Lyft Logo
Use case

Marketing, Sales, Customer Service

Industry

Software

Team size

1000+ employees

Product features

Mobile

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Customer Stories

Dummy Customer Story - 8

Lyft’s small-business solutions (SBS) program partners with companies that want to offer ride-sharing as a perk. But the program proved so popular that Lyft struggled to find an efficient way to sort through all their inbound leads.

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Lyft Logo
Use case

Marketing, Sales, Customer Service

Industry

Software

Team size

1000+ employees

Product features

Mobile

Share

The challenge

Making the most of inbound traffic

Alexia Flores heads up Lyft’s SBS program. Already recognized as a leading ride-hailing service for individuals, her team partners Lyft with companies looking to offer ride-sharing as a perk to their employees, clients or patients. It didn’t take long to figure out there was a demand for this new B2B service. Within days of the SBS program’s launch, Lyft was having trouble juggling all the inbound leads.

Prospects reach out to Lyft through their website, and account specialists used to engage with them from the start. They picked up the query, assessed the potential partners’ qualifications and then moved on to scheduling meetings. But those methods led to unnecessary delays. As a single specialist tried to guide partners through the whole process, converting queries into customers could often get complicated.

Calendly is essential for my team. It would’ve been difficult to launch this program without it.

Alexia Flores

Lyft

Missed form requests, slow responses, and tedious back-and-forth by email risked slowing and sidetracking sales. With little time left to prepare for the meetings themselves, sales specialists missed opportunities to forge new partnerships. Delays cooled hot leads and dulled customer enthusiasm. As the team juggled thousands of accounts each week, efficient and effective processes for scheduling sales meetings
became even more critical.

The solution

Seamless handoffs to the sales team

To scale up, Lyft knew they had to cut the time it took to sort inbound requests. Alexia knows improved conversion rates depend on moving partners further down the sales funnel faster. So Lyft set out to restructure and boost customer service capacity.

Webinar: Getting started with Calendly

Webinar: Getting started with Calendly

Automating your scheduling is easier than you think!

They hired sales-development reps (SDRs)to sort initial queries and qualify potential leads. Then they put the whole team on Calendly, and had their revamped system up and running in less than a day. Today, SDRs screen new prospects and the qualified leads schedule 15- or 30-minute meetings with specialists. They answer a few basic questions on the Calendly page, and handy integration features push those answers through to the specialists’ Salesforce CRM.“We are able to take more meetings, that’s for sure,” Alexia says. “The specialists know exactly who they are talking to and are able to see all the information for that prospect before the call.”

Webinar: Getting started with Calendly

Automating your scheduling is easier than you think! This wdiget can be for webinars with longer discriptions or titles.

Now that the Lyft sales team has streamlined its scheduling, SDRs can seamlessly hand off qualified leads making specialists better-prepared for meetings and more able to engage with those leads at times of peak interest. In other words, they can stay focused on closing deals.

The results

Less managing, more customer engagement

The benefits of this simplified buyer experience were immediately apparent. The combination of Calendly and Lyft’s new sales structure allows the SDS sales team to maximize output. Automated handoff means less time managing emails and more time engaging the most promising leads.

22X

22X

increase in interviews scheduled monthly

Enabled

Enabled

interested applicants to apply at their peak moment of interest

Helped

Helped

branch managers, applicants, and the HR team coordinate schedules

[Callout] Banner - Icon - Customer Story - Dark Mode

Specialists take an average of 18 calls each day, and they are onboarding twice the customers they did before trying Calendly. Alexia tracks conversions and show rates, and she uses Calendly to optimize the SBS team’s processes continuously. She can pilot new workflows and reassign resources inside Calendly in a matter of seconds. With a few clicks, she can change which customer pairs with which onboarding specialist — all without disrupting that specialist’s day.

Calendly automations are a game changer for Vonage's UK/EMEA customer success team
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Collective

Collective

Schedule across your team’s calendars for events you co-host with others

Group

Group

Book events for multiple attendees such as webinars and training sessions

One-on-one

One-on-one

Let your clients and colleagues select open meeting types from your schedule

Lyft Logo

[Callout] Banner - Icon - Customer Story
“Calendly is essential for my team,” Alexia says. “It would’ve been difficult to launch this program without it.”

[Callout] Statement - Customer Story

With little time left to prepare for the meetings themselves, sales specialists missed opportunities to forge new partnerships. Delays cooled hot leads and dulled customer enthusiasm.

[Callout] Tip - Customer Story

Hot Tip

Whether you’re scheduling a university faculty meeting, a corporate board meeting, a customer kickoff, or even a personal book club, you can now easily find the time that works best for everyone — for free.

Ready to explore what Calendly can do for you? Sign up for free today.

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