Agents can generate
high-fidelity pipeline
and provide personalized
coaching, allowing reps
to focus on
higher-value deals
and better
prepare for them.
That is humans and
agents, together,
driving customer success.
We're going to
hear firsthand
from a customer
putting AI to work.
So excited to be joined
by Marissa Scalercio, VP
of Sales Operations
at Carnegie Learning.
Marissa, first of
all, thanks so much
Carnegie Learning is an
educational technology
company that uses Prompt
Builder and assisted
agents to boost
sales efficiency.
So, Marissa, what were
some of the challenges
that you are facing at
Carnegie Learning that
led you to adopt
those Salesforce tools
Thank you so much
for having me.
Yes, we are so
excited to be using it
because we have
grown significantly
over the past
several years
and just needed to make
sure that our sales
process and our
sales reps were
as efficient as possible.
So we have reps that,
probably like most
sales teams, spend
a lot of time
doing research and things
that aren't selling.
So we wanted to make sure
we're trying to give them
those efficiencies
back to make sure
that they can
do what they do
best, which is be in front
of a customer and sell.
And we're just
talking about how
About 30% of the
time, salespeople
And the rest of
the time, they're
doing all those
tasks that you just
What differences
have you seen then,
either anecdotally or
from a data perspective,
after implementing
Salesforce?
Well, I'm really excited
to have some ROI stats
But we have this
amazing anecdote.
One of our sellers is
using the Agentforce
and has asked it to
summarize an account
while she was on the
phone with a customer.
And she's a
newer customer.
And she said it would
take her 20 minutes
It took her 30
seconds, was
able to answer it while
she was on the phone.
And she said, and I
quote, "I think I thanked
So it was really
exciting to actually see
a user use it in real
life and actually at work.
I love-- can we
make that a hashtag?
I would love to
make that a hashtag,
"I think I thanked
Einstein out loud."
What does a
unified platform
of CRM, AI, and data mean
for Carnegie Learning's
It means they can
work out of one place.
There's so many different
products out there.
There's so many different
ways that we've used--
or we've had sales
reps on in the past
that we now have
tried to only
They have enough to
do, while they're
driving from place
to place, selling,
that they don't need to
have a million platforms
So having everything
in one place
and then being able to use
all of the gen AI pieces,
because we have it
all in one place,
it's really going to
change their lives
and make them so that
that 30% hopefully
gets boosted to 40%, 50%,
60% of their time selling.
Can you even walk us
through a specific use
case or example that's
been especially impactful?
I would say the
sales emails.
I'm really
excited by how--
typically, emails
for our reps
We did a survey at the
beginning of this year.
So 10 minutes
takes them to write
a really personalized,
good email
that they're hoping to
get a response from.
And sometimes they
do, sometimes they
don't, as if any sales
reps out there know.
So being able to write
that email in about
30 seconds and then
revise it for 30 seconds
and just have it sent
saves so much time,
if you think about that,
throughout an entire day,
throughout a week,
throughout the year,
the amount of time that
they're going to save.
And then also,
it's going to be
written with personalized
data from Salesforce.
So all of the
activity history
that we already
have, it's all
Still super personalized.
And as you mentioned,
all adds up.
All that time adds
up so quickly.
Can you walk us through--
I love this-- your thought
process before adopting
Because were
you skeptical--
So we actually
have a department
at Carnegie Learning
called CL Next.
And I'm very
thankful for them
because they're
the ones who--
we have been in AI
since we started.
So we built our software
that we now still
have today 26 years
ago, built on AI.
So this CL Next is now
taking that external AI
use and trying to pull
it into internal AI use
to make sure that
we are reflecting
inside and outside
the company,
that we are the
best innovators,
and that we are
really preparing
our teams internally to
make sure that they have
the tools that they
need and they're
as efficient as possible.
So luckily, they
pushed me to do this.
So I had that push at the
beginning of the year.
And it has been
eye-opening and changing,
just learning about all
of the different tools
And I'm very thankful
that Salesforce
had these tools ready
to go and implement,
instead of me
having to really go
find them and find what
really is going to work.
I love that the
confidence is now there.
I really appreciate that.
A lot of companies
would love
to see efficiency
and productivity.
What's your advice
when it comes
to implementing something
like Salesforce?
What advice would you
give them, really quickly?
So one thing
I wanted to do
was roll everything
out quickly
and then realized
very quickly
that you
shouldn't do that.
You really do need
to take your time.
You have to
really understand
what use case and business
case you are solving
and what that ROI should
look like before you
It's a pretty
large sales team.
We want to make sure
that it's tested.
We have a couple
pilot people
so that they can
start using it,
get us quotes like the
fabulous one that we had,
and also then tell their
peers how exciting it
is so that we really have
a good adoption of it.
I think that's the
most important part.
In one sentence,
what's next
for Carnegie
Learning's use of AI?
Oh my gosh, there's
so much coming.
Agentforce is going to be,
hopefully, huge for us.
I'm very excited about it.
And all of the different
implementations of AI
that we're going
to be doing
across the entire
company are just
going to make our
customers feel so much
They're going to feel
great about themselves.
And we're going to
feel great as well.
Thank you so much,
Marissa Scalercio,
VP of Sales Operations
of Carnegie Learning.
Thanks so much
for joining us.
