Customer Story
How Fibbl used Startdeliver to cut their admin work by 50%.
Background
- Mattias Österberg (Head of Customer Success) came to Fibbl from Flowbox where they’ve used the Startdeliver echosystem of features for years.
- While many usage health features were hard to implement with Fibbl’s product, Mattias knew that the use case for making customer implementation more effective through Startdeliver’s shared workspaces would make a huge impact on Fibbl’s customer success going forward.
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Challenges:
- Getting customers to act on tasks that moved the project forward during onboarding.
- No way to get a good overview of existing customer base.
- No transparency for customers on progression of ongoing projects.
- Too much time consuming admin work.
“Before, we did everything in Notion. A new board/project had to be created manually for every new customer. There was no efficient way of updating customers on status.”
The Fix:
- One shared space for Customer Success and Customers during onboarding/implementation.
- Filters on customers based on status (onboarding,at-risk,expansion) for better overview.
- An ongoing shared touch point for customers with all relevant data to minimise communication friction in over time.
Effects:
- 50% less time spent on admin work.
- Reduced onboarding time.
- Increased customer transparency.
- Easier reporting on KPIs (MRR, NRR, GRR.)
- More engaged customers.
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