For many of us in SaaS-based businesses, the recent uncertainty surrounding the COVID-19 pandemic means that, while our offices are closed, we’re working from home full time. While the rise of team management tools like Slack or Google Hangout has definitely made this transition easier, specific departments are being forced to figure out how they want to weather this extended period at home.
Customer success teams specifically must address a few additional challenges and considerations as well. First and foremost, customer success teams deal directly with customer teams that may or may not also be working at home. Whatever remote processes you put in place must be flexible enough to include these external teams as well. And second, customer-specific workflows can’t fall to the wayside during remote work. Because customer success is such an essential part of any SaaS business, ‘winging it’ when it comes to data tracking or customer lifecycle management just won’t cut it.
Looking at the unique needs of a customer success team to operate efficiently while remote, there is a clear need for a customer success-specific platform to help manage these processes and workflows. Here are a few other benefits of having a customer success platform for a WFH or full-time remote team:
Benefit 1: Everyone has access to data regardless of when or where they need it. Oftentimes, when teams are remote they can fall into a trap of not knowing where specific information is or, even worse, not knowing how to access the data they need. Having a single platform where all team members can easily visualize key data is critical, especially in times of indefinite remote work.
Benefit 2: Anyone can identify the root cause of an issue. Having a single source of truth across your team is paramount for resolving issues during periods of remote work. If a team member can’t be reached or is unavailable, your customers still want answers to their questions. A customer success-specific platform gives an entire team (including executives and other leaders throughout the organization) the ability to see where issues are occurring and work to overcome these challenges.
Benefit 3: It’s easy to visualize progress – even with customers. Depending on your industry, working remote doesn’t mean that you can suddenly change up your processes or deliverables with customers. In fact, customers will probably expect an even higher level of attention to ensure key projects aren’t falling by the wayside. A customer success platform allows customer success teams to not only clearly visualize progress and results but share this data directly with customers in an easy and meaningful way.
While working remotely as a SaaS organization may seem like business as usual, there is more at play – and at risk – for customer success teams. This is why having a customer success-specific platform in place can help your customer success team operate more efficiently and keep customers happy during periods of remote work.