2 min read
Conga’s Customer Success team (CS) leverages our products to gain back time to successfully serve and manage customer accounts, and our Conga Composer solution is the perfect tool to help CS automate and streamline document generation across multiple use cases.
As CS learns about their customers’ goals, outcomes, and renewal plans, they look to document and share this information both internally and with the customer.
Here’s an example:
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Use case description: Customer Success Managers (CSMs) monitor and manage account health to increase customer retention.
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Goals and desired state: Automate the generation of a consistent PowerPoint that merges key account information, facilitating visibility into an upcoming renewal.
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Business outcomes: CS successfully leveraged Conga Composer to decrease time spent on manual data entry and human error by 75% and improve retention at scale.
So, how’d we do that?
First step—gather feedback from a group of CSMs who became end-users of this solution. This allowed the Development Team to better understand the challenge and uncover pain points of the existing process.
Next, the team formatted a PowerPoint template that displayed information like adoption metrics, contract data, and customer health in a consumable format. Composer consists of a query that gathers data from various objects which roll up to a parent account, a template, and parameters to dictate the desired automation and behavior of the solution.
Finally, we learned that document automation results in less time spent digging for information, reduces manual entry, and creates consistency among presentations, allowing CSMs to spend more time with customers.
Learn more about Conga Composer by starting a discussion with the community.
