Professional Services Hero | HAYDEN MUNT
Hayden and the team at PatSnap use Precursive OBX in conjunction with Gainsight to connect Customer Success, Onboarding and Professional Services on the Salesforce platform.
The result is stellar customer experience and outcomes.
HAYDEN MUNT, TEAM LEADER, UK PROFESSIONAL SERVICES, PATSNAP
PatSnap are the global leaders in R&D and IP Intelligence. Their connected innovation intelligence platform brings together millions of relevant datasets to allow their clients to connect the dots, increase productivity and innovate more effectively. Hayden’s role is to work with his UK and international colleagues to provide the best experience possible for the PatSnap client, constantly iterating upon and improving the way in which this SaaS business delivers their professional services.
WHY IS HAYDEN A PROFESSIONAL SERVICES HERO?
We are always thinking about what’s the best experience for the client, and now we have all the data we need to work out how we should change the client journey.
Hayden is committed to using data to improve Professional Services at PatSnap. By putting together the power of Precursive OBX alongside the weight of CS platform Gainsight, his team delivers better outcomes more efficiently.
USING GAINSIGHT AND OBX FOR BETTER OUTCOMES
With Account Managers working in Gainsight and the Professional Services team managing their client’s projects and delivery on OBX, the fact that both technologies operate on the Salesforce platform means that the two teams can leverage the data across everything they do via shared dashboards, views and reports, from any location.
Salesforce and Precursive are great platforms for Professional Services. Via the shared dashboards, you can immediately see the rate, how long the project took etc. It’s all the key information in one place. No more emailing the Account Manager for this information - that's just inefficient. With just one place to get your Customer Success and your project data, there’s no back and forth.
WHY IS THAT IMPORTANT?
In short, this is about greater visibility of information that ultimately drives excellent client service and, ultimately, customer success.
I need to see the bandwidth of the project managers and that's really easy to do.
Not only delivery capacity though, in addition the team can see key data such as:-
At what stage every customer is at in their lifecycle
What services they have received
Are they happy and if not, why not?
Are there any red flags that need to be addressed?
How can the process be improved across the business as a whole?
COMING UP NEXT
After an ambitious beginning at PatSnap, Hayden is looking forward to taking the Professional Services team from strength to strength, retaining their position as number one in the IP and R&D connected innovation sector.
AND FINALLY, SOMETHING YOU WOULD NEVER GUESS ABOUT HAYDEN...
As a former film production professional, Hayden has experienced life in front of the camera too, taking a role in the 2018 biographic film Stan & Ollie.
Currently, he has no plans to pursue his career in slapstick :)
If you would like to learn more about delivering stellar Professional Services projects on the Salesforce platform, take a look at our playbook ‘Managing Projects Remotely on the Salesforce Platform’.