Conversation Intelligence Platform Implementation — Implementation

Project One-Pager

Conversation Intelligence Platform Implementation One-Pager

Project Type

• Category: Technical
• Primary Deliverable: Fully deployed conversation intelligence platform integrated with CRM and video conferencing, with configured trackers, coaching scorecards, dashboards, and trained GTM team actively using the system.

Phase Relevance

Phase	Applies?	Weight	Notes
1. Strategy	Yes	Med	Requirements gathering, platform selection, success criteria
2. Engineering	Yes	Heavy	Platform config, CRM integration, tracker setup, dashboards
3. Enablement	Yes	Heavy	Role-based training, adoption drive, coaching workflow setup
4. Handoff	Yes	Med	Admin training, maintenance schedule, ongoing tracker tuning

Phase Overview

  ┌──────────────┐     ┌──────────────┐     ┌──────────────┐     ┌──────────────┐
  │ 1. STRATEGY  │────>│ 2. ENGINEER  │────>│3. ENABLEMENT │────>│  4. HANDOFF  │
  │   Medium     │     │    Heavy     │     │    Heavy     │     │   Medium     │
  │ 1a->1b->1c->1d│    │ 2a->2b->2c->2d│   │ 3a->3b->3c->3d│   │ 4a->4b->4c->4d│
  └──────────────┘     └──────────────┘     └──────────────┘     └──────────────┘
   Requirements &       Platform config,    Champion rollout,    Admin handoff,
   platform selection   CRM integration,    full team training,  maintenance plan,
   + success criteria   trackers & alerts   coaching workflows   ongoing tuning

This project's flow:

• Full 4-phase. Medium strategy (requirements + vendor selection may already be done), heavy engineering (platform configuration, CRM integration, tracker setup), heavy enablement (adoption is the primary risk), medium handoff.
• If vendor is already selected, Phase 1 compresses. Platform selection steps (1c vendor demos) become optional.
• Enablement is critical: 80%+ adoption within 30 days is the target. Without active adoption efforts, the platform becomes shelf-ware. Sales reps spend only 28-30% of their time actually selling [1], and conversation intelligence aims to reduce the remaining administrative burden while adding coaching value.

Pre-Kickoff (1a)

Track A: Customer Homework

• Complete intake form covering: current recording tools, CRM type, team size, video conferencing platform, compliance requirements
• Provide CRM admin access credentials (Salesforce or HubSpot)
• Confirm executive sponsorship and legal/compliance review of recording consent
• Provide list of users to license by role (reps, managers, executives)
• Document sales methodology in use (MEDDIC, BANT, SPICED, etc.)
• List top competitors and key topics/objections to track

Track B: Architect Prep

• Audit current state of conversation visibility (what percentage of calls are recorded/reviewed today)
• Pull CRM data to assess manual note-taking burden and field completion rates
• Research recording consent requirements for client's operating states/countries
• Draft platform evaluation scorecard if vendor not yet selected
• Prepare v0 requirements document with recommended configuration approach

Refinement Loop (1b -> 1c -> 1d)

Meeting	Sub-Phase	Focus	Stakeholder	Output
Kickoff	1b	Present requirements, validate use cases	VP Sales, RevOps, IT	Confirmed requirements for v1
Vendor Demo	1c	Evaluate shortlisted platforms (if needed)	RevOps, Sales Mgr, IT	Platform selection
Config Plan	1c	Review integration plan, tracker design	RevOps, CRM Admin	Approved config spec
Sign-Off	1d	Approve platform, timeline, success KPIs	All stakeholders	Go/no-go for engineering

Phase Checklists

Phase 1: Strategy

• 1a. Pre-Kickoff complete (Track A + Track B)
• 1b. Kickoff call held, use cases confirmed
• 1c. Platform selected (or confirmed), configuration plan approved
• 1d. Success criteria signed off, compliance review complete

Phase 2: Engineering

• 2a. Tech spec created (platform config, CRM field mapping, tracker design)
• 2b. Engineering handoff meeting held with CRM admin
• 2c. Platform configured: org structure, recording settings, CRM integration, trackers
• 2d. QA/Test: recording quality verified, CRM sync validated, trackers tested

Phase 3: Enablement

• 3a. Training materials prepped (role-specific guides, quick-start docs)
• 3b. Champion pilot (10-15 users) + full team training sessions delivered
• 3c. Hypercare period complete (30 days active adoption support)
• 3d. Enablement sign-off (80%+ weekly active users)

Phase 4: Handoff

• 4a. Maintenance schedule documented (tracker tuning, user management, reporting)
• 4b. Internal handoff (SME -> Architect) complete
• 4c. External handoff complete with admin training
• 4d. Project closed and archived

Document Types

Working Documents (iterate together)

Document	Purpose	When Complete
Requirements intake form	Capture use cases, tech stack, compliance needs	All fields filled, stakeholders agree
Platform evaluation scorecard	Compare vendors against weighted criteria	Vendor selected with TCO analysis
CRM field mapping document	Map CIP data to CRM objects and fields	All fields mapped, matching rules set
Tracker design document	Define keyword trackers, topics, alert rules	10-15 high-value trackers configured
Coaching scorecard template	Define scoring criteria aligned to methodology	Approved by sales leadership

Deliverables (polished outputs)

