Case Study: IBM Belgium improves sales performance with actionable feedback using Mural

IBM Belgium boosts feedback input by 200% with Mural

IBM Belgium faced a challenge with its sales team's feedback system, which was often vague and overwhelming, making it difficult to derive actionable value. Anthony Coppedge, a lead at IBM, partnered with the vendor Mural to transform this qualitative feedback into quantifiable insights.

Using Mural's retrospective radar template, IBM gathered and visualized feedback from its teams. This data was exported for analysis and enhanced with IBM's Watson AI for deeper sentiment and keyword insights. The solution led to a direct correlation between feedback and performance, with the top feedback-giving teams also being the top performers. Results included a 200% increase in feedback input, actions taken within 30 days, and a net time savings of 25%, effectively "freeing the seller" from low-value work.

IBM Belgium