Mike Rizzo: Hey everybody, it’s Mike Rizzo here and uh, we’re back with one of my favorite programs that we’ve implemented at marketingoffs. com. It is the No Bullshit Demo Series and today I’m joined by Megan from Traction Complete. So, uh, I won’t waste too much of your time, but just as a friendly reminder, the no bullshit demo is a specially set of curated questions pulled directly from the community to help you get down to the sort of brass tacks, I guess, of, uh, what exactly is required to implement some of these technologies.

And, uh, really what is the ROI expectation time to implement all that kind of stuff. We’re going to dive right in, uh, on another no bullshit demo. So before we totally go into the product. Let’s first have Megan introduce herself and, uh, and then we’ll sort of jump straight into the questions. So Megan, welcome.

And, uh, why don’t you tell the audience a little bit about who you are and we’ll go straight into the first question from there.

Amanda Taylor: Awesome. Thanks Mike. So excited to be here. Thanks for having me. Um, yeah, I’m Megan Taylor. I am the product marketing manager here at Traction Complete. I’ve been with the team for about two and a half years and I’m based out of Vancouver, Canada, which is alongside most of our team is Canadian.

Um, and today I’m really excited to be walking us through one of our products today. Uh, complete leads.

Mike Rizzo: Awesome. Well, thanks for, for agreeing to do this with us. I know the community really appreciates it. And, uh, we have a really large community of Canadians in general, so it’s, yeah, it’s, it’s great to, to have yet another representation, uh, here on the No Bullshit Demo side.

So, all right, let’s jump in. The first of our questions is, tell us, what is the product? Like, what does it do? Why does it exist?

Amanda Taylor: So I think before referring in the product, I’ll give a little bit of background on who Traction Complete is. Cause I think it provides a lot of info into why we do the things that we do.

Um, but Traction Complete came from a company called Traction On Demand and we were the largest Salesforce dedicated system integrator in North America. And we were working on lots of projects in Salesforce and we were seeing Really around operations teams, having the same challenges on a few key data management projects, one of them being lead management.

So the team thought rather than just continue and do all this custom work, why don’t we package up all of the best practices, the knowledge we’ve gained and develop a SaaS company. And so that’s where Traction Complete came from. And luckily we got to bring a lot of our leadership team and our development team came from the consulting business.

And so we’ve got really deep expertise in Salesforce and a longstanding history in the ecosystem amongst everyone who works here. And so that’s where we came from. Salesforce, uh, actually acquired Traction on Demand about two years ago. So we are now. Uh, independent and operate on our own. Uh, but nowadays what we’re really focused on is helping improve the lives of revenue operations, marketing operations, sales operations teams, by helping them manage their data more effectively in Salesforce.

And we have a suite of tools. So we actually help with cleaning up data, connecting data in Salesforce and orchestrating it. Uh, but today I thought, cause we’re talking marketing ops folks, let’s focus in on our lead to account matching and lead assignment tool called Complete Leads.

Mike Rizzo: Awesome. This is awesome.

Uh, speaking to our hearts and minds and souls with, uh, all of the things you just said, mapping data, Salesforce, data cleanup, data management. Uh, and I think in this sort of world of AI we’re in quality data really matters. Um, so I’m certainly excited to take a look at what you guys have. So, all right. So we learned a little bit about the background.

Um, let’s jump into this, our second question, right? Which is why does a marketing operations professional use your product? Um, and if you can just provide maybe a handful of examples, uh, and, and some use cases potentially.

Amanda Taylor: Yeah, for sure. Yeah, so I think when like we really see that marketing a sales handoff, and I think most folks in your community would agree that the marketing sales handoff is one of, if not the most key function in any sales motion, because it’s the start of any sales motion.

So if you can’t get that piece done. Really, there’s no sale to happen and you can’t be talking about all the other pieces that come down the line. And so it’s really critical that you’ve got the right data coming in. You’ve got to go into the right people so that you can actually initiate that conversation.

And when folks come to us, we really see them in two camps struggling with two different problems. Either they’re doing their lead management, so they’re matching and their assignment manually. So they’re spending time looking through list uploads. They’re cleaning up the data. You know what I’m talking

Mike Rizzo: about.