Deliverable	Created From	Customer Uses For
Configuration documentation	CRM mapping + tracker design	Ongoing admin reference
Role-based training guides	Requirements + built platform	Onboarding new users
Coaching workflow playbook	Scorecard + coaching sessions	Manager coaching cadence
Dashboard & reporting guide	Configured dashboards	Interpreting platform insights
Admin runbook	All config docs	Self-managing platform post-handoff

Enablement Details

Training Types

Type	Audience	Focus	Duration
Rep Training	Sales Reps, SDRs/BDRs	Reviewing own calls, finding competitive intel, sharing	45 min
Manager	Sales Managers, Team Leads	Coaching workflows, scorecards, dashboards, call review	60 min
Executive	VP Sales, CRO, CMO	Executive dashboards, deal risk signals, trend analysis	30 min
Technical	RevOps, CRM Admin	Platform admin, tracker management, user provisioning	90 min
Marketing/CS	Marketing, CS Managers	Competitive intel feeds, churn signals, product feedback	30 min

Hypercare

• Applies: Yes
• Duration: 4 weeks (30-day adoption sprint)
• Office Hours: Yes -- weekly 30-min slot for first 4 weeks

Training Assets to Create

• Video walkthrough: Platform overview and navigation
• Video walkthrough: How to review and share call snippets
• Video walkthrough: Manager coaching workflow (finding coachable moments, leaving comments)
• Video walkthrough: Executive dashboard interpretation
• Doc: Quick-start guide by role (Rep, Manager, Executive)
• Doc: Privacy/compliance guidelines (what is recorded, who can see what)
• Doc: Tracker management guide (adding/editing/removing trackers)
• Doc: CRM integration field reference

Handoff & Retention

Internal Handoff (SME -> Architect)

• Key context for Architect: Platform type selected, CRM integration details, compliance settings, key stakeholder contacts, adoption metrics at handoff
• Escalation trigger: CRM sync failures, tracker overhaul requests, structural configuration changes, new team/department rollouts

External Handoff

• Final meeting agenda: Review adoption metrics, walk through admin runbook, demonstrate maintenance tasks, confirm support channels
• Documentation package: All video walkthroughs, admin runbook, configuration documentation, coaching workflow playbook, FAQ doc

Maintenance Schedule

• Monthly: Review tracker accuracy, user provisioning for new hires/departures, sync health check
• Quarterly: Full tracker audit, dashboard refresh, adoption metrics review, coaching scorecard calibration
• Who owns: Single project = customer RevOps owns | Dedicated = Architect owns

Retention/Expansion Path

If Single Project: Upsell: Managed Services (ongoing tracker optimization, reporting builds, adoption campaigns) -> if no -> Downsell: Related project (Sales Enablement Platform, Forecasting Process) -> Retry retainer

If Multi-Project (Dedicated):

• Refinement check-in scheduled: ~3 months post-launch
• Decision: Architect handles routine optimization / SME needed for structural changes

Key Assets

Asset	Format	When Used
Requirements intake form	Google Form	1a Pre-Kickoff
Platform evaluation scorecard	Google Sheet	1c Vendor evaluation
CRM field mapping template	Google Sheet	2a Tech Spec
Tracker design template	Google Doc	2c Build
Coaching scorecard template	Google Doc	3a Training Prep
Admin runbook template	Google Doc	4c External Handoff

Definition Alignment Terms

Term	Typical Definition
Conversation Intelligence	AI-powered recording, transcription, and analysis of sales/customer conversations
Tracker	Keyword or AI topic detector that flags mentions of competitors, objections, pricing, etc.
Coaching Scorecard	Structured rubric for evaluating call quality against sales methodology criteria
Talk-to-Listen Ratio	Percentage of time the rep speaks vs. listens during a call (ideal: 40-60% talk)
Deal Board	Visual pipeline view enriched with conversation signals and engagement scores
CRM Sync	Bidirectional data flow between CIP and CRM, linking conversations to accounts/opportunities
Recording Consent	Legal requirement to notify/obtain permission before recording; varies by jurisdiction (one-party vs two-party)
Engagement Score	Platform-calculated metric reflecting buyer participation, question asking, and sentiment

Common Gotchas

• Dedicated CRM integration user not created -> individual leaves, integration breaks. Always use a service account.
• Recording consent misconfigured -> legal risk in two-party consent states (CA, FL, IL, etc.). Verify state-by-state requirements before launch.
• Too many trackers at launch -> noise overwhelms users, they stop checking. Start with 10-15 high-value trackers, expand later.
• Managers not trained before reps -> reps have no one to model behavior from. Always train managers first.
• Bot joins meetings before host -> awkward customer experience. Configure bot to join 30-60 seconds after meeting starts.
• CRM matching rules too loose -> conversations linked to wrong accounts. Spend extra time testing matching logic with sample calls.

Methodology Options (if applicable)

Option	When to Use	Complexity
MEDDIC Scorecards	Enterprise sales with complex buying committees	High
BANT Scorecards	SMB/mid-market with shorter sales cycles	Low
SPICED Scorecards	Customer success-oriented deal qualification	Medium
Custom Scorecards	Proprietary sales methodology already in use	Variable

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Phase 1: Strategy

Goal: Get stakeholder sign-off on platform choice, configuration plan, and success criteria.

Output: Approved requirements document + platform selection + success KPIs with baselines.

1a. Pre-Kickoff

Two parallel tracks run before the kickoff call.

