Wiseboard

BACKGROUND

Please describe your company and position.

I am the CEO of Rolique

Describe what your company does in a single sentence.

Rolique is a Ukrainian service company that provides custom solutions for fintech, martech, healthtech, and industrial services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Wiseboard to accomplish?

• We hired Wiseboard because we needed help setting up and maturing the Account Management function. Our goals were to increase upsells, structure the process, and move from an “order taker” vendor to a partnership relationship.

SOLUTION

How did you find Wiseboard?

Referral

Why did you select Wiseboard over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Wiseboard were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work consisted of general meetings aimed at building an Account Management function and additional involvement such as:

• Support in the format of correspondence with the team in a joint chat with Olha.
• Firefighting in problem cases
• Preparing and sharing templates and docs, reviewing materials, statuses, homework, etc.
• Help with hiring

The key deliverable was a fully set AM system to increase client satisfaction and grow existing clients. Olha also helped us create ADPs for each client and launch a perks system.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• At least +5% to our ARR
• Developed ADP for each client
• Increased rates for 2 clients
• Analyzed and prioritized client base
• Applied recommended reasoning
• Created a perks system to increase client satisfaction
• Showed the direction in which to develop an account management system

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management was excellent. They delivered everything on time, and communication was prompt and transparent throughout the process. The overall organization was top-notch, ensuring that all of our needs were met efficiently and professionally.

What was your primary form of communication with Wiseboard?

Virtual Meeting

What did you find most impressive or unique about this company?

What impressed me the most about Wiseboard  is how they bring first-class advisors onboard. They organize the entire process meticulously and always aim to deliver maximum value. The amount of work they handle would require massive effort to achieve on your own. 

Are there any areas for improvement or something Wiseboard could have done differently?

Nothing I can think of. They're doing a great job all around. 

BACKGROUND

Please describe your company and position.

I am the CEO of ein-des-ein.com

Describe what your company does in a single sentence.

Ein-des-ein is a service company specializing in mobile and web app development, complex UX/UI design and brand identity.  

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Wiseboard to accomplish?

• We needed to identify a pitfall in our outbound process and find a way to adjust it so that the process would start generating a larger number of qualified leads.

SOLUTION

How did you find Wiseboard?

• Referral
• Other

Why did you select Wiseboard over others?

Referred to me

How many teammates from Wiseboard were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

After discussing our goals and objectives with the Wiseboard team, we were matched with the sales advisor Anton. He held a sales workshop with our team, discussing the best practices for improving outbound.

Anton also developed a three-month roadmap that could help us set up our outbound process. The first month was dedicated to reviewing an outbound process, the second to outbound execution and improvement, and the third to outbound optimizing and scaling.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• An increase in the number of qualified leads
• The team is more aware of the best outbound practices
• Identified pitfalls in an outbound process
• New campaigns launched

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We had a manager who managed everything for us. We enjoyed the process. Here is a brief description of the meetings proposed in the roadmap:

Meeting 1:

• Skeleton sequence structure check
• Scenario sequence check
• Replies / Calls check
• Suggest ad-hoc what to improve immediately

Meeting 2:

• Data Base collection / Data Base Management process check
• ICP & Value proposition improvement: Research / Adjustments
• Content correlation / Case Studies check (content writer)
• Suggest ad-hoc what to improve immediately

Meeting 3:

• New campaign launch Linkedin / email / inMail check
• Tools setup
• Report analytics check / Benchmark check (based on a template)

Meeting 4:

• New ICP creation/planning based on results 2-3 weeks
• Feedback / Result session / Planning next steps

Meeting 5:

• Pre-sale process review
• Qualification process checklist and recommendations
• Meetings (if recorded)
• Marketing materials (1 call presentation, proposals, etc.)

After a sales workshop with Anton, the following types of collaboration were proposed to us to reach our goal:

• One weekly call with Anton and the sales team, and other responsible people (if required) in any of the following formats — (4 hours/month):
  • Q&A session
  • Mentoring session
  • Strategy meeting
• Support in the format of correspondence with the team in a joint chat with Anton (Regarding ad-hoc questions requiring up to 10 mins of involvement during the day, Anton is answering those within 36 hours. Questions that require more involvement are transferred to the weekly meetings and are sent to the Advisor 4 hours in advance).
• [Extras - 2hours]:
  • Help with hiring/skills matrix
  • Advice on sales enablement and people management
  • Advice on compensation plan/incentives / KPIs

What was your primary form of communication with Wiseboard?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The company understood the problem very swiftly and committed to the result. They have rare experience that nobody has on the market 

Are there any areas for improvement or something Wiseboard could have done differently?

