Caleb & Brown saves thousands of hours with Zoom Revenue Accelerator

Caleb & Brown is a bespoke cryptocurrency brokerage in Melbourne, Australia. It serves a crypto-curious audience that wants access to crypto assets and investments but doesn’t necessarily have the knowledge to access those assets themselves.

As the interest in cryptocurrencies has grown, so has the number of calls that Caleb & Brown’s brokers field. Each broker frequently handles 30–40 customer calls daily, and the team prides itself on giving each customer a premium service.

To further their dedication to customer relationships and personalized attention, Caleb & Brown wanted conversation intelligence software that allowed them to easily reference past discussions, so they could immediately pick up where the last conversation ended.

Unfortunately, their existing solution wasn’t that sophisticated. It lacked data analysis capabilities and required brokers to tag conversations and add notes themselves. “It was quite a manual process, and it wasn’t the best use of our brokers’ time,” Dan Johnson, head of product at Caleb & Brown, says. “We needed a tool that could automatically pull these insights.”

Caleb & Brown chose Zoom Revenue Accelerator (ZRA) for its AI capabilities and its power to surface valuable conversation insights.

With ZRA, brokers can use these insights to have more meaningful and relevant conversations with their clients. ZRA’s automated summaries and information-capturing capabilities allow brokers to focus on their clients, actively listening and delivering more value, instead of manually taking notes. The result is a higher level of engagement, which can lead to increased customer satisfaction and additional sales opportunities.

In fact, since they’ve started using ZRA, Caleb & Brown has gathered valuable data from every single customer call analyzed. “Previously, only a fraction of those calls were analyzed and reviewed. Now it’s 100%, and our team doesn’t have to do anything—the software does it for us. It’s quite magical,” Dan says.

This analysis has led to significant time savings and given the team a deeper understanding of their customers.

With automatic, AI-enabled revenue insights into customer calls, Caleb & Brown now uses the intelligence gathered from conversations to guide business decisions. “When we want to start a new customer acquisition campaign or explore a new business line, we have insights into what matters most to our customers,” Dan says. “We can adjust our acquisition strategy and the key messages we use in our comms to match what we see.”

ZRA makes data sharing between teams easier, so brokers can share customer feedback with product and engineering teams—something they couldn’t do easily before. “In the past, it was quite clunky to pull a clip or audio file to share with other teams. Now, they can easily search through transcripts and provide those snippets as text snippets. It’s been a huge improvement to our workflow,” Dan says.

The enhanced collaboration—furthered by the adoption of Zoom Team Chat and Zoom Meetings—has also helped improve Caleb & Brown’s security operations. Teams can communicate faster and use ZRA to share data and call recordings to help identify bad actors and confirm client identities quickly. “Our teams can look at the data and make sure the voice and conversation style matches previous conversations. The auto-generated transcript that ZRA provides makes it much easier to search previous conversations.”

In addition to assistance with tightening security, ZRA has made it easier for Caleb & Brown to track potential compliance issues and conduct quality assurance, including during the new customer onboarding process.“When we go through a customer onboarding process, we need a lot of information from the customer to remain compliant,” Dan explains. “With Zoom Revenue Accelerator, our onboarding team can easily see what’s been collected and what’s missing.”

After each call, ZRA will automatically create a summary and generate a list of the next steps to complete the process. “Our onboarding team can now save time. When engaging with a customer, they can focus and prioritize that customer conversation, while knowing that they are remaining compliant with onboarding processes.”

Along with ZRA, Caleb & Brown adopted Zoom Phone.

As a distributed company with global teams, it was important that distance didn’t negatively impact customer experience. According to Dan, their previous provider “had significant latency issues and delays. It made conversations quite disjointed and felt very unnatural.”

Switching to Zoom Phone helped solve those issues, and with the seamless integration of ZRA, they’ve gained data analysis capabilities they didn’t have before.

Caleb & Brown has gotten so much value from Zoom Phone and ZRA that they’ve expanded their Zoom ecosystem.

One such integration involves Salesforce. ZRA integrates directly with Salesforce, which means agents no longer have to spend additional time searching for the information they need. When a customer calls, their profile pops on the screen, allowing agents and brokers to swiftly navigate through that customer's data for additional context for a particular request. “If a customer wants to update their address, for example, the agent can click, see, and change that information directly in Salesforce. The useability is phenomenal,” Dan says.

Another addition is Zoom Contact Center, which provides a better way for the global support team to service customers. Rather than support team members having unique phone numbers, they leverage intelligent routing to streamline call volume through a single phone number. This capability makes reporting much clearer, as it's easier for leadership to understand the types of conversations being had and who is having those conversations.

With so many solutions to offer, Zoom enables Caleb & Brown to improve productivity, know their customers better, and get deeper deal insights to drive more revenue.