Case Study: Udemy improves lead routing and SLA performance with Fullcast

Udemy Utilizes Fullcast Platform for Year-Round GTM Operations Enhancement

Udemy, a leading online learning platform, faced challenges in managing the complexity of its rapidly growing global sales operations. As the company scaled, it needed to move beyond basic lead routing to create balanced sales territories and refine its lead assignment processes to improve response times and conversions. To address this, Udemy partnered with Fullcast to leverage its platform for sophisticated go-to-market planning and policy automation.

Using Fullcast's SmartPlan and robust policy automation for account matching, lead routing, and SLAs, Udemy achieved significant operational improvements. The implementation resulted in a 46% decrease in rerouted leads, a 32% reduction in leads without a matched account, and an 86% success rate in meeting lead response time SLAs. Fullcast provided Udemy with the agility to continuously refine its processes, leading to greater efficiency and a more personalized customer engagement strategy.

Udemy

Vincent Lee

GTM Operations Manager