I dont think so - the experience was really great

BACKGROUND

Please describe your company and position.

I am the CMO of NetHunt CRM

Describe what your company does in a single sentence.

We build CRM for sales and marketing teams directly integrated with Gmail and LinkedIn.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Wiseboard to accomplish?

• Restructure sales and customer success teams and processes
• Set up cold outreach as an effective outbound channel
• Sales training/coaching for the team

SOLUTION

How did you find Wiseboard?

Referral

Why did you select Wiseboard over others?

• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Wiseboard were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Target 1: Optimize an Organizational Structure:

• Despite the commendable results our team had achieved, the structure within NetHunt was inefficient, with overlapping responsibilities that threatened future process transformations. Recognizing the need for optimization, the Wiseboard team prioritized this task.
• After a series of collaborative meetings with our team and comparing our existing processes with industry standards, Wiseboard meticulously unbundled the processes and roles. This restructuring allowed each team within NetHunt to focus on a specific stage of the client lifecycle.
• By optimizing our organizational structure, we unlocked further improvements at each stage, setting a solid foundation for future growth and efficiency.

Target 2: Improve the Inbound Sales Process:

• The primary goal was to increase the number of SQLs (Sales Qualified Leads). To achieve this, Wiseboard led the implementation of changes across three critical stages:

2.1 Filtering Inbound Leads to Focus on Promising MQLs:

• Wiseboard, in collaboration with our team, first identified client profiles that matched our Ideal Customer Profile (ICP). They then developed a set of characteristics and criteria to identify prospective leads. This involved expanding the lead registration form to gather more comprehensive data about each lead. Subsequently, they developed a scoring system for MQLs, which was then implemented in our CRM system.
• This allowed the NetHunt team to concentrate on the most relevant leads, ensuring a personalized approach for potential customers.

2.2 Improving the Lead Qualification Process:

• Following the lead filtering process, the team, alongside Wiseboard, reviewed the existing pipeline and formulated a new process for working with MQLs, which was implemented after several iterations. This involved defining the correct stages in the sales funnel, determining necessary data recording procedures, and establishing conditions under which a deal moves from one stage to another.
• The next step was consolidating all leads through a centralized qualification process led by a newly dedicated SDR role. Wiseboard then outlined the qualification process from MQL to SQL using the BANT methodology and trained the SDR on this approach.
• A more efficient qualification process allowed Account Executives to focus solely on higher-converting leads, providing them with personalized demos.

2.3 Structuring the Process to Increase the MQL-SQL Conversion Rate:

• Wiseboard and our team set up the updated sales processes within the CRM. The next task was to develop best practices for managing opportunities at each stage of the sales pipeline. To consolidate these processes, Wiseboard conducted a sales workshop, covering essential activities such as:
  • Arranging the next steps and scheduling calls with prospects.
  • Understanding the decision-making process within the client's company.
  • Writing follow-up emails summarizing meetings.
  • Conducting product demos tailored to the industry and type of client's business.
  • Preparing a product presentation script.
  • Presenting the commercial offer.
• Wiseboard also helped identify key metrics essential for tracking performance at each funnel stage, such as the Win Rate. Using industry benchmarks, they guided our team to pinpoint reasons for low performance and implement a series of improvements.
• As a result, we ensured that all promising leads were centrally processed by the SDR, who did everything possible to progress the lead to a meeting. This approach led to a significant improvement, increasing the MQL to SQL conversion rate to 50% and the Win Rate to 60%.

Target 3: Systematize the Customer Success Function:

• The next objective was to increase the retention rate by improving the Customer Success process. At that time, NetHunt's Customer Success function was more focused on customer satisfaction rather than generating revenue. The first step was to start cultivating a culture of Customer Success as a revenue engine within the company. To achieve this, a dedicated Customer Success Manager (CSM) was allocated to each client.
• Wiseboard assisted in establishing a client engagement process, which included:
• Handing off clients to CSMs.
• Conducting regular calls and rituals.
• Identifying and processing new opportunities within existing client accounts.
• They also defined a list of metrics to monitor the effectiveness of the Customer Success function and each CSM's performance.

