Implementing a common solution for three different department-wide issues is a worthy note for any executive’s resume. In just five years, a SaaS regulatory compliance firm had grown to support hundreds of customers and land significant VC funding. The company is transitioning from start-up mode to sustainable growth.
Three (good) problems to have
A greater number of clients meant:
- An increasing amount of product improvement requests
- A constant flow of customer service requests
- A long-term goal of increasing client engagement to build long-term relationships
The core issue was the absence of an organized platform for clients to submit and prioritize their feedback, leading to inefficiencies and a heavy load on the support team. The company worked with Artichoke Consulting on a solution that would not only streamline these requests but also foster better engagement with their clients.
Breaking Down Three Problems
- The product management team has a roadmap of features they have heard prioritized from clients, but they are having a hard time deciphering the most requested features that would move the needle for the business based on hard data.
- The customer support team is a well oiled machine. They meet SLAs and customers enjoy the prompt service. However, as they continue to work they are slowed by sorting through lists of tickets that may also be product requests.
- Thirdly, the product team knows day-to-day client engagement is key for deepening client relationships and making the product more integral to client workflows.
These three problems all have a common solution.
A Common Solution on Salesforce Experience Cloud
To tackle this challenge, Artichoke Consulting partnered with the client to implement a product Ideas submission and voting platform on Salesforce Experience Cloud.
End users of the compliance platform are now encouraged to log in to the portal, submit their product ideas, and vote on ideas from other users. This collaborative approach ensured that the most popular and relevant features could be prioritized effectively with hard data.
This is right next to where they can submit support cases, read release notes, and discuss product use cases with users from other companies.
A Win-Win-Win
The implementation of the ideas platform had a transformative impact on the client’s operations:
- Reduced Support Cases: By providing a structured channel for client product requests, support caseloads were reduced by 20%.
- Improved Product Roadmaps: Product management knows what features will move the needle, and have a clear path to work on new features with engineering
- Long-term Client Engagement: End users now have a portal as a one-stop shop for everything to do with their usage of the compliance platform
Making the Change Stick
Alongside the client team, Artichoke Consulting didn’t stop at just building the platform. Together, we facilitated the transition of product managers to the new Ideas process, empowering them to build out product roadmaps based on client input. This transition involved extensive change management to ensure both internal and external user adoption, making the process engaging and seamless for all stakeholders.
To help facilitate the transition, the BI team built customer and product support dashboards with data from Salesforce. The dashboards show the most popular requested features, where the customers most engage in the portal, and what are the most common customer support issues.
We all love a clean, easy-to-use customer portal, and we are excited to see what this company does next.
