CASE STUDY

Customer Onboarding


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UpKeep is a mobile-first software focused on delivering asset and maintenance management to support the deskless workforce. UpKeep believes that with better input from technicians, and seamless collaboration with the office, maintenance teams can make data-driven decisions to double productivity.


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INTERVIEW WITH

Joseph Schmitt
Director of Customer Success

“We are a small team launching a large number of customers, which would be nearly impossible without TaskRay.”


Pain Points

As a fast-growing startup, UpKeep was using a handful of ad hoc processes to onboard their customers. Once Joseph Schmitt joined the team as the Director of Customer Success, UpKeep began the process of implementing Salesforce, and he knew they would need to solidify their customer onboarding process as well.

It was important to UpKeep to create an onboarding system that would scale with their business and TaskRay fit the bill.

Why TaskRay?

Having worked with TaskRay before, Joseph knew that the 100% Salesforce native tool would be a seamless way to manage the entire customer lifecycle process.

UpKeep decided to build their entire onboarding and customer lifecycle process around TaskRay’s functionality because they recognized the advantages of using the Salesforce platform as their single source of truth.

Implementing TaskRay

In preparation for bringing on multiple customer success managers, UpKeep’s TaskRay implementation focused on scaling their onboarding quickly. With a solid process in place, they could empower each success manager to onboard new customers based on their specific criteria and needs.   

Another high priority for UpKeep’s implementation of TaskRay was the ability to identify expansion opportunities within new and existing accounts. They were able to achieve this with TaskRay by automatically cloning account review and outreach projects at critical points within a customer’s lifecycle, thus opening up the opportunity for growth within existing accounts.  


“TaskRay’s native functionality made it a seamless way to manage the entire customer lifecycle process.”


Benefits of TaskRay for UpKeep

The UpKeep customer success team is seeing a number of positive benefits from using TaskRay, including:

Eliminate disparate systems. TaskRay has taken the place of other systems that could be distracting to the onboarding process.

Easily evaluate and manage expansion opportunities. With TaskRay’s automation functionality, UpKeep is able to clone templates for reviewing existing accounts at strategic times within their customer lifecycle.

Reduced onboarding time. Because customer success managers have all the steps in front of them from day one, they can help customers get to value faster. They are now tracking their onboarding process in hours, instead of days or weeks.

Improved transparency for teams. With TaskRay’s reporting functionality, Joseph can see exactly where each account is in the onboarding process instantly, allowing him to better manage his fast-paced team.

All data lives within Salesforce. Because TaskRay is native to Salesforce, it allows teams like UpKeep to keep all their customer data secure and centralized. This helps when doing things like running quarterly business reviews or analyzing implementation timelines.

Dynamic reporting on Projects. The UpKeep team often leverages TaskRay’s native functionality to build reports on critical project data like duration and status.


Learn More About TaskRay

To find out more about TaskRay, reach out to your account executive or schedule time with one at your convenience.