The Challenge

Lack of visibility and centralization.

FiscalNote is a premier software, data, and media company that allows its users to pursue opportunities and mitigate risk arising from legislation and regulation. The platform supports thousands of organizations and utilizes data sourced from around the world. FiscalNote’s mission is to prepare organizations for a rapidly changing world by unifying the work of public, corporate, and government professionals.

FiscalNote’s lean account management and customer success team struggled to keep up with a rapidly growing customer base. Their customer insights were lacking -the team wanted to shift to being more proactive versus reactive.

The team aimed to better make sense of their data and build a 360-degree view of their customers. Much of this information was siloed in different areas and not easily accessible.

They lacked an easy-to-use centralized repository to track customer information, account history, and overall satisfaction.

Ensuring CSM touchpoints were completed was a struggle, it was difficult to monitor the completion of these activities.

The Process

With the help of ChurnZero, FiscalNote:

Increased management visibility into customer health

ChurnZero and FiscalNote identified metrics that accurately scored their customer’s health. Centralizing customer data allowed the team to stay up-to-date on churn risks and ultimately feel more confident in their account management.

Achieved productivity increases through real-time alerts

Alerts enabled the CS team to proactively stay engaged with their accounts. Real-time notifications gave the team insight into churn risks – such as low engagement. Additionally, they were able to easily identify which tasks were open and still needed to be completed by the team.

Mapped their customer’s journey

Having mapped out their customers’ on-boarding journey, the team is now able to track progress in real-time. By establishing timelines for each milestone (and the journey as a whole,) FiscalNote has benefited from increased visibility during the entire customer onboarding process.

Transitioned from using ‘gut instincts’ to a strategic approach

The team formerly relied on their best guess – an approach that was weak and reactive. Now the team leverages key metrics that gauge their customers’ health and likelihood to renew, allowing them to work more efficiently and proactively.

Enabled data-driven discussions

The platform allowed for FiscalNote to access in-depth insights about their accounts and product usage. By doing so they were able to tailor their engagement to make customer conversations more relevant.

The Impact

In just over one year, FiscalNote achieved the following results.

Since implementation their number of accounts managed have increased from 300 to over 4,000 clients. Despite a 6x increase in managed accounts, the CS team has only needed to grow from 10 to 20 employees.Leadership is equipped with better oversight of team activities and outcomes. Aggregated customer and team reporting allow for trends to be identified and service gaps closed.

FiscalNote’s team have realized measurable ROI as a result of their increased retention rate. Not only has their investment provided a strong return, but the team is better equipped to identify future upsell opportunities.