“Any employee can get up and running on Salesforce in just a few minutes, so it’s really easy to expand the number of people interacting with customers.”
Asana’s team chose SalesforceIQ because it approaches relationship management differently than traditional CRM products.
“SalesforceIQ offers a more people-centric way to track and collaborate on sales relationships,” said Van Zant. “And it’s incredibly easy to get started.”
Asana uses SalesforceIQ to track sales activity, customer success programs, and post-sales workflows with customers that include other fast-growing startups such as Rdio and Uber. Instead of sending internal emails, teammates use SalesforceIQ to comment in the data stream. This keeps conversations in context, while also reducing email volume. Teammates assign follow-ups when they hand deals off to colleagues, which further streamlines the way customer-facing teams work together.
Asana also chose Desk.com for customer support because the app makes it easy to communicate with customers through email, Web, Twitter, and Facebook — all in one place. The company quickly grew to love its ease of use and flexibility as well.
“Any employee can get up and running on Desk.com in just a few minutes, so it’s really easy to expand the number of people interacting with customers,” said Van Zant. “It helps our support team be more efficient, even during periods of extraordinary growth, and keeps everyone focused on customers.”
And, with Desk.com, Asana’s team can quickly update workflow rules on the fly, so the company can easily respond during busy times or when a business process needs to be changed.
SalesforceIQ has helped Asana refine sales processes, and because the system automatically captures communications activity, all data is clean, accurate, delivered nearly in real-time, and easy to share.
“We are heavily invested in customer relationships,” Van Zant said. “With SalesforceIQ, I don’t have to ask people how their deals are going and rely on their interpretation of the facts when we make business decisions. I can get past the numbers into the meat of every relationship.”
Desk.com helps increase transparency and leverage customer insights around the company. The customer support team regularly reports on customer issues and shares feedback at company meetings, and works directly with the product management team to tweak existing features or add new ones.
Van Zant explained, “We use Desk.com to read and track every piece of customer feedback, which makes the support team instrumental in building a product road map that delivers what customers really want.”
Desk.com and SalesforceIQ have encouraged collaboration among Asana’s customer-facing teams, even through rapid growth. It’s easy for employees to share information so everyone at the company has a complete view of every customer and can deliver exceptional experiences — every time.