Target 4: Launch an Outbound Sales Process

• NetHunt CRM had previously attempted cold email outreach multiple times, but without success. The primary challenge was to launch a campaign that resonated with our Ideal Customer Profile (ICP) and produced tangible results. The goal was to make cold email outreach a viable lead-generation channel.
• Initially, Wiseboard and our team focused on defining the ICP and segmenting the target audience, ensuring that our outreach was tailored and relevant. Wiseboard then conducted market research to identify key pain points that NetHunt's features could address for the ICP. Based on this research, the team formulated Unique Selling Points that would form the backbone of our outreach content.
• With Wiseboard's expertise, we drafted email templates that were engaging and resonated with the audience's needs and challenges. Utilizing the robust capabilities of NetHunt CRM, we set up automated email flows, ensuring efficiency and scalability in our outreach efforts. Additionally, a dashboard with metrics and KPIs was established to track the progress and success of campaigns at each stage.
• After a series of tests (reaching up to 4,000 contacts, with an Open Rate of 71.7% and a Response Rate of 8.1%), the company identified the most effective region for scalable results. The campaigns also provided insights that prompted a significant pivot in product development to better meet the needs of the target audience.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

1. Revenue increased by 20% through improved organizational structure and process development
2. MQL/SQL conversion rate hit 50%, focusing efforts on promising leads
3. Opportunity Win rate improved to 50-60%, by refining sales processes and training
4. Reached 100-105% Net Retention Revenue in Ukraine and 98-99% globally, surpassing the initial indicator of 90%.
5. Adopted a metrics-driven approach across various areas, enabling decisions based on metrics rather than gut feeling.
6. Identified the most performing region for outbound campaigns that generated leads monthly.
7. Helped formulate hypotheses for potential product niche expansions. These became a priority for product development over the next six months.
8. Identified low-performing sales staff and suggested staffing changes.
9. Established criteria for hiring new sales personnel.
10. Assisted in evaluating final candidates and determining replacements.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Working with Wiseboard was a highly professional and structured experience. Their keen focus on metrics and benchmarks and their scientific approach to each task ensured we achieved valid and effective results. Thanks to their guidance, we now have a reliable and optimized process.

With Wiseboard's help, we successfully established an efficient lead generation process, identified a high-performing region for outbound efforts, and gained insights on product improvements needed for entering other target markets.

What was your primary form of communication with Wiseboard?

Virtual Meeting

What did you find most impressive or unique about this company?

Expertise in the area that we needed and dedication to achieving great results.

Are there any areas for improvement or something Wiseboard could have done differently?

Nothing I can think of.

BACKGROUND

Please describe your company and position.

I am the Co-Founder of Glow Design Agency

Describe what your company does in a single sentence.

Glow is an outsourcing design agency that focuses on web/mobile design.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Wiseboard to accomplish?

• Define business goals
• Form key metrics that determine the company’s success
• Prepare the company structure and its operations for future scaling

SOLUTION

How did you find Wiseboard?

Facebook

Why did you select Wiseboard over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Wiseboard were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Our main goal was to gain a clear view of its strategic development to understand which direction to follow in the future. To achieve this goal Wiseboard advisor Lyubomyr and our team had 2 meetings per month in the following formats — (total 4 hours per month)

• Q&A session
• Mentoring session
• Strategy meeting
  
  

In addition, we could always get support from a joint chat with Lyubomyr if we had any questions.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Introduced new business analysis metrics, including com%, gross margin, capacity, effective rate, and index production salary.
• Developed a practical business model for tracking KPI dynamics based on changes in input data such as rates and revenue.
• Enabled both strategic long-term and operational short-term planning.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Artur and other teammates from Wiseboard are always in touch, and I appreciate the follow-ups from this team after each call. I have a Notion board where I can see all our documents, tasks, call records, and short descriptions. That's an amazing feature!

What was your primary form of communication with Wiseboard?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I am truly appreciative of the way Wiseboard and Artur take care of me as a client. They are always in touch and willing to assist with any questions or pain points that we, as Founders, may encounter. They strive to understand our pain points and emphasize important moments. If they are unable to assist directly, they always connect us with someone who can help.

