Opportunity
Scaling organization needs more robust support
Bright Horizons has a considerable reach: From parents to employers, it serves a wide range of customers, each with vastly different needs and goals. Needless to say, it’s a lot for reps to manage. “We have a number of products and services,” began Karen Gauthier, senior manager of growth enablement at Bright Horizons. “We also have three different main lines of business, and all of them have unique needs.”
For reps to successfully navigate every potential selling scenario, they needed to intimately understand each prospect’s environment—and be able to speak meaningfully to Bright Horizons’ value. That’s where Bright Horizons’ enablement team came in. “The job of enablement is to serve up bite-sized content and context for a specific situation—different clients, different industries, and all of the different regulations involved,” noted Gauthier. However, the team’s previous enablement tool struggled to support them in this effort. “I was there for all the growing pains with the original tool,” explained Gauthier. “It allowed us to understand what was available, but it hit its limit in growth and scalability. We needed more.”
The previous tool just wasn’t built for a growing organization. As the team sought to equip sellers with the right content for the right moment and the right buyer, the gaps in the tool became unbearable. “People were used to just dropping content in an email and sending it out,” continued Gauthier. “We were losing not only the ability to repeat it but also track the engagement data or relate it to records in Salesforce.” For every email sent, essential data slipped through their fingertips, making it impossible to pinpoint which content or strategies worked in which scenario.
The cracks in their previous tool eventually became too painful, and the team knew they needed to make a change. “We took a long look at what we needed and did our due diligence,” shared Gauthier. “We came upon Highspot as the best-in-class tool for our needs.”