feature requests or customer feedback.
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„Kickscale ist der perfekte All-in-One-Assistent an deiner Seite. Vom Meeting über die automatisierte Informationserfassung bis hin zu wertvollen Coaching-Tipps und strategischen Analysen.“
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