Track A: Customer Homework

What we send:

Item	Purpose	Format
Intro video	Explain what CIP is, how it transforms coaching	Video (5-10 min)
Definition Alignment Document	Get sign-off on key terms (tracker, scorecard, etc.)	Google Doc
Pre-filled intake form	Capture tech stack, team size, compliance needs	Google Form

Intake form captures:

• Current CRM (Salesforce or HubSpot) and admin access confirmation
• Video conferencing platform (Zoom, Teams, Google Meet)
• Phone/dialer system (Outreach, Salesloft, RingCentral, Aircall, or none)
• Team size by role (reps, managers, executives)
• Sales methodology in use (MEDDIC, BANT, SPICED, custom)
• Top 5-10 competitors to track
• Common objections and topics to monitor
• Recording consent status (legal review done? operating states/countries?)
• Current coaching practices (frequency, format, tools used)
• Primary use cases prioritized (coaching, deal risk, competitive intel, customer feedback)

Completion tracking: RevOps or project sponsor follows up. Do not cancel kickoff if incomplete, but push hard -- incomplete intake means ASSUMED values in v0.

Track B: Architect Prep

What the Architect does:

Step	Action	Output
1	Pull CRM data (field completion rates, activity logs)	Baseline metrics for key KPIs
2	Research recording consent requirements for client's states	Compliance configuration plan
3	Audit current conversation capture (what's recorded today)	Gap analysis (% calls unrecorded)
4	Draft use case matrix and recommended tracker categories	v0 requirements document
5	If vendor not selected: prepare evaluation scorecard	Platform comparison framework

Recording consent research: Map all states/countries where client operates. Approximately 13 U.S. states require two-party (all-party) consent including California, Florida, Illinois, and Pennsylvania [2]. Default to two-party consent configuration when in doubt -- the CIP bot announces recording at meeting start.

Critical: Mark everything as ASSUMED. The kickoff call validates.

Stakeholder Alignment Document

Get stakeholder sign-off on terms BEFORE configuring anything.

Term	Our Definition	Internally Approved?
Conversation Intelligence	AI recording + transcription + analysis of customer-facing calls	[ ] Yes / [ ] No
Tracker	Keyword/AI detector that flags competitor mentions, objections, pricing talk	[ ] Yes / [ ] No
Coaching Scorecard	Structured rubric for call quality based on your sales methodology	[ ] Yes / [ ] No
Deal Risk Signal	Platform-identified indicator that a deal may be stalling or at risk	[ ] Yes / [ ] No
Recording Consent	Legal notification/permission before recording; configuration approach agreed	[ ] Yes / [ ] No
Success Criteria	Specific KPIs with baselines and targets for measuring implementation success	[ ] Yes / [ ] No

Instructions to customer:

Review each definition with your leadership team. Check "Yes" when approved. We cannot proceed to platform configuration until recording consent approach and success criteria are aligned.

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1b. Kickoff Call

Purpose: Present v0 requirements and get alignment on use cases, platform choice, and success criteria. We walk in with a drafted configuration plan -- customer reacts, not creates from scratch.

Agenda (60-90 min)

Time	Topic	What Happens
0-15	Walk through v0 requirements	"Here's what we built from your intake form"
15-30	Validate use cases	Rank primary use cases: coaching, deal risk, competitive, feedback
30-40	Recording consent plan	Review compliance approach, confirm announcement settings
40-50	Define success KPIs	Agree on 3-5 measurable KPIs with baselines and targets
50-60	Platform discussion	Confirm vendor (if selected) or schedule vendor demos
60+	Next steps	Assign homework, schedule next meeting

What We Bring

• v0 requirements document with use case matrix
• Recording consent compliance plan
• CRM data analysis (current field completion rates, manual logging burden)
• Platform evaluation scorecard (if vendor not yet selected)
• Definition Alignment Document (pre-filled)

What We Leave With

• Confirmed use cases and priority ranking
• Validated compliance approach
• Baseline metrics for KPIs (or clear assignments to pull them)
• Platform confirmed or demo schedule set
• Alignment loop scheduled

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1c. Alignment Loop & Strategic Meeting Cadence

Purpose: Finalize platform selection (if needed) and approve configuration plan.

The Pattern

Kickoff Call (requirements + use cases)
    |
    v
Vendor Demos (if needed) -> Platform Selected
    |
    v
Config Plan Review -> Approved tech spec
    |
    v
Sign-Off -> Proceed to Engineering

Meeting Types for This Project

Meeting Type	Focus	Stakeholder	When
Vendor Demo	Evaluate 2-3 platforms against scorecard (if not pre-selected)	RevOps, Sales Mgr, IT	Week 1-2 (2-4 week pilot)
Config Plan Review	CRM integration plan, tracker design, scorecard criteria	RevOps, CRM Admin	After platform selected
Compliance Review	Recording consent settings, data retention, security	IT, Legal	Parallel with config plan
Final Review	Full configuration spec walkthrough, timeline, resource plan	All stakeholders	Before engineering starts

Platform Evaluation (if vendor not selected)

Create evaluation scorecard based on requirements. Key criteria:

Criteria	Weight	Gong	Chorus (ZoomInfo)	Clari Copilot	Jiminny
CRM native integration	25%	Score	Score	Score	Score
AI insight quality	20%	Score	Score	Score	Score
Coaching features	15%	Score	Score	Score	Score
Security/compliance	15%	Score	Score	Score	Score
Ease of admin/maintenance	10%	Score	Score	Score	Score
Video/phone integrations	10%	Score	Score	Score	Score
Pricing (TCO)	5%	Score	Score	Score	Score

Pilot approach: 2-4 week pilot with 5-10 users (mix of reps and managers). Evaluate on: recording quality, transcription accuracy, insight value, ease of use, CRM sync reliability.

