Life Cycle

TLDR: Below will go over specific steps on what we can expect from Sales > Onboarding > “Go-Live” > Support.

Sales:

New Pipe17 customers can be captured in a few ways:

1. Sales team leads

2. Potential customer reaching out to Pipe17 outside of Zendesk

3. Customers sign up on trial accounts

Support:

Support teams are an easy way to help potential new customers who are on a trial convert into a contract with Pipe17. If customers come through the Support funnel(creating a Zendesk ticket), asking for new pricing or account related questions we can do the following:

Pricing Requests:

1. We can apply the “Pricing Request” macro in Zendesk, which will cover specific information needed to understand the merchants needs a bit more:

   1. What connectors do they plan on using?

   2. What is their ARR

   3. What is their current order volume

   4. What is their specific use-case

2. Once we get the information from the merchant, we provide them with a meeting link that will be with someone on the sales team to go over account specifics even further

3. From there, the ticket assignee will update the merchant and close out the ticket

4. These tickets, will be added to a specific Zendesk view for tracking

New Accounts/Onboarding:

Once the merchant converts to being a member of Pipe17 with a specific account after their sales call, they should be routed to the Onboarding team. The onboarding team will do their magic, but making sure they are documenting each specific use-case that the merchant has. This is important, as it will allow further support tickets with them to be some-what simple(depending on the issue), as we will know what they are doing, how they are doing it and anything in-between with how they are using Pipe17 for their business. To make things easier, we can add a “Asana” box in Zendesk where we can add this to in ticket, to have quick access to how they operate using Pipe

Go-Live:

After the merchant leaves onboarding, they will go into the “Go-Live” process and will follow the workflow as documented. The advantage at this stage, is that who ever is working with them in Support will understand their use-case ahead of time. This will allow space for understanding how we can best support them during this process, especially around specific connectors, custom mappings etc.

Support:

The new merchant is off and running! At this stage, anyone should be able to jump on a ticket, understand merchants needs and overall business, as this will captured during there steps - as this is important and the biggest blocker currently when working on tickets.

1. Use-case captured in Sales

2. Use-case is documented in detail in onboarding

3. Use-case is confirmed and implemented during “Go-Live”

Knowing the specifics of someones business, their operations and how they use Pipe17 and which connectors they use - will allow for a continued, personalized experience for everyone we speak to. This will also contribute to our knowledge base with documenting specific connectors, how they work, errors we might see and how they can be resolved on our end or the merchants end.