FanThreeSixty Streamlines Project Management with CoordinateHQ
The Challenge
In 2021, the FanThreeSixty client success team was looking for a solution to help them scale and support the company's rapid growth plans. Delivering seasonal campaigns is complex, and relying on a mix of shared documents, emails, and other tactics was cumbersome for everyone involved.
Each client success lead (CSL) at FanThreeSixty supports parallel activity across a portfolio of accounts, requiring them to stay on top of a multitude of moving elements and keep customers engaged. The company needed a tool to aid the CSL team by streamlining processes and improving internal and external collaboration. Providing clients with a quick and easy way to understand the status of projects and key deliverables was critical. This would then enable the CSL team to shift attention to strategy and providing more client value rather than trying to organize and manage numerous tasks.
In order to meet this challenge, CSLs were managing their accounts with a variety of tools. While these tools helped the CSLs effectively deliver value to their clients, there were still some challenges:
- Utilizing a variety of tools, creates its own difficulties in streamlining processes and optimizing efficiency.
- Meetings, whether internal or customer meetings, involved additional preparation to consolidate information across the various tools.
- With no central place for customers to see the big picture and understand what comes next, CSLs needed to send emails every step of the way to keep their customers moving forward.
- When switching context from one customer to another, CSLs had to spend time looking through emails and multiple tools to make sure they remembered where they left off, what they told the customer, and what was next.
These challenges all pointed to the same fundamental issue: CSLs were spending too much time trying to stay organized and keep customers on track which took time away from focusing on strategy and value.
Systems Disqualified or Replaced
The Solution
FanThreeSixty was an early adopter of CoordinateHQ, which provides a centralized place to manage client projects. One of the platform’s key advantages is the ability to create templates for each FanThreeSixty product. This ensures the capture of every element contributing to a successful deployment, making it easier to standardize and scale product delivery.
With every customer project documented in CoordinateHQ, it’s much more efficient for the client success and deployment teams. Additionally, a streamlined view is available to FanThreeSixty’s clients whenever they want an update on progress. This transparency helps keep everyone on track and accountable across every initiative. It also reduces the need for email updates.
The CoordinateHQ Factor
After two years of utilizing CoordinateHQ, the FanThreeSixty team realized the following benefit:
- Helped speed the deployment of mobile apps from 3 months to 3 weeks.
- The combination of the collaboration tool and the FanThreeSixty team has enhanced product delivery as the deployment process is streamlined, reducing the need for redesigns, which helps accelerate the time-to-market.
- Easy to set and manage expectations as everyone is aligned around the plan and meetings are more productive.
- Quicker to onboard new team members and keep individuals following best practices.
- The client success team can focus more on the longer-term strategy for each customer.
Heidi Mead, Chief Services Officer
“Our clients are thrilled by the level of service the FanThreeSixty team provides and CoordinateHQ underpins this. The ease of collaborating and setting expectations leads to high client satisfaction and efficient deployments.”
FanThreeSixty plans to expand the CoordinateHQ benefits to other areas of the organization to help the team deliver on its mission of creating more meaningful experiences to the right fans at the right time.
FanThreeSixty is a software company that helps sports and live event organizations grow revenue, increase efficiency, and elevate the fan experience. It provides customers with actionable insights, single-fan profiles, dynamic audiences, and a central source of truth so that attendees can have a meaningful and more personal event day.
The FanThreeSixty team consists of sports veterans and tech experts with a decade of experience creating value for our clients in the sports industry. They work with organizations around the world, in every sports vertical: professional, college, esports, governing bodies, venues and more. Their approach allows teams to transform their fan data into actionable insights and data-driven activations, saving them time and helping them focus on the outcomes that matter.
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.