Gong and Chorus alone account for over 25% of all enterprise deployments [3], making them the default shortlist for most B2B SaaS companies. However, Clari Copilot and Jiminny offer competitive alternatives at lower price points for mid-market.

Typical Timeline

Milestone	Timing
Pre-kickoff prep	3-5 days
Kickoff call	Day 1 of engagement
Vendor evaluation	2-4 weeks (if needed)
Config plan approval	1-2 weeks after vendor selected
Sign-off	When all inputs confirmed

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1d. Strategic Sign-Off

Purpose: Confirm we have everything before proceeding to platform configuration.

Validation Checkpoint

• Definition Alignment Document signed off
• Platform selected and contract signed (or confirmed if pre-existing)
• Recording consent approach approved by Legal/IT
• CRM admin access confirmed and tested
• Video conferencing admin access confirmed
• Success KPIs defined with baselines:
  • Manager call review activity (baseline: ___ reviews/month, target: 3-5 per rep/month)
  • User adoption rate (target: 80%+ weekly active by day 30)
  • Win rate improvement (target: 10-15% within 6 months) [4]
  • New hire ramp time (target: 25-30% reduction) [5]
  • CRM data quality (target: 50%+ reduction in empty Next Steps fields)
• User list finalized by role with permission levels
• Tracker categories and coaching scorecard criteria approved
• No blockers for engineering

Decision Point

• Proceed to Engineering -> Platform selected, requirements approved, access confirmed
• Hold for vendor selection -> Need more time evaluating platforms or awaiting contract

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Phase 2: Engineering

Goal: Configure the conversation intelligence platform, integrate with CRM and communication tools, and set up trackers, scorecards, and dashboards.

Output: Fully configured platform with verified recording, transcription, CRM sync, trackers, and dashboards.

Project Profile	Engineering Weight	Notes
This project	Heavy (50-60%)	Multi-system integration: CIP + CRM + video + phone + alerts

Sub-Phases

2a Tech Spec -> 2b Engineering Handoff -> 2c Build -> 2d Test

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2a. Tech Spec

Purpose: Translate approved requirements into technical configuration specifications.

Input: Signed-off requirements document, platform selection, user list, tracker categories

What happens:

1. Map organizational hierarchy to platform structure (teams, managers, reporting lines)
2. Define CRM integration specification (field mapping, matching rules, sync direction)
3. Design tracker configuration (keyword lists, AI topic categories, alert rules)
4. Define coaching scorecard criteria aligned to sales methodology
5. Specify dashboard requirements by role

Output: Technical configuration spec containing:

• Platform setup: Workspace settings, recording consent configuration, data retention policies, language/transcription settings
• CRM integration spec:
  • Dedicated integration user (service account -- never use a personal account) [6]
  • Object mapping: Conversations -> Accounts, Contacts, Opportunities
  • Field write-back config: Call summaries, Next Steps, Competitor Mentions, Key Topics to CRM fields
  • Matching rules: Email-to-Contact matching, calendar-to-Opportunity linking
• Communication integrations: Video platform (Zoom/Teams/Meet), calendar, phone/dialer
• Tracker design:
  • Competitor trackers (name variants, product names, comparisons)
  • Objection trackers (pricing pushback, timeline delays, authority questions)
  • Methodology trackers (MEDDIC criteria mentioned, BANT qualification steps)
  • Risk signal trackers (churn language, escalation requests, competitor evaluations)
  • Feature request trackers (product feedback, integration asks)
• Coaching scorecard spec: Criteria, weights, scoring scale, methodology alignment
• Dashboard specs: Executive view, manager view, marketing/CS view, automated report schedules
• Bot/notetaker settings: Join timing (30-60 sec after start), display name, participant announcement text

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2b. Engineering Handoff

Purpose: Review tech spec with CRM admin before building.

Who attends: Architect + CRM Admin + IT (for integration approvals)

Agenda (45-60 min):

Time	Topic	What Happens
0-15	Platform config overview	Walk through workspace settings, recording consent plan
15-30	CRM integration detail	Review field mapping, matching rules, sync direction
30-45	Tracker and scorecard	Review tracker categories, coaching scorecard criteria
45-60	Timeline and dependencies	Confirm who builds what, integration approval process

What Architect brings:

• Technical configuration spec (from 2a)
• CRM field inventory (existing fields to map to or create)
• Recording consent requirements by state/country
• Questions list (API limits, integration user setup, security approvals)

What CRM admin leaves with:

• Approved tech spec
• Clear list of CRM changes needed (new fields, updated layouts)
• Integration user setup instructions
• Build sequence and timeline

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2c. Build (Configure)

Purpose: Configure the conversation intelligence platform and all integrations.

