💡 How to streamline the transition between sales & CS teams
💡 How to reduce onboarding inefficacy
💡 How to build a strong customer relationship
How Reveal streamlined Sales to CSM handover using Katalyz
The problem: When success requires a detailed onboarding
As any solution which is really innovative, using Reveal implies getting thoroughly onboarded through the solution.
- First because Reveal connects with your CRM, which hosts the most sensitive data for a company (its clients and, more importantly, its prospects).
- Second because Reveal is an extensive solution, covering many different use cases, and you might not know where to begin.
- Third, because as it introduces a new concept - nearbound - it also implies notions that need to be understood to take full advantage of the solution.
Besides, as any network, the value of Reveal is closely linked to the quantum of connections that any user has within this network. In the case of Reveal, it means that the more partners, customers and prospects a new user invites on the platform, the higher the value of the solution gets.
For all these reasons, onboarding is key at Reveal. This is why they built a detailed onboarding process, enforced by a team dedicated to setup and support.
The challenge is of course to get users going through this process, and as fast as possible not to loose momentum. And you do not want to give him the impression of being shuffled between several teams, and having to repeat the same information he has already delivered to the sales team. The challenge is even bigger when you need to onboard several teams at the same time, as Reveal does with sales and partnerships.
Any CSM knows it is touchy: you do not want to rush your customer and create unnecessary friction, but you know that you need to get him to the well-known AHA moment before anyone can challenge your solution ROI. Otherwise it might lead to an early churn. What is the trick then? To work on your sales to CSM transition and drive your onboarding on a project mode, ie. to get your client to be involved and co-build the success of your solution deployment (vs. a top-down onboarding seen as a constraint).
But how to do that?
The solution: Drive the onboarding process through a collaborative solution
The solution is actually quite simple, and already widely used internally by most companies: as you would run an internal project through a project management tool (such as Notion, Trello, Workday, Asana, etc.), you need to drive your onboarding with a collaborative solution shared with your customer so that:
- You give your customer a complete visibility over the process, from sales to success (until full deployment);
- You engage all users on specific tasks, next steps and due dates;
- You easily identify blockers and how they affect the deployment of the solution.
As a result, you ensure that all the onboarding processes are driven the same way and you increase the chances of customer success.
Can you do that with a classic project management tool? No, for two major reasons:
- You need to have a solution deeply integrated to your CRM to centralize all your customer information from demo to onboarding, and offer a seamless experience to your customer.
- You need to have a solution designed for internal and external collaboration, all in one place: some info cannot be shared with your client, some only with specific users (e.g., the management), etc.
This is why Reveal went from using heavy spreadsheets that customers barely checked to using Katalyz to manage all their clients onboarding and beyond. They can create dealrooms directly from their CRM with a detailed sucess plan, FAQ, support videos, etc. And they can invite all their stakeholders, internal and external, with different permissions, allowing everyone to collaborate in one place without compromising confidential information.
“Today, we manage the whole buying journey, from sales to onboarding, with just one tool, instead of juggling different solutions. Katalyz is a real time-saver. And cherry on the cake, it creates a wow effect among our clients and it boosts activation. Definitely a must-have for any customer-facing team.”
Delphine Le Person, Client Services Team Lead @Reveal
The outcome: More active customers with an onboarding twice as efficient
Since Reveal is using Katalyz:
- The transition between teams (sales, client services and customer success) is seamless for the customer, all interactions being centralized in the same place.
- They create a success plan in one click directly from their CRM, instead of spending hours drafting a spreadsheet.
- Every time they share a dealroom with one of their customer, they create a wow effect (that contrasts with the impression of constraint that onboarding used to give).
- As they have detailed activity analytics directly in Salesforce, they can immediately take action on customers that might be at risk.
- Once the onboarding is over, they keep interacting with their customer through the dealroom (communicating on new features, organizing QBR, anticipating renewals, etc.)
As a result, Reveal managed to reduce the time-to-activation by half using Katalyz.
“Since we use Katalyz, we cut the time-to-activation of our clients by 50%.”
Antoine Roubaud, VP Partnership & Success @Reveal