Are there any areas for improvement or something Wiseboard could have done differently?

This team is always working on upgrading their product, and I like the new feature with the Notion board.

BACKGROUND

Please describe your company and position.

I am the Customer Success Manager of Academy Smart Ltd

Describe what your company does in a single sentence.

Academy Smart is a Ukrainian IT service company founded in 2009. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Wiseboard to accomplish?

• Establish a dedicated account management role and its processes
• Identify and seize growth opportunities with existing clients
• Align account management with sales and delivery processes
• Evolve from a service provider to a strategic technical partner

SOLUTION

How did you find Wiseboard?

Referral

Why did you select Wiseboard over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Wiseboard were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Before starting the advising process, Olha and Academy Smart set up four targets to track the effectiveness and progress of the implemented changes.

• Target 1: Establish a Dedicated Account Management Role and its Processes
  • The first goal was to evaluate the “as is” state to identify critical issues and start resolving them. To achieve this, the team developed and conducted CSAT (Customer Satisfaction) and NPS (Net Promoter Score) surveys. The results highlighted prioritized action items for the new AM.
  • One significant outcome was identifying a problematic situation with an augmented PM on a client’s project. The client was considering moving to an alternative vendor, but the team acted swiftly, resolving the issue and retaining the client.
• Target 2: Identify and seize growth opportunities with existing clients
  • While the team continued to measure CSAT for the rest of the clients, the next step was to segment the client base and develop an AM strategy for each segment. Olha introduced the BCG framework for segmentation. After several meetings, the team identified "hidden gems" among clients as early upselling opportunities.
  • One such opportunity was a rate increase on several projects. To facilitate this smoothly, Olha conducted a workshop on how to prepare, address, and communicate the rate increase to clients. As a result, the company increased its net revenue by $14K in the first month.
• Target 3: Align account management, sales, and delivery processes
  • Olha also shared best practices for the pre-sale stage to prevent future challenges in project execution and ensure client expectations are met.
  • The company improved delivery processes, such as switching from daily to monthly rates, revising how the team reports their vacations, and involving people from projects in presales. Those changes gradually contribute and add up to 10% to the project margin.
  • Olha also provided a claims management framework for prioritizing, resolving, and communicating with clients using claim resolution as an extra business opportunity. These improvements allowed Academy Smart to identify and fix the gaps in delivery, achieving an average NPS of 9-10.
  • After working on client issues, building ADPs, and starting systematically talking with stakeholders, Academy Smart achieved a 5% increase in upsells in the first quarter.
• Target 4: Evolve to a strategic technical partner
  • Implementing regular and systematic processes and rituals opened the door for Academy Smart to discuss the business with clients. One key ritual was the Quarterly Business Review (QBR). Olha held workshops to demonstrate best practices for conducting QBRs, who should participate, what roles should be responsible for what, etc. She shared templates and described common scenarios. After a few months of preparation, the team conducted their first QBRs.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Earned $14k net revenue on the existing client during the first month.
• Achieved a 5% upsell rate increase.
• Achieved a 20% revenue increase in quarterly revenue compared to the previous period.
• Prevented the loss of a client who ultimately remained satisfied with the service.
• Became able to set upselling targets and forecast revenue from business development.
• Established Account Management function as an efficient revenue channel.
• Saved the company 2 years of manual setup for the Account Management function

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Wiseboard team demonstrated outstanding communication and support. They were always accessible, providing timely responses, detailed recordings, and materials. Additionally, they offered access to a personal dashboard where all relevant information was well-organized and easily accessible. Their proactive assistance and willingness to help made the entire experience smooth and enjoyable.

What was your primary form of communication with Wiseboard?

Virtual Meeting

What did you find most impressive or unique about this company?

What we found most impressive about Wiseboard was their truly customized approach. They took the time to understand who we are and what we do, providing relevant and useful consulting tailored to our specific needs. The materials and advice Wiseboard offered were applicable and easy to implement, notably enhancing our processes.

Additionally, their team of experts demonstrated a high level of expertise and genuine engagement, which further contributed to the effectiveness of their servise. 

Are there any areas for improvement or something Wiseboard could have done differently?

We are satisfied with the consulting provided by Wiseboard and Olha and do not see any areas for improvement. 