Input: Approved tech spec from 2b

Build sequence:

Order	Component	System	Estimated Effort
1	Platform account + workspace setup	CIP	2-4 hours
2	Org hierarchy + user provisioning	CIP	2-4 hours
3	Recording consent configuration	CIP	1-2 hours
4	Video conferencing integration	CIP + Zoom/Teams	2-4 hours
5	Calendar integration	CIP + Calendar	1-2 hours
6	Phone/dialer integration	CIP + Dialer	2-4 hours
7	CRM integration (dedicated user)	CIP + CRM	4-8 hours
8	CRM field mapping + matching rules	CIP + CRM	4-8 hours
9	Keyword trackers + AI topics	CIP	4-6 hours
10	Coaching scorecards	CIP	2-4 hours
11	Automated alerts	CIP	1-2 hours
12	Dashboards + reports	CIP	4-8 hours
13	Data retention policies	CIP	1 hour

Total estimated build effort: 30-55 hours

CRM integration critical steps (Salesforce/HubSpot):

1. Create dedicated integration user in CRM (service account with API access)
2. Authorize OAuth connection between CIP and CRM
3. Import CRM objects: Accounts, Contacts, Opportunities, Leads
4. Configure field write-back: Call Summary, Next Steps, Key Topics, Competitor Mentions
5. Set up matching rules: link conversations to correct CRM records via email, calendar event, or opportunity
6. Create new CRM fields if needed (e.g., "Last Conversation Date," "Engagement Score," "Deal Risk Level")
7. Test with 5-10 sample conversations across different scenarios

Tracker configuration guidelines:

Start with 10-15 high-value trackers. Over-engineering trackers is one of the most common implementation mistakes -- dozens of keyword trackers generate noise requiring significant ongoing maintenance. Use AI topic detection (available in Gong, Chorus) rather than relying solely on exact keyword matches.

Tracker Category	Example Phrases/Topics	Alert To
Competitors	"[Competitor A]," "[Competitor B]," "other vendors," "evaluating"	Sales Mgr
Pricing objections	"too expensive," "over budget," "need discount," "pricing"	Sales Mgr
Next steps	"next steps," "follow up," "action items," "schedule"	Rep (self)
Churn signals	"cancel," "not renewing," "looking at alternatives," "frustrated"	CS Mgr
Feature requests	"wish it could," "feature request," "roadmap," "missing"	Product
Legal/escalation	"legal," "escalate," "contract issue," "compliance"	Sales Mgr
Methodology (MEDDIC)	"decision maker," "economic buyer," "timeline," "metrics"	Sales Mgr

Build tracking:

• Component 1: Platform account and workspace
• Component 2: Org hierarchy and users
• Component 3: Recording consent
• Component 4: Video conferencing
• Component 5: Calendar integration
• Component 6: Phone/dialer
• Component 7: CRM connection
• Component 8: CRM field mapping
• Component 9: Trackers and topics
• Component 10: Coaching scorecards
• Component 11: Alerts
• Component 12: Dashboards and reports
• Component 13: Data retention

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2d. QA / Test + Sign-Off

Purpose: Verify all integrations work and platform is ready for users.

Two types of testing:

Type	Who	Purpose
Technical Testing	Our team	Verify integrations, data flow, tracker accuracy
Customer Testing	Customer	Verify it meets their use cases, data looks correct

Technical testing checklist:

• Recording works on all configured platforms (Zoom, Teams, Meet)
• Recording consent announcement plays/displays correctly
• Transcription quality is acceptable (spot-check 5+ calls)
• Speaker identification works (reps vs. prospects correctly labeled)
• CRM sync: conversations link to correct Account/Contact/Opportunity
• CRM field write-back: summary, next steps, key topics populate correctly
• No duplicate records created in CRM
• Trackers fire on expected keywords/topics (test with sample calls)
• Coaching scorecards display correctly and criteria match methodology
• Dashboards render with correct data (manager view, executive view)
• Automated alerts trigger and deliver to correct recipients
• User permissions work correctly (reps see own calls, managers see team)
• Bot join timing is appropriate (not joining before host)
• Data retention policies applied correctly

Customer testing:

• Walk CRM admin through integration settings and sync logs
• Have a sales manager review 2-3 real calls using coaching scorecard
• Have a rep search for a specific topic or competitor mention
• Verify executive dashboard shows meaningful data
• Test edge cases: internal-only meeting (should not record), declined meeting, multi-party call

Engineering sign-off checkpoint:

• All integrations connected and syncing
• Recording quality verified across all channels
• CRM data accuracy confirmed (>95% correct matching)
• Trackers tested and refined
• Dashboards approved by stakeholders
• Ready for champion pilot

Decision point:

• Proceed to Enablement -> Platform configured, tested, and approved
• Loop back to Build -> Integration issues, tracker inaccuracy, or data quality problems

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Phase 3: Enablement

Goal: Drive 80%+ adoption within 30 days through champion pilot, role-based training, coaching workflow establishment, and active adoption management.

Output: Trained GTM team actively using the platform for coaching, deal review, and competitive intelligence. Established coaching workflows. No critical issues.

Sub-Phases

3a Training Prep -> 3b Training Sessions -> 3c Hypercare -> 3d Enablement Sign-Off

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3a. Training Prep

Purpose: Create role-specific training materials from configuration documentation and platform.

Input: Technical configuration spec + built platform + coaching scorecard + dashboard designs

Output: Training package containing:

• Rep training guide: How to review own calls, find competitive intel, share snippets, use AI summaries for CRM updates
• Manager training guide: How to find coachable moments, use scorecards, run coaching 1:1s with call data, track team metrics
• Executive guide: How to read dashboards, interpret deal risk signals, use trending data for forecast calls
• Admin guide: User provisioning, tracker updates, integration health monitoring, troubleshooting common issues
• Marketing/CS guide: Accessing competitive intel feeds, monitoring churn signals, finding product feedback
• FAQ document: Addressing privacy concerns ("Am I being watched?"), access controls, data retention, best practices
• "Day in the life" examples: What each role's first 10 minutes in the platform look like

Critical messaging point: Position as coaching and enablement, NOT surveillance. Research shows 81% of sales organizations now use AI in coaching, with a direct correlation to revenue growth (83% vs. 66% for non-adopters) [7]. Frame accordingly: "This helps you win more deals" for reps, "This makes you a better coach in less time" for managers.

