Alpha Foundations Wins Big with Pathlight: 2X Appointments Booked + 25% Cost Reduction per Appointment

Pathlight Impact

Alpha Foundations’ Sales and Customer Care teams needed to transform their performance management process to achieve their aggressive growth plans. They chose Pathlight to deliver realtime performance data and AI-driven coaching with insights to all levels of the organization. The ROI on Pathlight came quickly— Alpha Foundations doubled the number of appointments booked while reducing their cost per appointment by 25%.

About Alpha Foundations

Alpha Foundations is a trusted partner on thousands of residential and commercial projects, delivering patented solutions for foundation, concrete, and sea wall repairs, as well as crawl space encapsulation. Founded in 2002, Alpha Foundations has become an industry leader and has more than 10 locations in Florida, Georgia, and Alabama. They are committed to providing their customers with the most trusted and respected foundation products and an exceptional experience through superior workmanship by seasoned experts.

Saving Time and Gaining Alignment with Data Transparency

Prior to implementing Pathlight, Alpha Foundations would generate reports from their CRM (Salesforce) and Contact Center platform (RingCentral) that outlined which agents booked the most appointments that day and other performance data. This report was then sent to their agents and leadership at the end of each day. This process was painstakingly slow; managers were spending up to one-third of their time pulling and analyzing reports. Alpha Foundations needed to remove that bottleneck and receive data and insights faster to focus on realtime execution.

Alpha Foundations now uses Pathlight to pull Salesforce CRM and phone system data realtime into an easy to navigate app that puts frontline employees in the driver's seat, giving them everything they need—from data to coaching—to manage themselves and hit their goals, and gives executives and managers instant insights into how their teams are performing.

“The old process felt very reactive to us; we were not able to make realtime performance decisions. Both our one-on-one coaching and team meetings also felt reactive. We were providing feedback and making changes based on outdated information and old habits.”

“Additionally, I was spending one-third of my time writing, running, and analyzing reports. Now, Pathlight has given me back that time. I no longer need to spend time refreshing reports throughout the day. Pathlight consolidates and analyzes everything for me and I can focus on my team and current performance.” — Renee Dawkins, Director of Customer Care.

With AI-driven coaching, Alpha Foundations managers and frontline employees now have the same top-line analysis and transparency into performance and goals. The coaching highlights are spot on, and there is alignment with frontline employees, managers, and leadership, all seeing the same top-line specific feedback.

Because it’s all realtime, the Alpha Foundations team is able to make instant micro-adjustments to improve performance. This is a huge help because agents can see if they have two calls to make up today versus six to make up at the end of the week. Team members course-correct themselves with access to this information and aren’t waiting until a weekly 1:1 with a manager. This also reduces the burden to the manager because they don’t have to pull reports from different systems and communicate performance to their agents.

Creating Results with Healthy Competition

In selecting Pathlight, Alpha Foundations recognized they needed a better pulse on team performance throughout any given period. It was also important for every team member to have access to the performance metrics of their peers.

Pathlight’s user-friendly navigation and instant access have helped to create some healthy competition! Individuals now take responsibility for their performance and hold their teammates accountable as well. Managers also use Pathlight’s Mini Goal and Contest features as a fun way to empower the team to reach their bigger goals.

With the transparency of data, everyone sees how they are doing and also how the team is doing.  If someone is behind on appointments, the team has realtime visibility, and they immediately pull together to make up the shortfall. Realtime data helps Alpha Foundations hit targets with a team approach.

“Pathlight has given us the opportunity to affect change in realtime. With the coaching and specifically the one-on-one conversation ability, we can not only track, but interact with the team as accomplishments are being made.” — Rick Malphurs, Sales Director.

Most importantly, team members recognize the value of their contribution by knowing how many incoming leads they are successfully converting to appointments for their 70+ in-home sales reps. The results have been impressive! The team has doubled the number of appointments booked and reduced their cost per appointment by 25%!

Creating a Culture Where Employees Want to Work

During this time of ‘The Great Resignation,’ it is difficult for any company to hire and retain employees. Alpha Foundations started offering remote work opportunities to expand their talent pool, but a hybrid workforce also introduced many management challenges.

Pathlight helped Alpha Foundations successfully make this transition by creating transparency and accountability. Leaders are able to hold all team members to the same standards, regardless of where they are located. Further, communications features like sending applause, tracking 1:1s, and contests with a fun, competitive spirit help remote employees feel connected to the team.

Alpha Foundations operates like a family, and they put a big focus on the people. One of the key differentiators in their service is their positive, collaborative culture and work environment.  

“Pathlight helps us build a great culture by keeping the team connected with features like peer praise and creating a fun atmosphere.  Employees love it, and being able to see their impact on the business and with their team is empowering.” — Renee Dawkins, Director of Customer Care.

Want results like Alpha Foundations? Book a demo today to see how Pathlight can help your company accelerate business outcomes and motivate your employees.