Using Pipedrive as the CSM tool

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Mo Malayeri
Mo Malayeri Member Posts: 2 Navigator
edited July 2020 in CS Technology

We have migrated to Pipedrive recently as our main CRM tool. It's been working perfectly for our sales team and I specially like the Insight feature where I can create advanced custom dashboards.

We are wondering if this is a good tool to use by our CS team specially when it comes to onboarding. Has anyone else used Pipedrive for the same purpose? What are the best practices?

  • Should we create a separate pipeline for CS? 
  • Should we only use organizations attribute or would it make sense to create a new deal for managed accounts? 

 

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  • Thomas Seelbinder
    Thomas Seelbinder Member Posts: 22 Thought Leader
    edited May 2020
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    I can't speak on Pipedrive specifically but they are a competitor of Nutshell which is used heavily by our business development team. Both systems are very similar and we use Nutshell for CS as well. It made sense from a process point of view since our CS and Biz Dev teams are in constant collaboration. 

    We use Tasks, Tags and some custom field options to help track touches, customer health (this is manual right now) and CS > Biz Dev handoffs.

     

    I hope that helps!

     

  • Mo Malayeri
    Mo Malayeri Member Posts: 2 Navigator
    edited May 2020
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    Thanks @Thomas Seelbinder. Will check them out.

  • Thomas Seelbinder
    Thomas Seelbinder Member Posts: 22 Thought Leader
    edited May 2020
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    Awesome! I'd say stick with Pipedrive if you've already launched it as your CRM.

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