Sales ops · Production

Gong helps HubSpot reduce new rep ramp time and increase productivity through conversation intelligence

The problem

HubSpot's coaching culture could not scale to hundreds of salespeople: uncovering coachable moments was nearly impossible, playbook adoption could not be tracked, and the UX team lacked access to unfiltered competitive intelligence from customer conversations.

First attempt

HubSpot's pre-Gong coaching process was not sustainable: managers had no data to verify whether new reps were internalizing training, and adoption of new product playbooks could not be measured.

Workflow diagram · grounded in source
1
Sales calls captured by Gong
trigger
“he has received more call recordings from his reps in two weeks than he did in all of 2018”
2
Competitor mention tracking
ai_action
“Morgan loves that he can easily search "Competitor X" in Gong to find out how often its name is being referenced in calls”
3
Adoption reporting in seconds
ai_action
“Gong equips sales managers with the data to understand adoption in seconds vs. hours or days: "With Gong, you can create a report in 2 seconds"”
4
Manager call review and annotation
human_review
“the ability to annotate, pause, and highlight different ways to improve discovery, all within a certain window of time, is priceless”
5
Rep self-evaluation via game tape
feedback_loop
“Gong allows our sales reps to 'go back and watch the game tape'”
6
UX team extracts market intelligence
output
“Gong allows HubSpot to hear the unfiltered voice of its market, to better understand how competitors are impacting its business”
Reported outcome

HubSpot saw a significant increase in productivity per rep, new reps ramped faster and hit over 100% quota within the first few months, and the UX team shifted from reactive to proactive in product development using Gong call data.

Reported metrics
Rep productivitysignificant increase in our productivity per rep
New rep quota attainment during rampover 100% quota within the first few months of their ramp
Report creation time2 seconds
Call recording adoptionmore call recordings from his reps in two weeks than he did in all of 2018
Show all 5 reported metrics
rep productivitysignificant increase in our productivity per rep
new rep quota attainment during rampover 100% quota within the first few months of their ramp
report creation time2 seconds
call recording adoptionmore call recordings from his reps in two weeks than he did in all of 2018
new rep ramp speedramping up faster
Reported stack
GongSlack
Source
https://www.gong.io/customers/case-studies/gong-lets-hubspot-sales-reps-to-go-back-and-watch-the-game-tapes
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

HubSpot saw a significant increase in productivity per rep, new reps ramped faster and hit over 100% quota within the first few months, and the UX team shifted from reactive to proactive in product development using G…

What tools did this team use?

Gong, Slack.

What results were reported?

Rep productivity: significant increase in our productivity per rep; New rep quota attainment during ramp: over 100% quota within the first few months of their ramp; Report creation time: 2 seconds; Call recording adoption: more call recordings from his reps in two weeks than he did in all of 2018 (source-reported, not independently verified).

What failed first in this deployment?

HubSpot's pre-Gong coaching process was not sustainable: managers had no data to verify whether new reps were internalizing training, and adoption of new product playbooks could not be measured.

How is this sales ops AI workflow structured?

Sales calls captured by Gong → Competitor mention tracking → Adoption reporting in seconds → Manager call review and annotation → Rep self-evaluation via game tape → UX team extracts market intelligence.

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