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Product company 🚀

11-50 ppl 🎩

Marketing Software 👻

Switched from Planfix, Notion, Miro 😎

How B2B SaaS tool stores and manages CRM

In order not to describe each process, I will tell you more about how we use Fibery as a CRM. I want to describe this particular process, as it is not the most common one. Plus, I think that it would be extremely difficult to implement it outside of Fibery :)

How do you manage your CRM?

There are several sub-processes in this process: working with leads, opening an account, interacting with the technical department, and so on. The workspace map looks like this:

Since we have a classic SaaS product in the B2B segment, our monetisation model is a subscription, i.e. customers pay a monthly fee (or an annual fee) to use the service.

We divide the whole process of working with clients into two large stages, Sales and Support (in Fibery this is implemented through two separate spaces).

In the Sales space, we work with leads. For us, a lead is not just a company, but a specific person representing the company alongside the actions that we take in relation to them. Therefore, we have a Lead database that is connected to Contact and Action databases.

Once a lead turns into a customer, the support stage begins.

A customer can have multiple accounts on the platform. It depends on the size of the company and the company structure.

The main database is Company. The company has its representatives, the already mentioned Contacts. The company may also have several Accounts in our service. And one account can have several sending Domains (since we have a mailing service, the sending domain plays an important role and has its own set of attributes).

With all this, each account has a manager – User, who performs some Actions. Accounts and leads are always in some stage of the funnel, that we also implemented through a database.

We collect feedback from customers, for this, we have a separate Feedback & Wishlist space. We also solve problems with domain deliverability in each account and have a Deliverability space for that.

And all this logic is implemented and works in one tool. I do not know what we would do without Fibery 😅

How do you plan and track tasks?

Since I started talking about the processes around CRM, it seems logical to give an example connected to it. We have a whole space for monitoring all our CRM-related activities.

For example, here you can see the demo schedule and quickly understand who does the demo, when, and for whom 👇

And also find out from what source the majority of the applications came 👇

How do you store wiki?

Each department has its own wiki. They may differ from each other, but there are sections that all the departments have like beginner training, processes, and instructions.

How do you organise your support process?

Now we are in the process of integrating with another tool called Fasttrack (an Intercom analog), which will allow us to communicate with our customers directly from our platform. Therefore, the feedback collection process and the support itself are not fully completed.