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3b. Training Sessions

Purpose: Transfer knowledge to customer team through champion pilot and full rollout.

Phase 3b runs in two stages:

Stage 1: Champion Pilot (2 weeks)

Select 10-15 champions across teams (mix of enthusiastic and influential users -- include at least 2-3 managers).

Activity	Timing	Purpose
Champion kickoff training	Day 1	60-90 min live session with full platform walkthrough
White-glove support	Days 1-14	Daily check-ins, immediate issue resolution
Feedback collection	Day 7 + Day 14	Survey + interviews on config, usability, value
Config iteration	Days 7-14	Refine trackers, alerts, and workflows from feedback
Identify adoption blockers	Ongoing	Surface and address "surveillance" perception early

Champion selection criteria:

• Mix of top performers and average performers (not just power users)
• At least 2 managers who will coach using the tool
• Representatives from each team/department being rolled out to
• At least 1 skeptic (if they convert, they become the most credible advocate)

Stage 2: Full Team Rollout

Session	Audience	Duration	Focus
Manager training	All sales managers	60 min	Coaching workflows, scorecards, team dashboards
Rep training (sales)	AEs, SDRs/BDRs	45 min	Call review, snippets, competitive intel, AI notes
Rep training (CS)	CSMs, Account Managers	45 min	Churn signals, expansion cues, account health
Executive briefing	VP Sales, CRO, CMO	30 min	Dashboards, deal risk, strategic insights
Marketing briefing	Product Marketing, Demand Gen	30 min	Competitive intel, messaging effectiveness
Admin deep-dive	RevOps, CRM Admin	90 min	Full admin capabilities, troubleshooting

Training delivery principles:

• Train managers BEFORE reps (managers model behavior and answer questions)
• Use real examples from champion pilot (anonymized if needed) to demonstrate value
• Show reps a "quick win" in the first session (find competitive intel on a recent deal, see AI-generated call summary)
• Record all sessions as video walkthroughs for async learners and future new hires
• Set up a shared channel for questions and tips
• Establish usage expectations: managers review 3-5 calls per rep per month, reps review 1 own call per week

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3c. Hypercare

Purpose: 30-day intensive adoption sprint to establish habits before users disengage.

Duration: 4 weeks

What happens:

Week	Activity	Metric Target
1	Daily adoption tracking (logins, calls reviewed, comments)	60%+ of users logged in
2	1:1 outreach to non-adopters, "quick wins" campaign	70%+ weekly active users
3	Manager coaching workflow launch (structured call reviews)	75%+ weekly active, managers reviewing
4	Celebrate wins publicly, address remaining friction	80%+ weekly active users

Adoption tracking metrics (daily in weeks 1-2, then weekly):

• User logins (by role)
• Calls reviewed per user
• Comments/coaching notes left (by managers)
• Snippets shared
• Tracker alert engagement
• Dashboard views

Adoption playbook:

• Non-adopters (not logged in after day 5): 1:1 outreach with specific "try this" task relevant to their role
• Low adopters (logged in but not engaging): Pair with champion for a 15-min walkthrough of their actual recent calls
• Managers not coaching: Schedule 1:1 with sales leader to review coaching workflow and set expectations
• Quick wins to drive engagement: Help a manager find a coaching moment from a recent lost deal. Help a rep find competitive intel from a prospect call. Show executive a deal risk signal that matches their intuition.

Weekly office hours: 30-min open slot where anyone can join with questions or issues. Record and post for async review.

When to skip: Hypercare should NOT be skipped for this project type. Adoption is the primary risk. Without active 30-day adoption management, conversation intelligence platforms become shelf-ware within 60 days.

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3d. Enablement Sign-Off

Purpose: Confirm adoption targets are met and customer can operate independently.

Validation checkpoint:

• All training sessions delivered (rep, manager, executive, admin)
• Training recordings and documentation provided
• Champion pilot feedback incorporated into configuration
• 80%+ of licensed users logging in weekly
• Managers actively reviewing calls and leaving coaching comments
• Coaching workflow established (regular call review cadence)
• No critical integration issues outstanding
• Customer admin can provision users and update trackers
• Ready for handoff

Decision point:

• Proceed to Handoff -> Adoption targets met, no critical issues, admin team trained
• Extend Hypercare -> Adoption below 70%, managers not coaching, integration instability

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Phase 4: Handoff

Goal: Clean project close with maintenance plan established, admin team independent, and retention/expansion path set.

Output: Maintenance schedule documented, internal context transferred, customer owns the system, project archived, future revenue path established.

Structure:

4a Maintenance Schedule -> 4b Internal Handoff -> 4c External Handoff -> 4d Project Close

Maintenance ownership by engagement type:

Engagement Type	Who Owns Maintenance	Handed Off At
Single Project	Customer owns	4c (External Handoff)
Dedicated (Multi-Project)	Architect owns	4b (Internal Handoff)

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4a. Maintenance Schedule

Purpose: Document what needs ongoing attention after implementation -- tracker tuning, user management, adoption monitoring, and integration health.

