Nine months ago, I saw a bunch of easy-to-solve problems within our customer organization. We were struggling to share information in actionable ways which was leading to challenges with coordination. Troops was a no-brainer for us to bring in to help dramatically up-level past these communication hiccups.
When we first implemented Troops, kickoff was a breeze. The most immediate impact was every meeting got logged in SFDC, so we gained immediate visibility into who was meeting, with whom, and about what. The fact that Troops pulls from calendars & pushes to Slack made adoption amongst the team instantaneous. The team LOVES it. They don’t have to remember to document anything. The call ends, Troops sends a notice to the rep & documentation is fast & intuitive. As a marketer, this was a big win for me because now I could see actual meeting progression in SFDC, rather than waiting for a pipeline review to get an anecdotal read out.
The next win was the biggest — that’s the impact deal rooms have had on communication across the team. Before deal progressions were a black hole. The AE knew things, but once they became a customer, the communication process broke & the account management function was suffering because of it. And as an executive leadership team we had very little visibility into bad meetings. We knew when things went well because people were pumped about it & shared in a general slack group about the meeting. After deal rooms, we built a specific channel for each of our 10 largest brands (representing a HUGE part of our total revenue). And now we get a ping when major meetings happen, deals progress, or the account is in the news. This has aligned our executive team to the biggest deals, our selling organization to execs, and pre- & post-sales to each other. Deal Rooms are huge for gaining impactful visibility across the organization.
Finally, the ability to pull reports & take actions from slack is such a time saver. As a marketer, it can be tiresome to continually have people ask if they can use company x or y or z in publicly facing materials. Now Troops pushes a report out every month so that everyone is reminded which logos we have permissions to use. Whenever a new brand case study is agreed to in a contract, I am able to jump into slack & in just a few keystrokes be able to create a new custom object that tracks that case study’s progress. That allows the team to easily see customer references & advocacy measures that are in flight & what their status is.
It has also given our non-sfdc teams visibility into critical data points they need to know, like product & engineering understanding the tech stacks of our customers >> without needing to replicate the data set we have in CRM. Any data, workflow or process that exists in SFDC can be tapped into in slack & managed without having to ever login to SFDC. Oh ya, and our IT guy loves it, cause he no longer is using an API to pull SFDC data into Slack. He just lets the tool run for him.
The Troops team is super responsive to feedback & interested to know what they can build to help teams run sales deals more smoothly. There haven’t been any bugs, but if there were, I’m confident that they would take them seriously & resolve them quickly.
Troops keeps my team aligned & knowledgable about our pipeline, pilot conversions, and customer success/retention. It’s a major win for our business. Review collected by and hosted on G2.com.