ConvertKit Increases Both Project Velocity and Volume 100% with Coordinate
The Challenge
Migration projects are critical to ConvertKit’s business. In the highly competitive market of email and marketing automation, most of ConvertKit’s new customers – creators with large audiences – are switching from other marketing systems to engage their email subscribers. With subscriber engagement at the core of what these creators do, any migration to a new system carries their business with it.
Prior to adopting Coordinate, setting up migration projects on ConvertKit was entirely manual. The process was managed through Basecamp, and it was really difficult to track internal tasks versus customer action items. The team ended up using long conversation threads for each project - often 60 messages deep - to keep track of all deliverables. This worked to some extent, but it did not provide an at-a-glance overview of project statuses.
- The migrations team was using Basecamp to manage customer-facing tasks, and Monday.com for internal project management. Each member of the team would have their own Monday.com board. As a result, the only way to get oversight of all migrations was to look at the combined status of dozens of different Monday.com boards and Basecamp projects. It was a huge headache.
- Another consequence of this disjointed setup was that new project creation could not be automated. It was 100% manual, would take 15-20 minutes, and lacked templates to pre-populate it with the right information.
Systems Disqualified or Replaced
The Solution
With Coordinate, ConvertKit is now able to handle twice as many migrations with the same amount of people. And the team has seen completion rates increase from 54% to 70%, with a direct impact to revenue downstream.
Coordinate has given ConvertKit the ability to consolidate tools, automate new project creation, and maintain cross-project visibility at a glance for easy oversight. This saves the migrations team a week’s worth of time per month.
With an integration to HubSpot, all project information is easily accessible. Anyone on ConvertKit's team can now easily go from CRM to Coordinate to quickly check the status of a migration without having to bother a colleague, resulting in less communication overhead and greater team alignment.
Coordinate's Client Portal provides ConvertKit's customers a clear understanding of the migration process, and allows them to easily check the status of their migration without needing to file a support ticket. The result has been a greatly improved customer experience and a sharp decrease in email.
Highlights:
- 100% increase in project velocity
- 100% increase in project volume while delivering the same level of individualized care, and without increasing headcount
- 40 hours saved per month
- 17% increase in new customer retention (migration completion rates), directly impacting revenue
Becky Linot, Implementation Lead at ConvertKit
Coordinate is very easily adoptable. We’ve had a 99.5% adoption rate among hundreds of customers. Some of our largest creators are very happy that it brings clarity to what we require and what our deliverables are. It has provided this really great onboarding tool with enhanced capabilities that we didn't have before with Basecamp.
Coordinate has been a game changer for us. It’s absolutely fabulous.
Becky Linot, Implementation Lead at ConvertKit
The thing that I love the most about Coordinate is how sequential it is. It has the project management capability of an Asana or Trello, but unlike those systems, it's very clear and easy to follow.
ConvertKit is the go-to marketing hub for creators that helps you grow and monetize your audience with ease.
About CoordinateHQ
CoordinateHQ helps you make your high-value customers successful.
CoordinateHQ ensures alignment and accountability throughout the customer life cycle.
Other benefits realized:
- Shorter time-to-value as your customers onboard faster
- Less risk from team handoffs and turnover of both your team or theirs
- Never lose track of renewals or expansion opportunities
- Make better decisions with accurate visibility into each customer’s health and status
If you're interested in learning more, you can setup a demo with our team here.