Amanda Taylor: And then they’re trying to figure out, Hey, which rep does this go to? And like even our marketing ops manager, she’s milling or juggling a million projects. She can’t be spending time doing that kind of stuff. So that’s one camp that we see. The other camp that we see is folks have tried to build stuff in, they’ve created some type of automated system.

Usually it’s with lead assignment rules in Salesforce. It’s with APACs or flows. It’s automated, which is great. But really the challenge that comes up is it’s really hard to make changes too, because it’s usually locked behind Salesforce admin privileges, or it’s just the system is really complex. So it’s hard to update or it’s hard to troubleshoot when things go wrong.

And so what we hear from a lot of marketing ops folks is we want more control and we want autonomy over our lead management system. And so that’s what we’ve built, uh, with complete leads. And really the tool’s got three main components, which I’ll show today, but there’s a component that helps you with the SLA management.

So making sure when you do throw leads over to your sales team, they’re getting followed up on in a reasonable amount of time. Uh, we help with matching. So as data comes in, making sure. Is it clean? Is it normalized? Is it matched to other existing accounts? So you can use that information. And then finally, it’s around the assignment piece.

So making sure it’s getting into the hands of the sales rep, or if it needs to transition to an AE or to a CSM, you’re actually getting it over to those folks. And making sure that it’s following all of your rules of engagement you’ve got within your systems.

Mike Rizzo: I love that. Just a point of clarification too, does it work across the objects, like lead and contact, essentially?

So when you say lead, you’re just saying like, That’s sort of like terminology of a new lead, not necessarily the object.

Amanda Taylor: Yeah. Yeah. So I’ll clarify that. So the name is complete leads, but the tool does support any object inside of Salesforce. So you can match across any object in Salesforce, including unlimited number of custom objects, and then you also can assign and reassign.

Leads, contacts, opportunities, accounts, uh, anything you

Mike Rizzo: want in Salesforce, we can work with. Very cool. Yeah. I can definitely echo the painful experience of, uh, building my own lead routing, Rob Robin stuff in the past alongside a, uh, Salesforce admin on a growth team and, uh, yeah, just like people leave the role.

Then you’ve got to update the manual rules you wrote. Like there’s all kinds of just stuff that instantly gets in the way. So, uh, Yeah, super excited for you to sort of show off, uh, some of the features that you, that you touched on. If you want to dive in and do a little bit of a demo.

Amanda Taylor: Yeah. So what I’ll do for the demo today, we’re going to again, hit on those three points I talked about first around that SLA management and helping make sure that your leads get followed up on.

Second piece we’ll touch on is our matching engine that we’ve got built into the tool. And then we’ll touch on, uh, the drag and drop UI that we help with. Uh, build those assignment logics and flows in. All right, so what we’re on right now is we’re going to be creating a new record inside of Salesforce.

And this can really simulate you booking a demo on the website, adding new records into Salesforce via a list upload. And so I’m just going to go ahead and click save here as we’ve got Louise Smith from Hulu. who wants to chat with our sales team. And the moment I hit save, we’re going to be creating a new record in Salesforce.

And complete leads can either be triggered through a new record being created or from a field being updated on a record. And that can trigger it to be processed through our system. And so right away, what you can see here is Louise Smith has come in. She’s a lead and she needs to be followed up with.

And the first thing I’m going to call attention to is our response timer. And so a response timer, what it is tracking is the moment a lead is assigned to a BDR, it’s going to start counting up. And what a BDR is going to be responsible for doing is coming up here and changing the status from open to working to stop the timer.

Now I’ll throw in here, I used to be a BDR and we actually use complete leads on the back end of our system. And this response timer definitely got you to follow up very quickly because you wanted to run in and stop the timer as fast as you could. Um, what’s happening with the timer is once it’s stopped, it’s then stamping the amount of time that it took into a field.

So then you can report across all of your leads. How long is it taking to follow up with those folks? And so that’s the first part of our tool. And the second piece I’m going to touch on is our matching. So one of the challenges when a record comes into Salesforce is leads are actually siloed from the rest of your data in Salesforce.

