11
February
2026
•
5 min read
At Workday, the challenge was not only to understand why certain deals were won or lost, but to go one step further: assessing the real quality of sales engagement and measuring its impact on ongoing sales cycles. Too often, this dimension remains subjective, driven by internal perceptions that are difficult to confront with on-the-ground reality.
The implementation of Diffly marked a clear shift. By structuring feedback from customers and prospects, the team was able to objectify previously complex discussions and access precise verbatim insights—not only on product perception, but more importantly on how Workday engages with its prospects.
“Since we implemented Diffly, we’ve been able to bring objectivity to a number of discussions and get very concrete feedback on what customers and prospects actually think.”
Identifying what isn’t working… and fixing it in time
One of the most valuable outcomes of this approach lies in the ability to detect weak signals early enough to take action. In several cases, the analysis revealed a gap between internal perceptions of sales engagement and what was truly experienced on the customer side.
“When we confront our own sales vision with what customers really expect—how they want to be approached and respected—it allows us to objectify things we thought were already solid.”
On at least one strategic deal, these insights made it possible not only to identify an engagement issue, but also to correct it in time. A difficult—but decisive—interview helped put the deal back on track and significantly increased the chances of winning it.
“Thanks to a difficult interview, we were able to recover a deal and get back on track to win it.”
Combining quantitative and qualitative insights to reveal trends
Beyond individual deal analysis, the real strength of the approach lies in the ability to analyze multiple interviews in parallel. It’s not just about mixing quantitative and qualitative data—it’s about identifying clear trends, recurring drivers, and shared signals across conversations.
This aggregated view saves valuable time. Teams gain immediate access to a consolidated understanding of what’s happening, without having to read every interview in detail. It becomes a key foundation for shaping both sales and product strategies.
A tool designed for sales coaching
While consolidated insights are essential for strategic steering, individual-level feedback remains critical in a coaching context. Customer verbatims provide a factual basis for constructive conversations with sales reps, helping adjust behaviors and support skill development.
This approach transforms potentially sensitive feedback into actionable improvement levers, shifting discussions away from gut feeling and toward evidence-based coaching.
Dashboards that bridge operational and strategic decisions
Dashboards play a central role in making insights actionable. From the very first screen, teams can understand how users are supported, how the solution is perceived, and which levers should be activated first.
This clarity accelerates decision-making: testing new messages, comparing competitors, adjusting sales engagement, or measuring winback capabilities. The flexibility of the tool allows analyses to adapt to immediate tactical needs as well as longer-term strategic questions.
A smooth and collaborative onboarding experience
The onboarding process was seamless and highly collaborative, even in an international and asynchronous setup. The use of modern, collaborative tools made it easy to involve stakeholders across regions, including teams based in the United States.
This strong collaboration laid the foundation for efficient, aligned work focused on real business challenges.
A lever to address business challenges at every level
Today, the value of this approach goes far beyond collecting feedback. It enables Workday to answer internal questions ranging from highly operational—such as correcting an ongoing sales cycle—to long-term strategic decisions.
By structuring customer listening and turning insights into action, Workday has built a powerful continuous improvement lever to more effectively manage sales performance and product strategy.
