We're thrilled to announce our recent acquisition of Staircase, an AI-powered, cutting-edge customer intelligence platform. In our first week since the acquisition, we decided to take Staircase for a test drive ourselves. Our goal? To implement Staircase within our own customer success team, gaining firsthand experience and uncovering valuable insights that could benefit our customers.

This post shares our week-long journey of implementing Staircase, highlighting the rapid time to value and the game-changing insights we've already discovered. Here's a quick rundown of our experience:

Lightning-Fast Setup

• Initial setup: Completed in just three days
• Full configuration: Finalized within a week

Seamless Integration

We effortlessly connected Staircase with our core tools:

• G Suite (mail and calendar)
• Zendesk
• Gong.io
• Zoom

The integration process was remarkably smooth. As our Head of CS Ops, Kendra put it: "I was honestly surprised how easy the data syncing was with other tools. Since Staircase leverages domains, no mapping was needed, and accounts were started populating immediately."

Immediate Insights

Within days of implementation, we gained valuable insights that have already begun to reshape our customer success strategy:

1. Engagement Risk Identification: We quickly spotted customers with zero recent outreach, allowing us to address potential churn risks proactively.
2. Data Cleanup: Staircase uncovered data discrepancies in our CRM, helping us maintain a more accurate customer database.
3. Resource Allocation Optimization: Our CS leaders could quickly identify the following:
   • Under-served customers lacking multi-threaded relationships
   • Over-served low-ARR accounts consuming disproportionate resources
4. Prioritization Insights: By combining engagement data with renewal dates, we gained clear visibility into which customers need immediate attention.
5. Relationship Intelligence: Staircase AI offered deep insights into both the quantitative aspects (frequency, response times) and qualitative elements (real-time sentiment in customer calls, extent of multi-threading in the customer org) of our customer relationships. As one of our executives noted, "It's like we've put on a pair of super-powered glasses, letting us see our customer connections in a whole new light. We're now spotting things we never even knew we were missing before!."

User-Friendly Experience

All post-sales team members were up and running with Staircase just two working days after the initial setup. The intuitive interface allowed users to navigate the system effectively, even before formal enablement.

Key Takeaways for Decision Makers

1. Rapid Implementation: From decision to deployment in one week
2. Minimal Disruption: Seamless integration with existing tools
3. Immediate ROI: Actionable insights available within minutes post-implementation
4. User Adoption: Intuitive design facilitates quick team onboarding and self-serving
5. Relationship Insights: Unparalleled visibility into customer relationships and engagement patterns

Our experience with Staircase has demonstrated that powerful customer intelligence tools don't have to come with lengthy, complex implementation processes. With Staircase, we've seen firsthand how quick setup translates to rapid time to value.

The platform's ability to provide a holistic view of customer relationships – encompassing frequency, quality, and context – has already proven invaluable. It's allowing us to make more informed decisions about resource allocation, prioritization, and engagement strategies.

For our customer success managers, Staircase offers a powerful tool to identify at-risk accounts and opportunities for expansion. For admins, it provides a streamlined way to maintain data integrity across multiple platforms without spending countless hours integrating critical systems. And for executives and decision-makers, it delivers the high-level insights needed to steer customer success strategy effectively.

Stay tuned for more updates as we continue to explore the full potential of Staircase in our customer success operations. As we prepare to offer Staircase to our customers, we're confident that our customers will experience the same rapid time to value and transformative insights we've discovered.