Increase Customer Motivation & Output During Implementation
IntelAgree, a growing contract management SaaS company, runs a lean (and not mean, but incredibly friendly) churn-fighting machine, consisting of the Customer Success and the Professional Services/Implementation team. Unlike most emerging companies, IntelAgree had the foresight to seek a scalable implementation and customer success solution before maxing out their operational capacity.
Staying true to the proactive ethos of Customer Success, IntelAgree’s Director of Professional Services, Kyle Myers, and Head of Customer Success, Matthew Miller, sought to lay the preliminary groundwork for future team growth. As Miller put it, “Waiting a few years until we approached overload would have made it a nightmare.” But IntelAgree’s preemptive action doesn’t mean the team still didn’t encounter early growing pains.
10%
YoY increase in customers
using more than one solution
11.7%
increase in Net Revenue
Retention (NRR)
28%
YoY expansion in customer
renewals revenue
“For anyone looking to scale their business, ChurnZero is a phenomenal tool. I’m very much about data and ease of use, and ChurnZero does just that.”
Matthew Miller, Head of Customer Success, IntelAgree
The Challenge
Within four months of launching ChurnZero, IntelAgree was able to:
- Increase customer product usage during onboarding. Empowered with usage data, customer champions can address challenges and help team laggards. “As a result of human nature, most people don’t like to admit when they’re struggling. Or, they might have the mentality that if everyone else on the team say it’s fine,
- Create a new self-service implementation offering. Using External Journey Reports, the team is building a new implementation tier called Launch Pad. Myers explains, “We’re placing some of the implementation capabilities in our clients’ hands.
- Deliver instant insights for leadership without a reliance on Customer Success. “ChurnZero’s reporting makes my job easier. Rather than creating status reports each week for leadership, I can share a dashboard with ChurnScores and product usage. Then, we have a conversation about the users who might need more attention instead of running down the entire customer list from A to Z,” says Myers.
- Keep customer momentum alive post sale. To ensure customers stay engaged, IntelAgree drips training material to customers at optimal points along their journey using Plays. “We automate a Play to send a terminology sheet before a customer’s first configuration call. This ensures when we have the meeting, we’re all speaking the same language. Then, before a key testing checkpoint, we send training videos to familiarize the customer with the product,” says Myers.
- Begin building a business case for investors. “Leadership is excited about how this helps us in the future when we look to fundraise again,” says Myers. “That’s not on the immediate horizon. But as a growing company, it’s something that we’re always thinking about.
The Process
Within four months of launching ChurnZero, IntelAgree was able to:
-
Increase customer product usage during onboarding. Empowered with usage data, customer champions can address challenges and help team laggards. “As a result of human nature, most people don’t like to admit when they’re struggling. Or, they might have the mentality that if everyone else on the team say it’s fine,
-
Create a new self-service implementation offering. Using External Journey Reports, the team is building a new implementation tier called Launch Pad. Myers explains, “We’re placing some of the implementation capabilities in our clients’ hands.
-
Deliver instant insights for leadership without a reliance on Customer Success. “ChurnZero’s reporting makes my job easier. Rather than creating status reports each week for leadership, I can share a dashboard with ChurnScores and product usage. Then, we have a conversation about the users who might need more attention instead of running down the entire customer list from A to Z,” says Myers.
-
Keep customer momentum alive post sale. To ensure customers stay engaged, IntelAgree drips training material to customers at optimal points along their journey using Plays. “We automate a Play to send a terminology sheet before a customer’s first configuration call. This ensures when we have the meeting, we’re all speaking the same language. Then, before a key testing checkpoint, we send training videos to familiarize the customer with the product,” says Myers.
-
Begin building a business case for investors. “Leadership is excited about how this helps us in the future when we look to fundraise again,” says Myers. “That’s not on the immediate horizon. But as a growing company, it’s something that we’re always thinking about.
The Impact
Within four months of launching ChurnZero, IntelAgree was able to:
- Increase customer product usage during onboarding. Empowered with usage data, customer champions can address challenges and help team laggards. “As a result of human nature, most people don’t like to admit when they’re struggling. Or, they might have the mentality that if everyone else on the team say it’s fine,
- Create a new self-service implementation offering. Using External Journey Reports, the team is building a new implementation tier called Launch Pad. Myers explains, “We’re placing some of the implementation capabilities in our clients’ hands.
- Deliver instant insights for leadership without a reliance on Customer Success. “ChurnZero’s reporting makes my job easier. Rather than creating status reports each week for leadership, I can share a dashboard with ChurnScores and product usage. Then, we have a conversation about the users who might need more attention instead of running down the entire customer list from A to Z,” says Myers.
- Keep customer momentum alive post sale. To ensure customers stay engaged, IntelAgree drips training material to customers at optimal points along their journey using Plays. “We automate a Play to send a terminology sheet before a customer’s first configuration call. This ensures when we have the meeting, we’re all speaking the same language. Then, before a key testing checkpoint, we send training videos to familiarize the customer with the product,” says Myers.
- Begin building a business case for investors. “Leadership is excited about how this helps us in the future when we look to fundraise again,” says Myers. “That’s not on the immediate horizon. But as a growing company, it’s something that we’re always thinking about.
IntelAgree • CASE STUDY PDF
Increase Customer Motivation & Output During Implementation
How You Can Start
To find out how you can proactively engage customers and better understand your user behavior to increase product adoption, schedule your demo of ChurnZero today.