ARC also worked with the sales team to re-invent the sales-to-success handoff. By studying patterns in customers’ buying habits, ARC was able to work with GovOS to stand up a consulting offering, in addition to standard onboarding, leading to over $500k in value created over two years (replacing free work the success team had already been doing).
As with many ARC projects, the entire customer journey was built and automated in Salesforce. Workflows were devised to streamline product configuration, notify teammates about all aspects of the customer journey, and capture product usage data all in one place. A Salesforce native project management tool, Taskray, was implemented and rolled out to the GovOS team. This enabled professional services, accounting, and project management.
ARC also overhauled product utilization tracking. By integrating salesforce, the GovOS Studio product, segment, and intercom, all product usage data elements were now in one place. ARC built a Business Intelligence Tool to synthesize this data over time enabling the team to go to one single dashboard and view product usage changes for any customer temporally. This allowed the team to reach out when key product events occurred.
By diving deep into the customer journey, collaborating across all teams within the organization, and setting up tooling, ARC was able to transform the way GovOS did business. The team had additional professional services revenue, scalable plans for onboarding and retaining customers, increased utilization of salesforce, and streamlined product data to help them grow.
