Customer Stories
How OpenPhone built its GTM engine efficiently with Swantide
“Swantide provide a tremendous amount of value, offering us dedicated customer success support and tools to automate workflows. They’ve brought us the expertise — and saved us a ton of money by not having to hire an in-house a Salesforce engineer.”
Giancarlo Gialle
Head of Sales & Customer Success @ OpenPhone
Background
OpenPhone is a new, all-in-one phone system for teams. Their mission is to enhance the way people communicate at work by bringing the phone out of the stone age.
OpenPhone's top three goals:
Help people communicate better and be more productive
Exceed customer expectations by delivering delight and joy
Grow at scale
Challenges
OpenPhone found product-market fit, but didn’t have a defined GTM sales motion. It needed to design and build the sales engine that would allow them to grow at scale.
OpenPhone’s Head of Sales, Giancarlo Gialle, built a framework for evaluating every action his team would need to conduct, and subsequently what tools would allow them to perform those actions efficiently. Gialle knew from his time at Pinterest that CRM becomes the most crucial tool in your toolkit when the sales team starts growing. He also knew switching from a more affordable CRM with fewer features to a more advanced one like Salesforce that can actually scale would’ve been a nightmare — it’s a six-month job.
Solution
OpenPhone invested early into Salesforce. For this tool choice, implementation considerations trumped cost.According to Gialle, “Swantide provides a tremendous amount of value, offering us dedicated customer success support and tools to automate workflows. They’ve brought us the expertise — and saved us a ton of money by not having to hire an in-house a Salesforce engineer.”
Most people assume that the moment you deploy Salesforce, you need to hire a Salesforce developer. Gialle wanted to challenge that. OpenPhone wasn’t at the size yet where it made sense to invest in a full-time Salesforce developer, so they looked for an alternative solution that met all of their scalability, cost and deployment criteria. The solution was Swantide.
Outcomes
Invested early to get ahead
OpenPhone invested early in Salesforce, balancing the ROI with cost but also understanding that any change to its CRM down the line would require even more extensive time and resources.
With or without sales ops
By relying on Swantide, OpenPhone was able to hire a fast-moving problem solver that grew with the company instead of outsourcing to an interim consultant or a more expensive Salesforce developer.
