Jul 2nd, 2018. 4 min read
Cross-department tasks for startup
As a Start-Up, it's critical that each department manages their role in the sales cycle in a timely manner in order to take a customer from contract to fully implemented. Each department utilizes their own software to manage their role, making it difficult to know exactly what stage a customer is in, especially when moving from sale to implementation to billing/accounting. This lack of transparency has created a lot of friction in the past - until we implemented monday.com and created this template for unifying everyone in the process.
Our sales team starts by utilizing this template to enter in high probability close leads into the "In the Sales Process" board. This allows our customer success and accounting department to plan their time according to deals that could be coming down the pipeline fairly quickly. The sales team will then move that account to the "Customer Success Takeover" board, signifying that a contract has been signed and the customer will be handed off to the Customer Success team for implementation. At that point, the sales rep will also assign the accounting rep to the customer so they know to start their part of the process and trigger next steps for customer success. Then, all 3 roles have a visual of what stage the customer is in, can communicate cross-departmentally and it will reduce the amount of meetings, emails and frustration that occurs with new customer implementation and onboarding.
*Please note that this does not take the place of Salesforce for our sales team, this tool just provides everyone involved with a high level understanding of the stage of the customer.
Getting started tips
Start by knowing which departments can benefit by being part of the board. Then identify which stages of the company could use more transparency. For example, for our team, Customer Success cannot begin any customer implementation until payment is received - so we made sure to create an accounting contact and add a billing stage to the board so that Accounting could easily show Customer Success if a customer has been invoiced and when they have paid. In addition, identify only the critical pieces of information that everyone will need to know - such as contact name, anticipated Go-Live date, location, etc.
"This template is brilliant because it puts all of the key players on the same page, reducing stress and frustration while increasing transparency, productivity and collaboration."
Why we love this template
We love this template because it has become our main source of communication between sales, customer success and accounting. It has reduced the amount of emails being sent, cuts down on lost information and can provide a clear picture of progress for each department. We love that our customers receive a better service experience because of it.
Without this template I would
Without this template, I would definitely lose time and would not have the transparency needed to ensure a successful rollout of all new customers. Before this template, there were so many details that got lost in translation or between different team members, creating more work and unnecessary friction. Without this template, I could not do my job as successfully as I do today.
Hi I'm Aimee Slade from Lettuce Box and this was my story
Hi I'm Aimee Slade from Lettuce Box and this is my story, check it out