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How Citeline uses Jiminny for visibility of sales performance


Amanda Rowell, Head of Commercialization and Chris Fowles, Senior Director for Technology, Sales & Marketing at Citeline's Pharma Intelligence division (formerly Informa) were looking for ways to improve the efficiency of their existing sales team. 

With such large teams, ensuring visibility of performance is crucial to sustaining success. After looking at other conversation intelligence tools, Citeline chose Jiminny due to the commitment to developing our partnership, helping their sales team become the best version of themselves.


The challenge

As a multi-billion pound organization that continues to grow, one of the biggest challenges for Amanda, Chris and their team is onboarding and creating libraries that help new starters ramp up as quickly as possible. More recently, during a global pandemic with the Pharma Intelligence team moving remote, getting visibility over performance has been crucial to sustaining success and monitoring progress. Uncovering those 'coaching moments' with a remote sales team has been a high priority.

Citeline were looking for a tool that complements their existing sales stack and could be easily adopted by their reps. Finding "just another sales tool" wasn't an option, and added value was a must-have. Lastly, as most sales leaders know, coaching is tough. Scaling a sales team means developing practices that work whether you have 1 or 100 employees. Finding those coaching moments and developing winning practices day-in, day-out was a challenge the team were looking to overcome.


The support has been fantastic - I almost forget that Bekkie is a Jiminny employee, not a Citeline employee!

Amanda (Rowell) Kavthekar, Head of Commercialization, Commercial Portfolio

The outcome

As a sales leader, Amanda has been able to utilize Jiminny to free-up time in her working week, getting detailed insights into her reps' calls without having to listen to hours of conversations. With the team working remotely, Jiminny has provided invaluable access to the voice of the customer for the Citeline team so sales leaders can keep an eye on developing trends and understand the sentiment in their market.

As Chris puts it, "Jiminny supports a culture of continuous improvement" within Citeline by providing a platform for reps to be able to share calls and ask for feedback, and helps remove guesswork and assumptions for senior leadership, enabling Chris and Amanda to monitor key areas and improve performance across the board. By working with our Client Success team to help reach their goals, we've been able to develop a partnership that extends way beyond just offering our platform.

More tailored and specific coaching
Reduced admin
Continual improvement and self-assessment
True visibility of call quality