What if everyone on your team knew exactly what they needed to drive customer and prospect experiences at any given time?
Your top account logs a major bug, and, without delay, your sales engineer, account executive, service specialist, and executives are collaborating on how best to address the problem.
A new contact for a target account downloads a piece of content from your website, and your marketing and sales teams are already planning the best way to reach out.
More often than not teams fall short of achieving this ideal state of data. They don’t have the information they need when they need it to execute in an informed manner.
The data is too difficult to discover and access. To find it, you have to dig across dozens of tools.
If you’re able to access it, you then have to put it into context. That requires finding and accessing yet more data.
You then need to be able to share it with all stakeholders across all teams.
Up until now, companies have tried solving for this with iPaaS solutions. And while iPaaS works well for sharing data across tools, it doesn’t connect your data with your people in any useful way.
However, everything is changing with the emergence of the Troops revenue communications platform.
Troops is uniquely positioned to help solve this problem. We’ve been doing it for years with Salesforce, one of the most complicated systems of record out there. Now, we’re helping revenue teams get value from all of their data by extending Troops capabilities beyond their core CRM. Here’s how:
More wins and bigger deals — this is what happens when you use Troops to get visibility into your data
We know that customer-facing teams perform better when they have visibility into their most important and relevant data.
WeWork, for example, increased their sales by 5-10% when they got better visibility into their new inventory. Instead of sitting (and spending money) on empty offices, they pulled that critical information from Salesforce and delivered it in real time to the right sales reps with Troops. This allowed their reps to start selling the moment an office opened for business, not four or five days after the fact.
Scout RFP, another data-driven company, doubled their average deal size by shining a light on blind spots in their pipeline.
They knew that once a deal made it to a certain stage, it was twice as likely to close — that is, if given the right amount of attention. To rally resources across the company, they created a custom workflow with Troops that alerted their team in Slack whenever a deal reached this critical stage. The real-time alert got all stakeholders in the game, including an executive sponsor, business value engineer, sales engineer, manager, and more.
Dynamic Yield upped their win rate by 30% and deal size by 20% by pulling all relevant data from Salesforce, Google Drive, Gong, and email into Troops Deal Rooms. They used Troops to pipe their data into those channels in a contextual, actionable way. That meant DY’s team didn’t have to dig through all their tools for the data they needed to take action. Instead, Troops put the right information in front of the right people when they could use it most.
This is just the tip of the iceberg. In five years, we’ve helped hundreds of teams take control of their Salesforce data.
During that time we’ve learned that when you give your people better data visibility, you increase their performance and productivity. Not only do they have everything they need to make better decisions and take better action, but they also don’t have to waste hours every week digging for that data. No more tool toggling and context switching — instead, they’ll have a lot more time to focus on making an impact on your prospects and customers.
It’s time to realize the same benefits across all of your data, not just Salesforce
Your data doesn’t stop at Salesforce.
Revenue teams rely on many different databases — marketing, product/project management, customer service, etc. — to get the information they need. You can’t get full context on what’s going on with your prospects and customers without these insights. But with all this data scattered and siloed across a dozen tools, teams, and systems, it’s effectively out of reach.
That’s why we’re adding new capabilities to the Troops Revenue Communications Platform, connecting humans with their most important data in
With Troops, you can now close the information gap across all of your customer-facing teams. Sales, marketing, engineering, product, and executives are all up to date on what’s happening with your most important opportunities and accounts.
So, what does this look like?
Now, Troops pulls actionable revenue signals from HubSpot, Zendesk, Jira, Intercom, and more
Troops goes beyond just giving your salespeople access to Zendesk or Jira, or your marketing people access to HubSpot and Salesforce. Instead, it turns all of your data into signals your people can actually understand and use, delivering them when they’re most needed and can have the biggest impact.
Get visibility into the signals that matter most
With Troops, it's easy to create workflows that automatically deliver relevant data to your people, no matter what teams they’re on or what tools they use, via Troops signals.
