https://share.zight.com/DOu7Qj8D

OVERVIEW

One of the core values Sybill offers is to use AI to automate the manual work of sales reps on updating the team’s CRM after each call. While it solves a major customer pain point, adoption of the feature has been low due to its complex set up, blocking many customers from getting the optimal value from the product.

I led the team in diagnosing and solving the problem, significantly simplified the set up experience that resulted in higher adoption and more revenue.

• My role
• Team
• Duration

IMPACT

<aside> 🎉 83% increase in feature adoption 5 months after launch.

• 58% increase in activating existing orgs

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<aside> 🎉 77% decrease in set up time taken Now it only takes less than 7 min to set up!

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<aside> 🎉 90% decrease in customer support on set up issues One month after launch

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Helped generating more revenue

• Stronger SLG demos created on-call “aha” moments that drove business plan purchases;
• Better adoption led to seat expansion </aside>

EMPHASIZE

AI can do amazing things, only if users know how to activate them

The CRM integration helps with 2 updates: Meeting summary and CRM fields, both automation need to be set up when started using Sybill.

The previous set up was not self-serve for PLG customers, and not easy to use for SLG onboarding, resulted low feature adoption.

From user research, we discovered the following pain points during feature set up :

<aside> 😵 No guidance on set up Users were presented with a settings page not knowing what needs to be set up

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<aside> 😕 Not integrated into the product The feature was difficult to discover and troubleshoot, there’s lack of visibility on what’s going on

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<aside> 😵‍💫 Overwhelming work

Setting up required extensive manual work to create many CRM fields in Sybill, which intimidated users, even for sales-led onboarding

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PROBLEM SOLVING