Block consolidated its sales tech stack and unlocked AI-native productivity with Revenue.io

Key Highlights

• Consolidated a fragmented regional dialer stack onto one global revenue platform
• Rolled out to the full global sales organization across eight regions smoothly
• 10% lift in daily BDR call volume on Revenue.io
• 86% month-over-month growth in rep AI adoption, driven by reps themselves
• 30 to 60 new reps onboarding every month, with productivity gains compounding as the team scales
• Managers coaching across every call type in one platform, with scorecards, team-level trends, and individual rep insights
• Same insights, intelligence, and automation applied to field conversations as desk calls

The Challenges

Block encountered three challenges as it scaled its global sales organization:

• Maintaining two telephony solutions to meet global requirements: Block operated two separate telephony solutions for sales dialing because no single vendor could meet its global requirements. Its incumbent conversation intelligence and sequencing vendors offered telephony, but neither scaled globally. That fragmentation compounded a second issue: the interim sales dialer ran on the same platform as customer support, and a relationship-management sales motion couldn’t operate effectively on a queue-based support architecture.
• Operating across a fragmented regional tool stack: Different regions ran on different dialers, which meant different training sets, different troubleshooting, different enablement, and inconsistent activity data flowing into Salesforce. With sellers operating across the US, Canada, Australia, France, Spain, Ireland, and other European markets, achieving consistent metrics, coaching, and efficiency standards was nearly impossible.
• Tethering reps to their desks: Block’s reps were doing more of their work away from their computers, between meetings, between locations, between conversations. But their dialer kept them tied to a desktop. When they did take calls on the move, those conversations happened on personal phones, outside the tool suite, with no capture and no consistent workflow.

The Solutions

Choosing a Salesforce-native foundation

Salesforce is Block’s source of truth. Both Ivan Butler, GTM Technology Lead at Block, and Libby Canup, Group Product Lead, CRM Solutions at Block, anchored the evaluation on native integration. A Salesforce-native dialer eliminated the duplicate-or-missing task problems Block had experienced with prior tools, simplified security review, and surfaced rich conversation data directly into the system where reps and leaders already work.

“Revenue.io being Salesforce-native has been crucial for us. All of the data gets integrated almost immediately, and we have the opportunity to review it, take action on it, do whatever we need with it almost immediately.” — Ivan Butler, GTM Technology Lead, Block

Hitting ambitious operational targets from day one

Block set a high bar for Revenue.io from the start: 100% uptime, 94%+ rep satisfaction, and a 10% increase in BDR call volume. The logic was simple. If reps were saving time on manual work, they’d spend more time selling. Revenue.io hit all three.

Unifying dialer and video conversations in one platform

Block’s previous stack captured Google Meet in one tool and telephony calls in another, forcing managers and reps to jump between platforms to review conversations. Revenue.io consolidated both into a single conversation library, giving Block full coverage of every customer interaction, regardless of channel, with the same scorecards, analytics, and manager insights applied across call types.

“Having the full suite of calls, both our Google Meet calls as well as our standard dialer telephony calls, in a single location unlocks the opportunity for us to give individuals access to a single platform, as opposed to multiple different platforms. From a manager perspective, it allows them to see the performance of a rep across both demos and traditional dialer calls, with scorecards and other features applied across every call.” — Ivan Butler

Expanding from dialer to consolidated GTM platform

It’s increasingly common for go-to-market teams to live inside a Frankenstack: calls in one system, SMS in another, email in a third, analytics in a fourth, coaching in a fifth. Block initially evaluated Revenue.io to solve the dialer gap, but after proving out core capabilities, the team expanded into Conversation Intelligence, automated coaching and QA, and Guided Selling for sequencing, reducing swivel chair across the rep workflow, simplifying the tech stack, and consolidating SaaS spend.

“By centralizing everything into a single platform like we did with Revenue.io, our users have to go to fewer places to find the insights, automations, and workflows they need. We can have higher confidence in our analytics and the reliability of our real-time metrics, because we’re not syncing data across multiple different systems.” — Libby Canup

A three-month, region-by-region global rollout

From August to October 2025, Block rolled out Revenue.io across eight regions to 1,400 sellers in roughly three months, with Revenue.io-led enablement sessions delivered across time zones. Block’s frontline managers took a top-down approach to drive consistent adoption across every geography. The initial bulk onboarding moved close to 1,200 users onto the platform in a single upload, with 30 to 60 new reps added every month since.

