“In the early days, I was stretched so thin. Over the first two years, we went from one use case for Salesforce — tracking the CEO’s deals — to multiple use cases.”
Though Zignal Labs encountered few urgent issues, knowing Premier+ Success was available to resolve issues immediately made Jackson feel more confident and in control. She recalls when she submitted a case at 5 p.m. on a Friday evening as a final task before leaving for the weekend. Jackson received a response from the Premier+ Success team immediately informing her that they were ready to follow up right away.
“The fact that I got that turnaround on a minor case was really impressive,” she said. “Knowing that I have that response time is a sense of security for my team. If I didn’t have that backup, I wouldn’t have any backup.”
As Zignal Labs approached the one-year anniversary of signing up its first clients, the team realized it had no way of tracking subscription renewals. The company needed a way to account for revenue from renewals and track whether clients wanted to move forward with their subscriptions. Jackson wanted to find a way to automate renewal tracking while making sure data was accurate.
Having never tackled a project like this before, Jackson gathered ideas from Zignal’s head of sales and customer support team about the kinds of information and functionality that would support a renewal-tracking process. Jackson then brainstormed with the Success Manager and Premier+ Success representatives to determine the kinds of reports and dashboards Zignal needed and how to build the right internal processes.
“Premier+ Success experts were a sounding board and knowledge base for me,” she said. Together, Jackson and representatives from Premier+ Success determined how Zignal could use Process Builder to create a renewal workflow, which included setting up tasks, determining the right apps for internal teams to use, and defining how to file cases to support the process. Jackson passed the complicated pieces of the renewal workflow she couldn’t handle herself off to the Premier+ Success team, which distributed the work to Salesforce engineers.