COMPANY OVERVIEW
Service365 is a founder-led field service automation software platform that simplifies business operations by integrating customer management, job handling, and accounting solutions for companies that utilize field service agents. As a startup, they aimed to create a seamless field service management experience for businesses, letting them focus on quality service delivery.
Who we worked with: Business Leaders Looking for Growth
Fractional Sales Leadership
Revenue Enablement Services
Sales Playbook
GTM Strategy
Customer Success
Service365 growth impacts
PRODUCT-MARKET FIT
NEW SALES OPPORTUNITIES
EFFICIENT CUSTOMER SUCCES PLAYBOOK DEVELOPMENT
COMPANY GOALS
Service365, equipped with ambitious aspirations and a handful of clients, engaged TeamRevenue to build and execute an outbound sales model and a customer success program to onboard and service clients. Ensuring rapid product-market fit was vital not only for immediate growth but also to attract investments for their future growth plans.
CHALLENGES & OBSERVATIONS
As we began our engagement we uncovered the following challenges:
- There was no real go-to-market strategy other than paying a third-party demand-generation company to send outbound emails to try and book appointments.
- Although the company had hired a sales manager, neither the founder nor the manager had any experience building sales teams, strategies, processes, or enabling sales technology.
- The customer success team had built an onboarding process from a spreadsheet with many detailed steps, but it was not integrated with any internal process or client records.
- Being a start-up company, they had limited funds but needed to make a big impact fast and early.
- The company had hired a recent graduate with no prior sales experience to be their first and only business development representative (BDR).
GROWTH IMPACT & OUTCOMES
- Service365 honed its product and messaging to resonate more effectively with its target audience, moving closer to product-market fit.
- The outbound sales strategy yielded 29 new demos booked in the first two months.
- Within the first two months of engagement, the customer success playbook for Service365 was developed, automated, and enabled within the team to effectively support the client onboarding for their next two clients.
We added 29 new sales opportunities to our sales pipeline within the first 2 months of our program. TeamRevenue’s systematic approach accelerated the relevance of our start-up to our marketplace. We are delighted with the impact it created for our team.
Andy Ketelars, CEO, Service365
THE APPROACH & SOLUTIONS
- defining their ideal customer profiles (industries, size of company, region, and use case for their solution)
- defining their buyer personas who typically make up the buying committee.
- creating a messaging strategy to position Service365 in a way that resonates with potential customers
- developing an outbound sales strategy was selected to capture additional product market fit feedback.
Designing the sales organizational structure
In this case, a sales manager and a single business development representative.
Creating a Prospecting Plan
A prospecting plan was designed based on the messaging strategy defined in the go-to-market strategy. The prospecting plan included:
- Sales process development and a sales governance framework
- Target account planning
- Sales messaging templates that included:
- a. Call Scripts
- b. Talk tracks
- c. Email templates
- d. LinkedIn templates
- An outbound sales motion with defined and measured touchpoints/li>
- Objections and rebuttals template
- Sales presentation deck
- Training, enablement, and documentation of the entire sales prospecting process
Implementing HubSpot CRM and Sales Automation
With a strong messaging and sales process built, it was critical to implement the proper technology to support sales automation. Since the company was also going to build a customer success program, HubSpot Sales & Service Hub was the selected technology. The CRM was optimized and enabled with the following three steps:
- Step 1: Planned the custom design to optimize the outbound sales process.
- Step 2: Set up all automation and integrations to maximize sales effectiveness and KPI tracking.
- Step 3: Enabled the sales team with the CRM training support needed for adoption.
Mapping the Customer Journey
Using a journey map to track customer interactions, we highlighted their motivations and challenges at each touchpoint to streamline and improve their overall experience with the company.
Customer Feedback Loop
We implemented a survey feedback loop for every important touchpoint of the customer’s journey so Service365 can continuously improve its service.
Customer Onboarding
We built a customer onboarding process built in HubSpot Service Hub to centralize, automate, and integrate their customer journey experience in a central platform for sales, customer success, and marketing to view and manage.
Enablement and Training
We provided the sales and customer success department with all the enablement and training resources needed to adopt the new customer success experience. This included:
- Instructor-led training and enablement support
- Complete documentation of the customer success playbook
- Ongoing support and optimization for the duration of the program.