Standard Maintenance Framework

Monthly Tasks:

Monthly Task	What to Check	Red Flag Threshold
User provisioning	New hires added, departures removed, roles updated	>5 unlicensed active users
Tracker accuracy review	Sample 10 tracker hits: are they relevant or noise?	>30% false positive rate on any tracker
CRM sync health check	Integration status, sync errors, matching accuracy	>5 sync errors in a month, or integration down
Adoption metrics	Weekly active users, calls reviewed, coaching activity	Adoption drops below 70%
Recording quality spot-check	Transcription accuracy, speaker ID correctness	Consistent transcription errors on a platform

Quarterly Tasks:

Quarterly Task	What to Review	Action if Off-Track
Full tracker audit	All trackers: relevance, accuracy, coverage	Archive low-value trackers, add new categories
Coaching scorecard calibration	Are scorecard criteria still aligned to methodology?	Update criteria, retrain managers if changed
Dashboard and report refresh	Are stakeholders using dashboards? Any new needs?	Add/modify dashboards, retire unused ones
KPI progress review	Win rate, ramp time, CRM data quality vs. baselines	Adjust configuration, expand tracker coverage
Competitor tracker update	New competitors emerged? Old ones irrelevant?	Add new competitor trackers, archive outdated

After First Business Cycle (60-90 days post-launch):

• Adoption validation: Has weekly active usage stabilized above 80%?
• Coaching impact check: Are managers actually changing behavior based on call insights?
• KPI first look: Any early signal on win rate, ramp time, or CRM data quality improvement?
• Tracker ROI: Which trackers are generating the most actionable insights? Which are pure noise?
• Key question: Is the platform changing behavior, or just generating data no one acts on?

Refinement Triggers (when to re-engage):

Trigger	Threshold	Response
Adoption decline	Drops below 60% weekly active	Re-run adoption sprint, diagnose root cause
Manager coaching stops	<1 call review per rep per month	Manager re-training, escalate to VP Sales
CRM sync breaks	Integration disconnected >24 hours	Emergency troubleshoot, verify integration user
New team/department rollout	New team >10 users needs onboarding	Scope mini-enablement project
Platform migration	Switching CIP vendors	Scope new implementation project

Every 6-12 Months:

• Full platform health assessment: integrations, tracker library, scorecard criteria, dashboard utilization
• Vendor relationship review: contract terms, feature roadmap, pricing changes
• Coaching program evolution: advanced coaching scenarios, peer coaching enablement, call library curation
• Cross-functional expansion: evaluate use cases for marketing, CS, product that are not yet active

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4b. Internal Handoff (SME -> Architect)

Purpose: Transfer context so Architect can manage ongoing relationship.

What the Architect needs to know:

• Platform selected and key configuration choices (recording consent approach, tracker philosophy)
• CRM integration details (dedicated user, field mapping, matching rules)
• Customer context: key stakeholders (project sponsor, CRM admin, sales leader champion), adoption trajectory, outstanding issues
• Compliance configuration (two-party consent states, bot announcement settings)
• Common issues and how to resolve them (see troubleshooting scenarios below)
• When to escalate back to SME

Escalation guidelines:

Issue Type	Who Handles
User provisioning, basic tracker edits	Architect or customer admin
CRM sync errors, integration reconnection	Customer admin (runbook) or Architect
Scorecard redesign, new methodology alignment	SME re-engagement
New department rollout (>10 users)	SME scopes mini-project
Platform migration or major reconfiguration	SME scopes new project

For Dedicated engagements: Architect also receives the maintenance schedule (4a) and becomes responsible for executing monthly/quarterly tasks. SME walks Architect through each task during handoff.

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4c. External Handoff

Purpose: Formal project completion with customer.

Final project meeting (60 min):

Time	Topic	What Happens
0-15	Adoption metrics review	Present 30-day adoption data vs. targets
15-30	Admin runbook walkthrough	Demonstrate key admin tasks (user mgmt, trackers, sync)
30-45	Maintenance schedule review	Walk through monthly/quarterly tasks and red flag triggers
45-55	Open Q&A	Address remaining questions
55-60	Project close	Confirm project complete, establish support channels

Documentation package:

• All training video walkthroughs (rep, manager, executive, admin)
• Admin runbook (user management, tracker updates, integration troubleshooting)
• Configuration documentation (all settings, field mappings, tracker definitions)
• Coaching workflow playbook (cadence, scorecard usage, best practices)
• FAQ document (privacy, access controls, troubleshooting)
• Definition Alignment Document (final version)
• Maintenance Schedule (for Single Project -- customer runs this themselves)
• KPI tracking dashboard (baseline vs. current performance)

For Single Project engagements: Walk the customer through the maintenance schedule in detail. Record a video walkthrough. Ensure CRM admin is confident managing: user provisioning, tracker updates, sync monitoring, and escalation to vendor support.

Output: Customer owns the system. Project formally complete.

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4d. Project Close

Purpose: Clean internal wrap-up + establish retention/expansion path.

Archive Checklist

• All project artifacts saved to proper location
• Handoff documentation complete
• Project status updated in tracking system
• Time/billing finalized
• Adoption metrics documented (30-day snapshot)

Internal Debrief (Optional but Recommended)

• What went well? (Champion pilot approach, tracker design, CRM integration)
• What would we do differently? (Timeline, stakeholder engagement, training format)
• Any learnings to feed back into SOPs or playbook? (New gotchas, better tracker templates)
• Recording consent complexity -- any new state/country edge cases?

Retention / Expansion

Two paths based on engagement type:

Engagement Type	Path
Single Project	Upsell -> Downsell -> Retry
Multi-Project (Dedicated)	Schedule Refinement Check-In

Single Project Path:

1. Upsell: Managed Services (ongoing optimization, tracker tuning, adoption campaigns)
   | if no
   v
2. Downsell: Related project (Sales Enablement Platform, Forecasting Process, Revenue Intelligence)
   | if yes
   v
3. Retry retainer at end of next project cycle

Script:

"Now that the conversation intelligence platform is live and your team is actively using it, there are two ways we can continue working together. Option 1: We handle ongoing optimization -- tracker tuning, adoption campaigns, new team rollouts, quarterly reviews. Option 2: If there's a specific next project, like connecting this data to your forecasting process or rolling out a sales enablement platform, we can scope that out. Which sounds more interesting?"

Multi-Project (Dedicated) Path:

Schedule a refinement check-in at handoff:

"On [date ~3 months out], we'll review how the platform is performing -- adoption trends, tracker effectiveness, coaching impact -- and see if any adjustments are needed."

Internal prep (2 weeks before check-in):

Step	What Happens
1. Get pinged	System reminder: refinement check-in in 2 weeks
2. Review metrics	Pull adoption data, KPI progress, tracker usage
3. Decide ownership	Can Architect handle this check-in, or need SME?
4. Prep materials	If SME needed, brief them. If Architect, prep talking points.

At the refinement check-in:

• Review adoption metrics (is usage sustained or declining?)
• Review KPI progress (win rate, ramp time, CRM data quality)
• Identify tracker optimization needs
• If minor: Architect handles tracker tuning, dashboard updates
• If major: Scope new project (new department rollout, platform migration, advanced analytics)

Output: Project archived. Future revenue path established. Ready for next engagement.

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Deliverables & Assets Summary

Strategic Deliverables:

• Requirements document with use case matrix and priority ranking
• Platform evaluation scorecard (if vendor selection was in scope)
• Recording consent compliance plan
• Success KPIs with baselines and targets
• Definition Alignment Document

Technical Deliverables:

• Configured conversation intelligence platform (Gong, Chorus, Clari Copilot, or Jiminny)
• CRM integration (Salesforce or HubSpot) with field mapping and matching rules
• Video conferencing and phone/dialer integrations
• 10-15 configured keyword trackers and AI topic categories
• Coaching scorecards aligned to sales methodology
• Role-specific dashboards (manager, executive, marketing/CS)
• Automated alert rules for critical mentions

Documentation Package:

• Training video walkthroughs (rep, manager, executive, admin, marketing/CS)
• Written quick-start guides by role
• Admin runbook (user management, tracker updates, integration troubleshooting)
• Coaching workflow playbook
• FAQ document (privacy, access, best practices)
• Configuration documentation (all settings reference)
• Maintenance Schedule
• Definition Alignment Document (final version)

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Troubleshooting Scenarios

Common issues and their resolutions. Use in Phase 3 hypercare and Phase 4 handoff documentation.

Scenario	Symptoms	Resolution
CRM integration disconnects	Conversations stop linking to CRM, sync errors in logs	Check dedicated integration user is active. Re-authorize OAuth. Verify API limits not exceeded.
Conversations link to wrong accounts	Call data appears on incorrect Account/Opportunity in CRM	Review matching rules. Tighten email-to-contact matching. Check for duplicate records in CRM.
Bot joins before host / awkward bot behavior	Customer sees "Gong Notetaker" before meeting starts	Adjust bot join delay to 45-60 seconds after scheduled start. Update bot display name.
Trackers generating too much noise	Alert fatigue, users ignoring tracker notifications	Reduce tracker count. Switch from keyword to AI topic detection. Add exclusion terms.
Low adoption after rollout	<60% weekly active users after 2 weeks	1:1 outreach to non-adopters. Quick-win sessions. Manager accountability for call reviews.
Managers not coaching from call data	Manager dashboard unused, no coaching comments on calls	Retrain managers 1:1. Tie call review to existing coaching cadence. Get VP Sales mandate.
Reps perceive surveillance	Active resistance, complaints to management, low engagement	Reframe as coaching tool. Show reps their own insights. Have champions share success stories.
Transcription quality issues	Inaccurate transcripts, wrong speaker labels	Check audio quality. Verify language settings. Report to vendor support for model tuning.
Recording consent misconfigured	No announcement on calls in two-party consent states	Audit consent configuration. Enable bot announcement for all external meetings. Legal review.
Dashboards not showing data	Empty dashboards despite active recording	Check data processing lag (24-48 hrs typical). Verify user permissions. Check filter settings.

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Appendix

Roles

Role	What They Do
Architect	Owns the customer relationship, leads strategy, creates specs, does enablement, owns account post-delivery
Engineer	CRM build, automation, dashboards (Phase 2)
SME	Project/implementation team brought in for project-specific work

References

[1] Salesforce - New Research Reveals Sales Reps Spend Less than 30% of Time Selling

[2] Avoma - Call Recording Laws by State

[3] Business Research Insights - Conversation Intelligence Platform Market Size

[4] TRAQ AI - What ROI Should You Expect From Conversation Intelligence Software?

[5] Mindtickle - How Managers Can Use Conversation Intelligence for Sales

[6] Gong Help Center - Manage Your CRM API Integration

[7] Hyperbound - 2026 Sales Coaching Benchmarks