So leads can not look into objects like accounts, contacts, opportunities, which can make assignment really difficult because you usually want to evaluate a lot of information on the account and understand that relationship to figure out who it should go to. So what our tool is doing is we are creating a lookup between the lead to the account and then grabbing information that we need and stamping it onto lead record to help make follow up easier.

And so what we’ve done is we’ve found that we actually do have Hulu in the system already and so we’ve gone ahead and grabbed the property name, which is Hulu LLC. And we’ve also grabbed other fields like our annual revenue, number of employees, and also things like the address and we stamped it onto the record to help the BDR understand and give them more context about what they’re following up with.

The other thing we’ve gone ahead as we’ve also automatically assigned this to Brian and Brian Likas is going to be the BDR who’s got a follow up, but I’ll show you how we actually figured out it should go to him. So I’m just going to scroll down here and these are some of the fields that come with our manage package.

And as you can see here, we’ve got a field called account, which is where we’re actually creating that lookup to the account. And so we’ve created a lookup to the Hulu LOC existing account. And what we’ve done is we’ve evaluated some information on here to decide who this should be assigned to. And what you can see up here is we’ve got Ellen King as the account owner.

But Brian is actually the owner of Couple Open Opportunities. And how we’ve configured our logic for this demo is we want all of our leads to be going to anyone who has an open opportunity. And so that’s why we’ve assigned it to Brian. Other great things that you can do once you’ve also created that link between the lead to account is you can get access to other related records so that you can give BDRs really a holistic view of what’s going on in that account before they make that call.

So that you can see who the leads are, we’ve been working, you can see other contacts, opportunities. And of course the account to understand, hey, what type of account this is and maybe what’s the relationship that’s been happening there so far. And so that’s the front end of what’s going on and I’ll show you in the back end of Complete Leads to show how this was all possible.

And so what we’ve gone into is the backend of complete leads. And what I’m going to get is we’re going to scroll down here to the assignment flow section. And this is where we have a drag and drop, uh, essentially it’s a logic or a flow builder where you can build and configure how you want your records to be matched and assigned inside of Salesforce.

And just like you asked earlier, Mike, I know you’d ask about the objects, but. We support all objects inside of Salesforce, and there’s no limit on the number of custom objects that you can, uh, match and assign to. But for this case, we’re going to be focusing on the lead object. And we’re going to go into the primary sign and flow that our Louise Smith record just went through and take a look at how it got there.

Mike Rizzo: I just want to out of bashedly say that I hope the lead object could just disappear.

Amanda Taylor: I know! You hear that from a lot of folks. Some people may opt out of it and just use contacts, but It just makes so much worse

Mike Rizzo: sense! Why? Why? Why did we create the leads? Anyway There’s always something to the flow. Uh, this looks great.

Amanda Taylor: Yeah, so Mike like you said before like when people leave would people change one of the challenges you can see is Figuring out what did this person build or if you inherit one of these lead assignment systems? Like why were they making these types of decisions? Um, and the first thing that we can do is we can add things like notes and regions.

And so you can actually document why did you put these things here or why did you make these decisions? And it can of course help when you’ve got larger teams or if you’ve got people coming and going. And so what I’ll do is I’ll just walk through some of the logic we built into this flow, just to give you an idea of some of the things that we can build in.

Um, but of course this is just scratching the surface of what can be done. Um, so the first thing we’ve done is we do what’s called an internal match. And this is where I mentioned, we take a look at the record that’s entered Salesforce and we match it against all of your existing data to see, is there potentially an existing lead, a contact?

Do we know about this account already? And if so, we bring that information in to make some decisions. And so the first decision we’re going to look at is duplication, uh, de duplication. So is there a duplicate lead? Is there a duplicate contact? And I know this is the pain of many marketing ops teams, uh, experience is having duplicates flooding your system.

And so what we’re able to do is we can do things like notifying the existing owner, Hey, you’ve, your lead just came in on another activity. We’re going to let you know this happened. You should follow up, but we’re going to go ahead and automatically merge that lead with the duplicate. Or if it’s an existing contact, we can then convert the lead into a contact and then merge the two contacts.

And ultimately, just the goal is to keep your data, uh, clean and not have many duplicates within your system or your reports.

Mike Rizzo: Cool, thanks.