A true partnership model with Revenue.io CSM Jessie Hamilton

A core part of Block’s experience has been the day-to-day partnership with Jessie Hamilton, Enterprise CSM at Revenue.io. Jessie adapts her approach to the level her counterpart operates at, getting into operational detail with Ivan, working strategically with Libby, and translating frontline feature requests into product roadmap input.

“You can tell that a partner is really well integrated when you don’t notice that there’s a different color on their badge when they’re walking around your office. I truly feel like the Revenue.io team is fully integrated. Some people don’t even realize they’re not actually employees on our team.” — Libby Canup

Powering Block’s field motion with the Revenue.io mobile app

Block’s reps were doing more of their work away from their computers — between meetings, between locations, between conversations. But their previous dialer kept them tied to a desktop, and when reps did take calls on the move, those conversations happened on personal phones, outside the tool suite, with no capture and no consistent workflow. As Block scaled its field motion, that gap became a blind spot at exactly the moment visibility mattered most.

“Previously, as we started to really build out and scale our field motion, which is a really critical part of our growth right now, we had a blind spot in terms of the conversations our reps were having face to face with our sellers in the field. With the mobile application Revenue.io has provided us, we’re able to capture those in-person conversations and extract the same insights, the same intelligence, and the same automations we can for reps in telesales calling from their desk.” — Libby Canup, Group Product Lead, CRM Solutions, Block

The Revenue.io mobile app gave Block’s reps full desktop parity in their pocket. Reps can now make calls, send messages, log activity, and review their conversations from anywhere — at a customer location, between meetings, or on the move — with everything captured back into Salesforce automatically.

“The mobile app has been a huge unlock from a data capture perspective. We now have coverage over all of these calls, and not just for reps capturing their individual conversations, but at the manager level, we now have insight into all of the conversations taking place both in the field and in front of the computer.” — Ivan Butler

The Results

Global parity across Block’s worldwide sales organization, on a single platform

• Consistent activity logging across every region
• Unified metrics and efficiency standards for sales leadership
• Faster time-to-market for new features and automations, built once and deployed globally
• Higher confidence in real-time analytics and pipeline forecasting
• 10% increase in daily call volume for BDRs

Organic AI adoption across the sales floor

• 86% month-over-month growth in rep AI adoption, driven by reps choosing to use it on their own
• 30 to 60 new reps onboarding every month, with productivity gains compounding as the team scales
• Reps running templated post-call prompts covering decision-maker name, business type, POS pain points, and go-live date to standardize discovery capture
• Reps asking Revenue AI questions like “what are the three ways I could have positioned this product better?” to get immediate, tactical self-coaching
• AI-drafted follow-up emails replacing manual composition, with reps validating and sending in a fraction of the time
• AI-generated summaries replacing manual CRM note-taking, giving reps time back to focus on selling

“As a company, the expectation is that all of our reps are AI-native to some degree. Our frontline reps being able to extract information from calls in a swift manner has been huge for getting time back to them, so they can focus more on selling.” — Ivan Butler

Empowering reps to make smarter, faster decisions

Revenue.io’s conversation data doesn’t just capture what happened on a call. It gives reps the intelligence they need to decide what to do next.

“Revenue.io provides all of our reps with the tools they need to make better decisions about how to engage with our customers, whether it be understanding their key objections and incorporating that into their follow-up pitch deck or their proposal, or understanding which competitors to include in a cost of ownership comparison to really helping us differentiate as a sales team and be better sellers.” — Ivan Butler

Full field visibility on the same platform

• Face-to-face field conversations captured automatically into Salesforce
• Same insights, intelligence, and automations applied to field calls as desk calls
• Manager-level visibility across every rep interaction, regardless of where it happens

Why Revenue.io?

When Block’s previous enterprise dialer sunset, the company faced a challenge most enterprises will recognize: a global sales organization, multiple regions, a fragmented tool stack, and reps who were doing more of their work away from their desks. Block needed best-in-class technology, a Salesforce-native foundation, and a partner who could move at the pace of an AI-native company.

What began as a dialer evaluation became a platform consolidation story. The day-to-day partnership with Jessie Hamilton turned Revenue.io into what Libby Canup describes as an extension of the Block team.

One of the core tenets Block operates on is giving time back to its customers through better tools. The same idea now applies internally. By giving reps time back from manual work, Revenue.io is helping Block extend its mission to its own sales floor, so reps can spend more of their day having richer, higher-quality conversations with the sellers they serve.

With AI-driven real-time coaching and richer pipeline automation on the horizon, the foundation Block has built is positioned to keep delivering across every region, every channel, and every conversation.