We all know customer engagement is critical in making a sale — but what happens after that deal closes?
Here at ProsperWorks, our Customer Success (CS) team leverages the platform to keep track of all contacts and customers. We work closely with our users to ensure their desired outcome is achieved, and analyzing customer data along the way is essential.
Staying Ahead of the Game
A poor onboarding experience can destroy the growth any company – luckily, CS is on hand to guarantee things go smoothly. For Jack James (Manager, Customer Success), ProsperWorks is a valuable asset to his workflow.
Starting with the basics, the features in our newly-enhanced dashboard help Jack prioritize his day. “With visibility into daily calendars, I see all of my meetings for the day and plan around them. There’s no need to go back and forth between tools.”
Throughout any sales cycle, the Sales Opportunities Pipeline provides a micro view of all prospects. Our CS team uses Pipelines to view newly-registered customers and determine who is in need of onboarding.
Seen below, the ProsperWorks Customer Onboarding Pipeline is customized with various categories. Anyone new to ProsperWorks is labeled as Re-Engage, Sales Hand-Off, First Consultation, Second Consultation, Training, or Onboarding Complete:
As stated by Jack:
“These stages help CS identify which step in the onboarding process the customer is in. Re-engage identifies the customer is slipping out of the cadence, and different interactions will be required to get them back on track. Sales Hand-Off tells us that a welcome email has been sent to a customer, but they have yet to schedule a meeting with CS. First Consultation, Second Consultation, and Team Training each indicate respective meetings have been booked on the calendar. Onboarding Complete shows that the customer is ready to be handed off to their Customer Success Manager. Once complete, the opportunity is marked as Won.”
Keeping Tabs on New Customers
To ensure data around new customers is visible and accessible, Jack uses ProsperWorks’ Activity feature to jot down updates. He also uses Activities to gain access to previous notes and conversations around a customer, as well as “visibility into key decision drivers” throughout their purchasing process. For Jack, “Activities help determine priorities when bringing someone on board and allow me to tailor onboarding to suit their specific needs. They also provide my manager with visibility around how I’m doing my job.”
With the high volume of customers in the ProsperWorks system, Automated Actions are an easy way for CS to stay in touch. Because they create follow-up tasks based on action triggers, Jack says he’s “able to speak with people on a regular basis, while making sure no one loses interest.”
For example, if someone has been inactive in ProsperWorks for over a week, Jack would be notified to send a follow-up email to ask if they needed further assistance, or have any questions.
Taking Advantage of Integrations & Add-Ons
Alongside ProsperWorks, Jack uses a few different things to optimize workflow. Google Drive is helpful, as he can “create onboarding files specific to clients, and collect information around sales processes and other data.” These folders provide even further context around any opportunity and can easily be associated with any entity in ProsperWorks, so anyone on the team can quickly and easily see related files and documents.
“With the ProsperWorks Custom Report Builder Google Sheets add-on, we have additional analytics to optimize the pipeline.” This works as the Custom Report Builder exports any data set from ProsperWorks directly to Google Sheets, creating a report or dashboard for managing businesses. As a result, Jack’s team is able to to look at everything from users’ Average Inactive Days to Historic Pipeline Velocity. “Overall calculations show where everything is at, and the dashboard helps in evaluating what’s on track. This also allows us to compare current metrics to the past.”
ProsperWorks’ partnership with Zapier has also been beneficial to Jack and his team, as Zapier makes it easy to automate tasks between web apps. Jack has built a “Zap” between Zendesk and ProsperWorks, so “when a ProsperWorks customer submits a Zendesk, ticket, we are automatically notified right in the company record.”
Words of Wisdom
The success of your business is inherently intertwined with the success of your customer. Jack’s advice to ProsperWorks users that are onboarding new clients? “Prioritize your time by implementing filters in your Pipelines to see who you should follow up with first. And always log all of your calls and meetings as they happen to have a single repository of information.”
At the end of the day, “The tool is basically an aggregation of data. The more data you have, the more insights you’ll receive.” For the ProsperWorks CS team, collecting data and analyzing insights allows for better internal performance and an improved external perception.
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