To start, you can:
Alert account managers and sales engineers when Jira tickets related to their accounts have been resolved or escalated, so they can follow up with their customers. Also, tell them when their tickets remain unassigned after three or more days.
Keep support leaders up to date on Zendesk tickets for Tier 1 customers. That way, they can apply resources or pressure to get them resolved as quickly as possible and home in on any worrying trends.
Help your account managers track how their accounts interact with your website content and marketing campaigns. This context from HubSpot gives them a better idea of what prospects and customers know about your product, as well as what use cases they might be most interested in.
Inform your customer success team when customers reach a certain level of product adoption or roll out a new use. This Intercom data gives CS the latest on how customers use your product, allowing them to identify churn risk or upsell opportunities in real time.
Help sales teams that use Hubspot CRM capture key customer information, manage pipeline, spotlight coaching opportunities, and share wins and losses.
Increase responsiveness and keep your team accountable to SLAs using real-time signals from Zendesk and Intercom.
Customize alerts to make them more relevant and valuable
Troops helps you hone in on the most important insights by setting filters on standard and custom objects and routing them to the most relevant people. Instead of flooding your team with many low-value insights, send them only the signals they need, when they need them.
Get granular with your workflows by narrowing down to a specific, such as:
A company or company type (industry, size, revenue, tech stack, location, etc.)
A deal or deal type (size, priority, health)
A contact or type of contact (role, years at company, etc.)
A pipeline or support stage
You can also set time-based criteria to stay proactive across all of your accounts:
Deals set to close in X days
Tickets unresolved after X days
Customers unresponsive after X days
Inbound trial/demo requests that have not been contacted
Customers with upcoming renewals that have 'at-risk' health scores
You can even create real-time alerts that notify your team immediately about promising (or risky) behaviors:
A top-tier customer halves their product usage over the last month.
A prospect interacts with a demo or a pricing page or with other high-conversion content on your website.
Troops gives you full control over what data you surface from your databases. Mix and match or combine filters to get the signals your people need.
Route information to the right people at the right time
Information is valuable only when relevant. To get the most from your data, use Troops to send it to the people who need it most, when they need it most.
For example, this Troops alert tells a customer success manager the moment their customer increases their product adoption, indicating a potential upsell opportunity for the customer success or account management team.
You can also send real-time Troops alerts to entire teams. This notification allows the right stakeholders to know when an opportunity moves to a technical scoping stage. That way, they can keep up the momentum by assigning it to a sales engineer and creating a Jira ticket, all by following the prompts in the alert.
Sometimes it makes more sense to set up scheduled alerts. These are particularly useful for keeping teams on top of priorities and trends as well as identifying potential problems.
This Troops alert pulls data from the HubSpot CRM toward the end of every quarter. It reminds the appropriate account executive to review all deals set to close to make sure they’re still on track.
Troops helps all customer-facing teams stay proactive. This Zendesk alert rallies the support team around tickets that have gone unresolved for more than seven days. The Jira alert below notifies the appropriate sales engineer and account executive about relevant tickets that haven’t progressed over three days. With this information, your people can identify any roadblocks, collaborate on solutions, and make progress on issues without waiting long enough to put customers at risk.
Prompt your people to take the Best action
Better data visibility doesn’t mean anything if the signals your people receive are too difficult to act on. That’s why every Troops alert comes with contextual next steps, making it quick and easy to take action.
For example, in the Troops alert above, the customer service rep, Alex, sees in real time when one of his accounts submits a support request through Intercom. Instead of having to pull up and log into Intercom and search for the request, he can go right to the request with a tap from the alert in Slack. Troops also allows him to connect with the customer by choosing the “send an email” prompt.
Troops alerts save everyone time and reinforce the right next steps. Update MEDDIC, escalate an issue, assign a new stakeholder, notify a manager, or dig in for more details in an instant.
Data, at your service
Troops is defining a new standard for the way people use data at work.
Stop expecting your people to dig for and decode the signals they need. Instead, let your people work like humans and embrace a new revenue communications platform that makes your data visible, personal, friendly, consumable, and codeless.
Learn more about the Troops Revenue Communications platform here.