How Goodshuffle’s Customer Success Team Tripled Their Connect Rate with Orum
When most people think of Orum, they picture high-performing sales teams dialing at scale. But at Goodshuffle, the Customer Success team is also leading the charge, leveraging Orum to foster deeper, more consistent customer relationships.
And the results? Immediate impact. Skyrocketing connect rates. More meetings booked. And a process that’s now as seamless as it is scalable.
🚀 A New Way to Blitz—For Customer Success
Jake Scotto, a Customer Success Manager at Goodshuffle, spends his days helping clients maximize their use of the platform. That includes everything from leading one-on-one training sessions to answering inbound questions. However, when it came time for large-scale outreach—especially during new feature rollouts—Jake faced the same challenge that sales teams are all too familiar with: hundreds of calls, limited time, and low connection rates.
That all changed during a visit to the company’s HQ.
“One of the SDRs on my team was just plowing through calls,” Jake recalled. “People were connecting, numbers were changing automatically, voicemails were being dropped efficiently—it looked amazing. I asked, ‘What are you using?’ and they said, ‘Orum.’ I went straight to my manager and said, ‘The CSMs need this.’”
⚡ Instant Adoption, Zero Friction
Once Jake’s team got access to Orum, the speed to value was immediate.
“Within four hours, my colleague had already made 60 calls and I’d made 30 or 40,” Jake said. “We just hit the ground running. Orum made it so easy to get started.”
With help from their SDR teammates, the Customer Success team quickly set up voicemails, learned the platform, and jumped into their first call blitz focused on a new feature launch. Orum’s hands-off dialing experience meant the team could sit back and wait for a real conversation—no more manual clicking, no more repetitive tasks.
📈 3x Connect Rate, More Conversations
The impact was more than just operational—it was measurable.
“When I was calling straight through HubSpot, I’d see maybe a 10% connect rate,” Jake explained. “With Orum, I’ve been hitting 30%—even up to 40% some days. I’ve 3Xed my connect rate.”
In just 121 dials, Jake booked 5 meetings and had 30 live conversations—results that most sales teams would envy.
And the kicker? The calls weren’t just going to one primary contact. Goodshuffle’s CSMs reach out to everyone involved in the customer’s business—from account owners to delivery drivers—making Orum’s multi-dial capability a game-changer.
“Now that I’m calling from a different number, people actually pick up. I’ll joke with them: ‘You picked up this time!’ And then we dive right into how we can help.”
📞 A New Era of Customer Outreach
What started as an ad-hoc experiment has become a repeatable strategy for the Goodshuffle team.
“Before Orum, making 400–500 calls every few weeks as CSMs just wasn’t possible,” Jake said. “Now, it is—and we want to do more of it.”
By treating every outreach campaign like a sales blitz and equipping their Customer Success Managers with the same powerful tools, Goodshuffle is demonstrating that Orum isn’t just for pipeline generation—it’s also for pipeline retention, expansion, and relationship-building.
Want to see what Orum can do for your Customer Success team?Let’s talk. Your next 3X connect rate might just be one click away.
