Customer success has always been important to GoCardless. “We want to make sure no GoCardless customer gets left behind,” said Chief Customer Officer Pat Phelan. “With Service Cloud, we can track and enrich the customer journey - from the initial onboarding to ongoing account management.”
To ensure it can provide a seamless customer experience, GoCardless needs advance visibility of new deals as well as contract renewals. “With Service Cloud, we can forecast the resources needed to meet changing customer demand and get smarter at capacity management,” explained Phelan. “A customer success manager is assigned as soon as contract negotiations start which means they can support the sales rep in closing the deal. They can also reach out to the customer to make introductions - it’s such a simple thing but makes a massive difference.”
GoCardless has set up a number of automated triggers and workflows in Service Cloud to ensure tasks are assigned to relevant team members. Everyone has visibility of previous customer interactions, which ensures a seamless experience. This centralised approach means GoCardless can evaluate its performance at different milestones as well as overall customer satisfaction rates, which feed future innovations and improvements.
To further enrich the customer experience, GoCardless plans to use Quip to make the account review process more collaborative and to implement a new customer self-service hub on Community Cloud.