The other night, we met with Joe, who works in customer success for a mobile app company. We loved this quote from him:
"Now I can tell people that I'm an app developer!"
He was so happy with the feeling of power and agency he got from being able to bring a customer live all on his own, even though he doesn't have coding experience. It reminded us how the best tools are not only more efficient for the business, but make people feel in control.
Does your customer success team have good tools? Here are some questions to ask to answer that question:
We in customer success sometimes don't realize the possibilities of automating our implementation process because we may lack the technical background. Plus, we're busy putting in the work to understand the customer!
If your answer to that third question was more than 20%, you're missing out on the power and efficiency that automation can bring you.
Start with a mindset shift: you're a customer of the software engineering part of your organization. How often do you meet with developers? How often do developers watch your workflow? We bet it would drive them crazy to know how many manual steps it takes to complete some of your tasks. Engineers crave efficiency and solving problems.
So step 1 is: Meet with your engineers. Let them observe your workflow.
Those developers will help you identify bottlenecks in your process, and steps with wasted effort. These could be things like:
Now that you've got an engineer bought in and you've identified some problems together, it's time to convince your company of the value of automation.
Step 2 is to quantify how much the manual work costs.
Spend one week where you and your customer success team measure the amount of time you spend doing these manual tasks. Have your developer partners measure how long they spend doing work requested of them by the customer success team.
With your measurement in place, your developer team can start using technology to solve those problems from before: