Michael Rose had seen it all before. As senior manager of business development at Docebo, he got at least one DM a week about connect rate tools. The pitch was always the same: revolutionary technology, game-changing data, unprecedented results.
The delivery? "Most of them, they over promise, under deliver."
What made it worse wasn't just the false promises—it was that the problem kept getting worse. The team was hovering around 2-3% connect rates. In enterprise segments? Even lower.
"My concern is, is it gonna give us real connects or is this just gonna be more numbers for an SDR to dial that won't actually pick up the phone?"
Meanwhile, his reps were stuck in the same exhausting pattern: dial, dial, dial, maybe get lucky once or twice per hundred attempts. The volume playbook everyone preached wasn't scaling. It was grinding his team down.
The "Wait, This Can't Be Real" Moment
Michael didn't want to believe it. He'd been burned too many times. But TitanX made one claim he couldn't ignore: they'd prove it in the pilot, or they'd pay him for wasting his time.
So he ran the test. Small group. Real lists. ICP contacts at right-fit accounts.
Day one of the pilot changed everything.
"I had reps in their first day getting 25% connect rates and getting their weekly total number of connects in one call block."
Not aspirational connects. Not "likely to engage" scores. Real human conversations with actual decision-makers.
"It was really hard to believe it. It wasn't just noise. These were ICP contacts, right-fit accounts that we were having real conversations and real meetings with."
Then came the moment that made even Michael do a double-take. He asked his boss, half-joking, if their top performing rep could get a hundred of these leads. His boss didn't take it as a joke.
"That rep got those leads and she hit her quarterly meeting goal in about a week."
The Math That Changed Everything
Before TitanX:
- 2-3% average connect rate
- Enterprise segments performing even lower
- Reps making volume dials with minimal conversations
- Black box on which numbers would actually answer
After TitanX:
- 25% connect rate on P1 contacts
- 10% connect rate on P2 contacts
- 8-3X return on those contact segments
- Complete visibility into market reachability
Time to Value: Within one hour of list upload, reps were dialing with precision
What Actually Happened
The connect rate spike wasn't the story. What happened downstream was.
First, there was the implementation. Michael had rolled out tools before—weeks of training, integration headaches, adoption battles. TitanX was different.
"The amount of lift to start getting this tool rolling and to actually feel a real impact. It was one of the easiest experiences of all the tools that here at Docebo. Within a matter of an hour of that list being uploaded into Outreach, we had reps dialing the right number, getting connects and making real conversations happen."
Reps didn't need to change their workflow. They didn't need to learn a new platform. They just dialed from Outreach like always—except now they knew exactly who would pick up.
"That was probably one of the lowest lifts for the highest return tools that I've been able to take part in while I've been here at Docebo."
But the real transformation was strategic. Before TitanX, list prioritization was guesswork. Now it was intelligence.
"Before TitanX it was kind of a black box on, is this number gonna pick up the phone? Having the opposite end of the spectrum of knowing which numbers will have a incredibly low likelihood or will never pick up the phone, helps reps not spend time doing calling hours on people that will never pick up."
The Pipeline Impact:
The increased connects turned into SALs (Sales Accepted Leads). The SALs turned into SQOs (Sales Qualified Opportunities). The SQOs turned into pipeline. The pipeline converted to closed-won at rates they'd been told to never expect again.
"We're turning that into real pipeline, and that's converting into closed won for us right now. When you get conversation rates to a certain minimum, the math works out that they'll convert more if you give them more at bats with the right ICP."
The Coaching Shift
Here's what Michael didn't expect: TitanX changed what he spent his time on as a manager.
Before, he was fighting fires around connect rates, trying to coach reps on when to call, how many times to call, whether to leave voicemails. The foundational metric was broken, so everything else was guesswork.
After TitanX, he could actually coach on what matters.
"My coaching ideology is focused more on the rep performance over the phone and identifying where in the phone funnel I have reps that need support. Is that in the opener, the problem statement, the qualification, or the close of the call?"
Connect rate wasn't a challenge anymore. It was handled. Now he could focus on conversion.
"Knowing that connect rate isn't necessarily a challenge anymore, it's more about just helping the rep get up to a great standard on their ability to convert, and that if I give them a chance to talk to any of my right-fit accounts and right-fit personas, that they're gonna have a higher chance to convert it because they're ready for that conversation."
The Parallel Dialing Question
Michael's been in sales development long enough to know every trend. Parallel dialers. Power dialers. AI dialers. The promise is always the same: more dials, more connects.
His take after implementing TitanX?
"I've always been of the belief there has to be a better way to do this. The answer cannot just be more, more and more. There has to be an efficiency component and an efficiency component that actually makes a difference."
TitanX delivered that efficiency.
"TitanX made us dial less. It wasn't about volume. It's actually focusing on the quality targets within our ICP accounts and where our best fit leads exist. I mean, if you're parallel dialing without good data, it just means failing faster. TitanX helps us actually be more intentional with our dials and focus on conversations and not just volume."
The Stakes
If TitanX disappeared tomorrow, Michael is clear about what breaks first:
"Confidence. Reps lose that feeling of dialing, of knowing this person's picking up the phone and goes back into dialing into the void and cutting our connect rate, at least in half. The phone will feel like a dead channel again. And all the momentum we built would slow way down."
He'd have to go back to the old coaching mode: "Add as many people as you possibly can through the sequence, and let's hope for the best."
Bottom Line
Docebo stopped hoping reps would get lucky and started giving them precision. The result: an enterprise BDR team that operates with the confidence of knowing exactly who will pick up the phone before they dial.
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