Autoentry is an Irish SaaS startup that Accountants, Bookeepers & SMEs use to automate data entry for receipts, statements, invoices etc.
The training portal was my solution to a problem where customers were signing up for a trial of the software, but not using it.
The customer success team identified a problem whereby larger prospects were signing up for trials, but they weren't really engaging with them.
Users can be distracted in many ways (time, other tasks etc) and learning curves can become a blocker for individuals.
I suggested that presenting users with one space where they can perform a couple of tasks to test the software would help simplify this step of their journey.
This space would be a microsite where we would present key training materials only, asking users to perform a small number of tasks.
We would be able to track engagement with each prospect, obviously focusing on larger opportunities.
The clever bit was that we would build this space entirely within Pardot, which meant that we would be able to track every session and assess the entire engagement with the trial, from button clicks to document submissions.
This data being in Pardot meant that we could capture the engagement in Salesforce. So now bith the customer success and account managment teams had visibility across everything.
The customer success team could monitor progress and create bespoke messages based on their usage. The account managers could see churn risks and work with the customer success team to resolve any issues.
The Customer Success Team
Digital Marketing Team (me)
A Saleforce Admin
Input from sales
Set up two calls with the customer success team to go through the full customer journey, test the objectives and the asertain the data points that were required.
Step 1. Built a wireframe of how this would look and how the flow of data would work.
Step 2. Presented wireframe to Customer Success team for sign off.
Step 3. Built a working prototype in Pardot, tested the data flow with our Salesforce expert and presented to the team for final sign off.
Sheduled time with the Customer Success team to show them the protype in action as well as explaining the data flow into Salesforce.
CS team tested the training portal using dummy accounts and worked with the Salesforce Admin to ensure data was accurate and in the correct location.
CS team identified a few power users for the product and asked them to engage with the Training Portal, got a green light after some adjustments.
Go Live. CS & Marketing devised a series of emails to promote the Training Portal to specific customer types.
Set up two calls with the customer success team to go through the full customer journey, test the objectives and the asertain the data points that were required.
Step 1. Built a wireframe of how this would look and how the flow of data would work.
Step 2. Presented wireframe to Customer Success team for sign off.
Step 3. Built a working prototype in Pardot, tested the data flow with our Salesforce expert and presented to the team for final sign off.
Sheduled time with the Customer Success team to show them the protype in action as well as explaining the data flow into Salesforce.
CS team tested the training portal using dummy accounts and worked with the Salesforce Admin to ensure data was accurate and in the correct location.
CS team identified a few power users for the product and asked them to engage with the Training Portal, got a green light after some adjustments.
Go Live. CS & Marketing devised a series of emails to promote the Training Portal to specific customer types.
I Blocked off time for our in-house graphic designer.
The brief was to create a suite of illustrations, similar to the website, for this specific use.
All designs were to be used for a supporting PDF that could be shared with prospects.
This was one of the key areas to work on. I had spoken to a number of customers while looking for case studies, and I took the time to ask about navigating around the site.
There was a pretty consistent message saying that it wasn't always clear. I worked closely with the product team as well as sales on this and everybody was happy with this more simplified layout.
While I built this microsite myself in Pardot, I needed our Salesforce Admin to get the data to flow into all of the Salesforce reports for the customer success, sales and management teams to access.
This project went really smoothly. I knew who I wanted to work with and they were available; that was important. There were no external agencies to coordinate with and so scheduling tasks was straightforward and really flexible.
What was more important though was that I had buy-in from the senior team. We needed to create a suite of bespoke videos for this project and I need to get a lot of time from the product mananger. This would definitely not have happened without the support of the senior team.
I knew exactly who I wanted to work with. I had worked with them a few times before and we shared a very similar view of how things should work and look. They all appreciated the value of what we were doing and so the creative part of this project was really easy (and fun).
This project went really smoothly. I knew who I wanted to work with and they were available; that was important. There were no external agencies to coordinate with and so scheduling tasks was straightforward and really flexible.
What was more important though was that I had buy-in from the senior team. We needed to create a suite of bespoke videos for this project and I need to get a lot of time from the product mananger. This would definitely not have happened without the support of the senior team.
I knew exactly who I wanted to work with. I had worked with them a few times before and we shared a very similar view of how things should work and look. They all appreciated the value of what we were doing and so the creative part of this project was really easy (and fun).
