Boardable is an online board management portal that centralizes communication, document storage, meeting planning, and everything involved with running a board of directors.
Boardable has been using Hubspot for marketing and sales but the customer service team was using several other tools to communicate with customers, collect user sentiment and internal communication. There was little visibility into product adoption and no indicator to renewal forecast. The rest of the organization did not have visibility where a customer is, if they completed onboarding, doing well or if they are at risk of churn.
- Hubspot Service Hub implementation, automation, reporting
- Web Imagine implemented Hubspot Service Hub, providing visibility during the entire customer journey.
- We worked with the Boardable team to define and implement a Customer Health Score based on product usage, that is used in several areas from at-risk assessment and management to onboarding and renewal management.
- Renewal deals are automatically created and moved between stages based on the time left to the renewal date, customer health score & payment status
- Visibility into the likelyhood to renew
- Customer success reps can focus on the highest risk accounts
- Time savings - up 20 hours per month
- Onboarding tickets are created automatically at deal close and Onboarding specialists are assigned based on several criteria (software package, expertise, size of client, etc)
- Visibility into what stage the customer is and time to onboard
- Visibility into customer satisfaction and product usage at the end of onboarding
- Time savings - up 10 hours per month (switching between platforms, compiling manual reports)
AT RISK MANAGEMENT
- At Risk tickets are created automatically when Customer Health score reaches a threshold or unfavourable NPS score
- Customer success reps can be proactive and schedule training or address any customer complaints
- Growth retention increase by 5% in the first 6 months
Corina does an excellent job helping to achieve the vision of a well-designed CRM. She was able to bring Customer Success ideas to live through her knowledge of the tool, creativity and candid feedback. This work is invaluable for any organization working to keep a single source of truth for all customer records!
Director of Customer Experience | Boardable
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