BACKGROUND

Please describe your company and position.

I am the Head of customer success of Worksection

Describe what your company does in a single sentence.

Worksection is an online service for Agile and Waterfall project management with a simple and intuitive interface that makes it easy to plan and manage projects of various complexity, control deadlines and budgets, prepare reports, and coordinate teams.  

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Wiseboard to accomplish?

• Improve retention in the segment “new customers” (because there was the most significant churn)
• Build KPIs and bonus system in the CS team
• Improve interaction between Sales&CS
• Learn how to monetize onboarding
• Learn how to scale CS.

SOLUTION

How did you find Wiseboard?

Referral

Why did you select Wiseboard over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Wiseboard were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The main involvement consisted of one weekly call with Kate and the CS team, and other responsible people (if required) in any of the following formats — (total 4 hours)

• Team sync-ups
• On-demand calls
• Q&A session / Mentoring session / Workshops
• Alignment calls between departments
• Strategy meetings with the CEO
• In addition, we had access to extra involvement from an advisor - (1 hour/month)
• Monitoring the process and revision of the results
• Preparing and sharing templates and docs, reviewing materials, statuses, homework, etc.
• Firefighting in problem cases
• Advice on CSM implementation and people management
• Support in the format of correspondence with the team in a joint chat with Kate.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Launch of the Onboarding plan
• Audit of 2-3 customer meeting recordings
• Launch of an onboarding process
• Launch of client handover program
• Launch KPIs and bonus system in the CS team

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The whole advising process consisted of 6 meetings aimed at enhancing our current CS. After each meeting, Kateryna proposed homework to get us closer to the goal.

• Meeting 1: Reviewing the current state (2-3 hours)
  • Based on the information from the questionnaire, review the current situation (metrics, churn reasons, etc.) of paying clients.
  • Review the current processes for retaining clients
  • Review current Sales - CS interactions
  • Review the existing Worksection’s Onboarding plan
  • Identify the bottlenecks
  • Based on the audit results, determine the priority tasks for your first CSM over the next 3-6 months.
  • Propose and agree on a high-level plan for improving retention based on the review summary.
  • Provide recommendations on how to prepare the Onboarding guidelines and playbooks.
  • [Homework]
    • Prepare a work plan for Worksection CSM on the points above
    • Prepare Onboarding playbook
    • Start to launch the Onboarding plan
• Meeting 2: Upgrading the processes (2 hours)
  • Reviewing the homework results
  • Provide recommendations on how to build a smooth client handover from Sales to CS.
  • Provide recommendations on how to prepare the guidelines for smooth client handover.
  • Determine KPIs and bonus system in the CS team.
  • Determine the requirements for process automation and entering information about clients.
  • [Homework]
    • Launch the Onboarding process
    • Launch client handover program
    • Launch KPIs and bonus system in the CS team
• Meeting 3: Refining the processes (2 hours)
  • Сheck the results of the homework
  • Review CS, handover, and onboarding process after the launch
  • Identify what should be improved
  • Determine next steps
• Meeting 4: Onboarding calls review (3 hours)
  • Audit of 2-3 customer meeting recordings using the new onboarding and feedback process
• Meeting 5: Workshop: CSM best practices (2 hours)
  • Provide recommendations on how to scale CS;
  • Provide recommendations for the CS hiring process;
  • Provide recommendations on how to monetize onboarding;
  • Prepare a high-level plan of the next steps;
  • [Homework]
    • Prepare appropriate ****playbooks;
    • Start to launch scaling and monetize onboarding.
• Meeting 6: Review session (2 hours)
  • Review the results of the homework
  • Determine next steps
  • Describe the scope of work in detail. Please include a summary of key deliverables.

What was your primary form of communication with Wiseboard?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed us most about Wiseboard was their ability to provide highly personalized and actionable guidance that directly addressed our specific needs, leading to immediate improvements in our customer success processes.

Are there any areas for improvement or something Wiseboard could have done differently?

While our collaboration with Wiseboard was highly productive and insightful, we recognize that our team sometimes needed more time between meetings to fully digest the information and implement the recommendations—a reflection of our own working style. Paradoxically, the swift pace set by Wiseboard acted as a stimulus for us to accelerate our processes, ultimately helping us become more agile and responsive.