From question queues to sales success: How International SOS transformed enablement with Spekit

# of Employees

600

Industry

Healthcare

Website

The problem

Before Alex Miller and Matthew Brown, senior leaders in Sales Enablement at International SOS began searching for a tool to support their global sales team, they developed a mission statement and tagline: ‍

To enable sales excellence by providing all users of our sales tools with:

What they need to know
When they need to know it
Where they instinctively look

Expert. Simple. Effective. Efficient.

As they evaluated a variety of enablement platforms, none solved all three of these requirements in a simple, streamlined way.

Alex explained: “We needed to get the right information to the team in the flow of work – not storing it in a location where they had to stop what they were doing and go searching for it.”

That’s when they discovered Spekit, which completely changed how they approached enablement.

A global team, a maze of processes, and constant questions

International SOS is a mission-driven company helping businesses operate safely and efficiently worldwide. But with a sales team of 600+ people supporting over 1,200 locations worldwide, keeping everyone aligned on processes, tools, and best practices was a massive challenge.

“We had people around the globe asking similar questions,” Alex says. “International SOS offers a broad range of services, and it’s not always easy to remember every detail of a process, especially if they only need to do it a couple of times a year.”

That led to a constant stream of inbound questions.

“It was: ‘Alex, I have a question.’ ‘Matt, I have a question.’ And we’d be sitting there in a queue of unanswered messages, telling people, ‘You’re second in line, you’re third in line…’”

This inefficiency was slowing down deals and reducing the time the enablement team could spend on more strategic work.

“Instead of helping drive sales effectiveness, we were just answering questions all day long,” Matt adds.

The solution

Just-in-time enablement that answers questions before they’re asked

“Our ideal solution was something that met our team mission statement,” Alex said. “We demoed several platforms that could indeed have worked, but most of them were also trying to solve challenges we either didn’t feel we had or just weren’t yet ready to tackle. We were trying to simplify things, not provide yet another tool they were expected to use.”

Spekit wasn’t just another tool; it was a new way of working. Instead of relying on static documents buried in SharePoint, Spekit surfaced the right knowledge and content directly within our CRM and other tools, eliminating the need for reps to ask for help with most questions.

“Wouldn’t it be great if the answers people needed just appeared right where they were working?” Alex recalls thinking. “That’s exactly what Spekit does.”

With Spekit, reps no longer have to ping enablement for routine questions. Instead, they could find answers instantly, in context, without leaving their workflow.

“Now, instead of sending people links or answering the same question for the hundredth time, I just tell them: ‘Check it in Spekit,’” Matt says. “I don’t have to be their search engine anymore.”

This shift from reactive to proactive enablement meant fewer interruptions, faster sales cycles, and a huge improvement in process consistency across global teams.

A new approach to change management

One of the unexpected benefits of Spekit was its role in driving change management across the organization.

“Whenever we rolled out a new process, there used to be a flood of questions, and we were never certain if everyone saw the message about the change,” Alex says. “Now, we introduce the change in Spekit, push out a Spotlight (in-app) announcement, and we know the message has landed.”

The ability to track engagement with updates has also been game-changing.

“I love when someone says, ‘Oh, I didn’t see that update,’” Matt laughs. “Because I can check the analytics and say, ‘Actually, you looked at it for 1.5 seconds and hit snooze.’”

The results

‍More than just another tool, Spekit is a trusted partner

Alex and Matt light up when asked what it’s like working with Spekit.

“It’s not just a vendor relationship; it’s fun,” Matt says. “The Spekit team actually listens, takes our feedback, and keeps improving the product. That’s rare.”

Alex agrees: “Every question we’ve had has been answered. And if the person we’re talking to doesn’t know, they find out and get back to us. The support we get is unmatched.”

Spekit has become so ingrained in their workflow that it’s shifted how their team is perceived within the company.

“We used to be ‘the Salesforce people,’” Matt says. “Now, we’re ‘the Spekit people’—and honestly, I think that’s a positive shift.”

From frustration to freedom: How Spekit transformed enablement at International SOS

Before Spekit:

❌ Inconsistent processes across global locations

❌ Sales enablement bogged down by redundant questions

❌ Data entry errors causing reporting inaccuracies

❌ Slow, ineffective change management

‍

After Spekit:

✅ Consistent, standardized processes for all sales teams

✅ Self-service enablement—fewer interruptions, faster answers

✅ Improved data hygiene and pipeline accuracy

✅ Seamless change management with real-time insights

For Alex and Matt, Spekit isn’t just a tool; it’s a transformation.

“Salespeople no longer have to wait in a queue for answers. The information is right there, in the moment, when they need it,” says Matt.

Spekit has done more than just streamline knowledge-sharing; it’s given the enablement team the space to focus on what really matters: helping the business grow.

And that’s a change they’ll never go back from.

AI-powered enablement that works where your reps work

Instantly empower your reps with everything they need to succeed, at their fingertips, the moment they need it.

Get started Learn more