CS Workflow Tech - suggestions?

KatherineBentley

To experienced CS professionals, can you recommend any useful workflow tools which allow CS to manage the full customer lifecycle, from onboarding through to renewal?

I'm stuck in the dark ages ticking off cells in an excel. Any CS suggestions welcome.

Thanks so much,

Katherine

William Buckingham

@KatherineBentley It would be helpful to know what tech stack already exists at the business. Is the Marketing and Sales motions also being done out of spreadsheets? Or is there a CRM? If there's a CRM, your best bet is to get you and your CS team into the CRM and start building some functionality for yourselves there. Even if you all do not have a CRM, I'd argue a CRM is the place to start. Both sides of the funnel will benefit. What's the average deal size of your customer base? Are you looking for high-touch or more digital-led CS motions?

Specifically for onboarding, RocketLane can be a great option if you are doing direct engagement onboarding. . Especially if you are early stages and don't know what the rest of your tech stack will be. It allows you to create a shareable space with the customer that allows both parties to check off and update an onboarding tracker. Best of all, you only pay for internal user seats, and do not have to pay for customer seats. So it scales nicely.

If a CRM is out of the question from a cost perspective, you could run much of the customer journey from a Project Management tool such as Monday.com. It will get messy at times, and simplicity, not complexity or the covering of every detail will be your friend here.

Again, I'll stress that LOADS of CS can be accomplished with a CRM, especially if the comparison is to spreadsheets. Feel free to provide more context if I'm missing something that could make my recommendations more effecitve.