How TIMOCOM saves 35 minutes per person per day with Demodesk and uses conversation data for targeted coaching

TIMOCOM is a German FreightTech company. Its Road Freight Marketplace connects more than 58,000 transport companies and handles up to a million freight and vehicle-space offers a day. Sales is organised around different customer groups and their different requirements. Account Managers look after new business around the freight exchange, among other things, where the phone still plays an important part. Strategic Account Managers work further into APIs, tracking and longer relationships. Key Account Managers look after long-term relationships with large logistics groups. Sales Operations and Enablement supports all of these areas and builds the foundation for coaching across them.

Before Demodesk, what happened in a conversation was not consistently available in a structured form for coaching. A manager could only partly reconstruct how a discovery call had been opened, whether the customer’s need had been identified, or whether the right TIMOCOM products had come up at all. It was just as hard for enablement to see patterns across the teams and pin down where people needed to develop.

Writing up the call notes took the rest of the afternoon. Part of the team runs product demos that last more than an hour, and people jotted things down throughout and then spent close to another hour turning them into a summary. Follow-up emails came on top of that. When Kilian from Sales Operations and Enablement first put a number on what Demodesk would save, this was where most of it sat.

Microsoft Dynamics held whatever had been documented after a conversation. The extra manual work showed up when that content had to be reconstructed for a later contact. Picking a customer back up after several months meant working through someone’s personal notes, when those notes existed at all.

There was a second challenge on top of that. A large share of Account Manager work happens on the phone rather than in Teams, and those conversations sat outside Demodesk.

TIMOCOM had no conversation tool in place before this. The team chose Demodesk for what the product could do, for the working relationship, and for the fact that the company is based in Germany, which carried real weight for a rollout in the DACH market. The access and visibility rules were settled as part of that rollout.

Summaries also had to work in German, Italian and Spanish, because all three are spoken on the same sales floor.

AI Assistant takes care of call documentation

AI Assistant records the call, produces the transcript and writes a summary in TIMOCOM’s own format. Kilian adapted the discovery template during the trial so that it captures the customer’s current situation in transport and logistics, the products they actually care about, and the competitive picture. An Account Manager selling the freight exchange and a Strategic or Key Account Manager working through APIs are not having the same conversation. The summary should reflect what was actually relevant in each, rather than return a generic recap.

The follow-up email can be prepared from the same output, which takes more of the admin out of the hour after a demo.

Teams meetings are covered automatically. For calls on the cloud phone system, the team uses Demodesk’s desktop recorder: start the recording on the laptop, then take the call as usual. That brings phone conversations into the same transcript and coaching layer as everything else.

AI Coach gives enablement a coaching baseline

AI Coach scores calls against a card TIMOCOM built rather than a stock MEDDICC template: the opening, the customer’s problem, the goal of the conversation, their current situation, and whether the relevant TIMOCOM products were discussed. That lets Sales Operations see patterns across many conversations, and where the same development point keeps coming up, it becomes a training topic.

That gives enablement one more evidence-based foundation for developing how the team sells.

After about a year on Demodesk, TIMOCOM is widening the rollout. Alongside sales, customer service now uses it too. The desktop recorder also makes it possible to bring in the parts of sales that work mainly over the phone. Enablement is still working out which further strategic KPIs to judge the rollout by.