More deals, zero typing: How Clockodo reclaims 7 hours a week for real customer conversations

From 30 to 10 minutes: How Clockodo cut customer service follow-up time by 66%

Results at a glance

• 66% time saved on admin: Follow-up time dropped from 30 minutes to a maximum of 10 minutes per call.
• 100% focus on the customer: Sales and CS staff no longer need to frantically take notes during calls, allowing them to dedicate their full attention to the person they are speaking with.
• Silos successfully broken down: Product owners and UX designers use licenses to analyze unfiltered, real customer feedback directly.
• Neutral, emotion-free coaching: The integrated AI coach provides valuable performance feedback that the team highly values.
• Seamless CRM quality: Custom HubSpot properties are populated error-free in the background using tailored prompts.

The challenges before Kickscale

Before implementing Kickscale, the customer service and sales team at Clockodo relied on a classic inbound model: marketing activities continuously generated new leads who booked demos and calls via Microsoft Teams independently. However, the challenges during these customer conversations were operationally apparent.

“To be honest, our sales process before Kickscale was a bit chaotic and extremely exhausting manually. After every meeting, each employee had to laboriously write down what they had learned. Attention was always split between the customer conversation and taking notes.” -Vera Keßler, Chief Customer Officer at Clockodo

The main problems with the old way of working:

• Split attention during calls: Sales and CS staff had to listen, advise, and take manual notes simultaneously during video calls. Important customer insights were lost because their focus was divided.
• Enormous administrative follow-up effort: After every 30-minute call, employees needed about another 30 minutes to laboriously summarize the information and enter it into the HubSpot CRM. With about 20 external calls per week, this blocked valuable working hours.
• Subjective and inconsistent documentation: Every team member recorded information differently. This resulted in inconsistent data quality in the CRM, making structured analysis of customer needs or lost deals (loss analysis) impossible.

How Clockodo uses Kickscale

Today, the entire meeting workflow at Clockodo runs fully automatically. As soon as a Microsoft Teams appointment starts, the Kickscale AI Notetaker joins in:

1. Fully automated recording & transcription: The conversation is precisely recorded and transcribed in the background—even subtle German dialects are recognized excellently.
2. Tailored HubSpot sync: Together with Kickscale, Clockodo defined specific prompts. Immediately after the call, these extract exactly the information needed for custom HubSpot fields (e.g., specific pain points, legacy systems used, desired integrations).
3. Lightning-fast validation: After the call, the sales or CS employee opens the summary and follow-up email draft generated by Kickscale, makes minimal adjustments, and synchronizes the data directly into the CRM with one click.
4. Telephony integration (upcoming): In the CS team, the existing telephony software Placetel is being replaced by Aircall to ensure that pure phone calls can also be automatically captured via the Kickscale-HubSpot triangle.
5. Developer & UX involvement: Product owners and UX designers also specifically access the pool of over 600 calls to let direct user feedback flow unfiltered into the product roadmap. Even developers use the tool for internal coordination meetings.

Impact and results

Drastic reduction in administrative burden

The most noticeable change is the increase in efficiency in daily work. Where employees previously had to spend half an hour laboriously writing down what was discussed after every appointment, a maximum of 10 minutes is now sufficient to review and synchronize the automatically generated data. This corresponds to a 66% time saving per call. Extrapolated to an inbound volume of 20 customer-facing calls per week, the team reclaims nearly 7 working hours per week, which are now fully invested in personal customer consulting.

Full focus on the customer

The quality of the conversations has fundamentally changed. Clockodo employees can be completely present during calls, maintain eye contact, and respond empathetically to the nuances of the customer conversation instead of frantically operating a keyboard.

Neutral coaching boosts sales performance

Initial skepticism about "surveillance" was quickly replaced by enthusiasm within the sales team. The team values the AI Sales Coach as a neutral, unbiased sparring partner.

"The sales coaching offers incredible added value. Employees receive completely neutral feedback from the platform rather than from me as their manager. This removes any emotional component and motivates the team to improve independently." -Vera Keßler, Chief Customer Officer at Clockodo

The platform provides objective feedback on talk-to-listen ratios, speaking pace, and the setting of concrete follow-up appointments (commitment). Employees analyze their scores independently every week, allowing them to continuously develop.

A new bridge from service to product

Previously, valuable customer feedback from support calls was often lost in translation on its way to the development team. Today, Clockodo’s product owners and UX designers use Kickscale as a direct research tool. They search the aggregated analyses for specific terms like "feature request" or competitor names to develop features precisely based on the customer's original voice.

"We have now expanded Kickscale to include our product owners and the UX team. When they plan a new feature, they simply ask the platform what feedback was mentioned in customer calls. This gives us a direct line to the customer's original voice without information getting lost along the way." -Vera Keßler, Chief Customer Officer at Clockodo

Enthusiasm that spreads to customers

An unexpected but extremely positive side effect: Clockodo's customers are so impressed by the quality of the follow-up reports and precise summaries that they actively ask during sales calls which tool Clockodo uses. The enthusiasm is contagious.

Why Clockodo chose Kickscale

• 100% GDPR compliance: As a German provider that heavily promotes data security itself, hosting in Europe and uncompromising data protection were extremely important to Clockodo. As a European, ISO 27001-certified company, Kickscale meets these criteria perfectly.
• The compelling overall package: Unlike the standard recording functions in MS Teams, Kickscale offers a deep combination of automated notes, direct HubSpot synchronization, and intelligent sales coaching.
• A personal partnership on equal terms: After our first meeting at a trade fair, a 20-minute live demo on a smartphone was all it took to convince us. The straightforward, agile collaboration with the Kickscale team was the deciding factor over impersonal US giants.

Kickscale features used

• AI Sales Notetaker: Automatically records, transcribes, and summarizes MS Teams calls in the background with high precision.
• Custom Prompting (HubSpot Sync): Extracts predefined parameters from conversations and seamlessly updates them in custom HubSpot fields.
• AI Sales Coach: Evaluates conversation dynamics (e.g., talk-to-listen ratios, pace, commitment) using objective scorecards for individual professional development.
• Search & Analytics: Allows product owners and UX designers to search the entire conversation pool by keyword for feature requests or customer feedback.

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