Case Study TrackTik: Revenue Kick-Off with a Focus on Customer Success to Enable Global Team
CLIENT OVERVIEW
TrackTik is a cloud-based security workforce management solution that provides users with data and monitoring tools for field operations and back-office tasks. Key features include Guard Tour, which lets clients define checkpoints that guards scan using their mobile phones to perform tours around a site and log incidents or alerts. TrackTik allows clients to determine what happens at each checkpoint, including logging, message display, and opening a report form describing the incident at every checkpoint in detail.
TrackTik also allows real-time tracking of guards as they tour client sites. TrackTik’s client portal provides clients with an overview of how operations perform at their sites. TrackTik’s live dashboard captures and displays operations in real-time. TrackTik allows users to manage reports and notifications, have increased visibility on individual guard activities while clocked in, view checkpoint scans, and see incidents as they occur. Additionally, TrackTik leverages powerful analytics to give actionable insights to their clients.
CUSTOMER SUCCESS CENTRIC EDUCATION
Customer Success is Part of Revenue Success
Joanne Quan,
Revenue Operations at TrackTik
“Growth Molecules focused on understanding what objectives we wanted to achieve and took the time to design the workshop to focus on the right strategies and techniques to help us further accelerate our Client Experience Initiatives. Since then, we have started incorporating some key concepts into our playbooks and daily routines.
The client success team greatly enjoyed the best practices and thought leadership from the pros of Growth Molecules and left the workshop energized and pumped to tackle 2022!“
Sarah Evans, Manager, Client Success at TrackTik
With a recent transformative company initiative that included the hyper-focus on the Customer Success team and the Customer Experience, TrackTik searched for customer success training to inspire and educate a highly talented team and achieve big growth goals. The team was hungry to learn how to apply strategic thinking, tools, and techniques to deliver for customer segments worldwide. The CSMs were TrackTik software experts but sought to level up their customer leadership skills.
THE RESULTS
- Lead all customer calls with the same professional framework, also ensuring that transitions from Sales to Client Success are smooth
- Understand why customer visibility is critical and how to keep “the WHY” at the center of all touch-points along the customer journey
- Enable cross-functional alignment on entry and exit criteria for each stage of the customer journey and how to function as a cohesive team to deliver for customers
- Adopt a Coaching Culture for continuous learning
Kyell Vyncke, Executive Vice President | Head of Sales, Client Success, and Revenue Operations & Enablement
“Investing in Customer Success as part of our Annual Revenue Kickoff is a must, which is a key reason we selected the Growth Molecules™ to partner with us in 2022. Our customer team is pivotal to the success of our company.
Since then, we have had an opportunity to leverage what the team learned and drive enablement to incorporate enhancements in our customer success platform and processes. What our team gained is now part of our communication and client journey.”
At Growth Molecules, we thrive in helping companies revolutionize their customer experience by up-leveling their teams and capabilities. We help teams and companies as they focus on the customer experience, create repeatable revenue streams, and level-up their team skills. Services include interim VP of Customer Success, Customer Success Training, Customer Success Playbooks, Growth Strategy, Process, and System assessment and implementations, and customized programs.
ABOUT TRACKTIK
TrackTik was founded in 2013 and quickly established itself as a market leader with the mission to build better software so its clients can run smarter businesses. TrackTik’s cloud-based technology enables security organizations to connect frontline staff, back office management, and their clients to drive improved operational efficiency and data insights. TrackTik helps security professionals make automated, data-driven decisions with its seamless approach to system connectivity. Headquartered in Montreal, Canada, with offices in the United Kingdom and the Netherlands, TrackTik offers four integrated suites of tools – Security Operations for Guarding, Back Office Management, Mobile Patrol and Dispatch, and Business Intelligence & Reporting Analytics, to help security service companies follow the progression of guards, reduce manual tasks, lower costs, and demonstrate value.