Social News Desk Scales Customer Success Efforts with Trustfuel

A Case Study

Social News Desk Scales Customer Success Efforts with Trustfuel

A Case Study

Social News Desk builds software that helps more than 1,000 newsrooms and 15,000 journalists manage their social media efforts. Their platform includes powerful curation tools and analytics.

Sarah Loyd is the director of client strategy at Social News Desk. She works alongside Derek and Ryan as they provide training, strategy and support to make sure customers get the most out of their product.

“We’ve probably doubled our client base in the last year or so — it was becoming difficult to keep tabs on everyone. That’s one of the reasons we went with Trustfuel instead of Salesforce.”

Sarah Loyd

Director of Client Strategy, Social News Desk

Social News Desk Challenge

Social News Desk has put a real emphasis on being able to reach out and know their customers personally. The company has grown a significant amount in the last year and keeping that personal touch with each customer was becoming a challenge. They had tried using Salesforce, but it was difficult to keep track of notes and conversations. It worked, but it wasn’t the tool they needed.

Additionally, everyone on Social News Desk’s customer success team works remotely. A single platform for the team to collaborate on was needed.

Trustfuel, The Solution That Worked

How can you ensure that your remote customer success team stays on the same page? How can you scale your customer success efforts with your company’s growth? These were the issues Social News Desk was facing. Fortunately, Trustfuel provides solutions. Customer profiles and timelines give teams a shared record of customer interactions. It’s easy see who was on the last training call, or what tasks are open for an account. Success Flows ensure ensure that customers receive the right touches at the right time. No more guessing about check-in and renewal dates.

Unexpected Benefits

Introducing major product updates can be a serious task for customer success teams. How do you introduce it to your customer? What is the best way to educate them? When Social News Desk rolled out the second version of their product, they had plenty of these tasks. Trustfuel’s Success Flows made it easy for the team to keep track of and execute those tasks for each customer.

“Being able to setup a Success Flow for our version 2.0 rollout was an incredibly helpful for me. Keeping track of all the steps was easy.”

Sarah Loyd

Director of Client Strategy, Social News Desk