Amanda Taylor: And then from there, what we determined with Louise Smith was she wasn’t a duplicate. We checked to see if she’s a partner lead. She wasn’t in this case. So we went ahead and did an account match.

And what we’ve configured in here is we can do lots of different things. So we can check things like, is there an open opportunity? And if so, we’re going to assign it to Brian, like we did in this case. We can also do other things like if it’s a current customer, perhaps we want to assign it to a CSM. If it’s a open account that doesn’t have any opportunities, though, we might be prospecting into it, we can send it to an SDR.

And the great thing about this is we can configure this, we can change this as any of your sales motions may differ over the years. And of course, we can always send them through email, through Slack and text. Or slack or tasks, uh, to make sure that they know that they need to follow up.

Mike Rizzo: That makes sense.

On this, uh, particular screen, I, I imagine these aren’t like pre baked recipes. You’re like the users essentially, um, naming the step, right? Where you say open opportunity question mark, like they’re putting that, that nomenclature into the, into that, like, yeah, that’s

Amanda Taylor: correct. So we’ve got things like step labels where you can come in here and you can name them.

However, uh, in a naming convention, that makes sense for your business. Yeah. Yeah. But yeah, and then the final thing I’ll call out, cause I know you’d mentioned this as well is round robins. Cause in Salesforce, it doesn’t come out of the box with round robins. And so that can often be a bit of a difficult thing to build in a custom way.

And so we offer a lot of round robins. We’ve got a standard capped weighted availability based. So you’ve got a lot to pick from. So in the instance that you may find that this is a net new lead, a net new account, you might want to round robin it out to a team of SDRs or BDRs. And then the final thing I’ll call out is just this nested flow feature.

And what the nested flow is, this is a really great feature for large teams. And what it is, is it’s a flow within a flow. And so you can actually give permissions to specific teams to manage their own piece of the flow. And so in this case, if you’ve got a global team, the APAC team and the EMEA team might have completely different routing rules.

So you can actually assign it to the marketing ops team that manages that specific region and they won’t have access to the larger flow. So they don’t have any risk of, of that impacting the master flow that’s powering everything.

Mike Rizzo: And

Amanda Taylor: so

Mike Rizzo: that’s really cool. Yeah. So like the marketing ops side could totally set up.

You know, all of this in alignment with, you know, your, your sales org. Although I, I’ve been seeing a lot of SDR, BDR teams rolling into, you know, marketing demand gen sort of departments anyway. So it’s, it’s less of a separate team issue than it used to be. Um, but at least now with alignment and building out this logic, you could then say, Oh, I recognize.

You know, you guys have your own teams, your own processes, et cetera. Um, and so in that, that section you were talking about where it’s like a flow within a flow, you can just like provision almost like a sales ops, marketing ops team to just like sort of manage that, that whole thing. Like, Oh, we’ve identified this as a net new.

You know, in the account and therefore you can handle your own routing roles and you manage them over here.

Amanda Taylor: Exactly. So if you wanted to go into the flow, this is the flow you could give to the sales ops team and say, Hey, you guys can control. This team might separate their leads based on employee size.

Another team might do it by industry, but at least you can give that control to that team. So you don’t have to be managing and going in all the time to make those changes. So it’s definitely a time saver.

Mike Rizzo: That’s awesome. Yeah.

Amanda Taylor: Awesome. Yeah. And so that’s, I guess a little bit of a high level intro to our product, just showing the front end.

What’s what a BDR would see and how we can go about automating a lot of that stuff. And then this is the backend where most marketing ops teams would spend most of their time. Um, but of course there’s lots of teams that will not just work with lead routing, but they’ll extend this to do their contact routing, account routing, opportunity routing, case routing.

Um, so the possibilities, there’s a lot there that you can build within the system, but this is just a quick intro into what it looks like.

Mike Rizzo: Very cool. Um, cool. Well, thank you for showing us that. Is there any other aspect of this that you want to show off or should we just jump into the next part of the, uh, the NBSD series here?

Amanda Taylor: There’s one feature I will show. Cause I know we’ve released it about six months ago and a lot of marketing ops teams love it. Um, but one thing that I think we hear from marketing ops teams is a lead gets routed to a rep. They go, why did this come to me? You’re not quite sure. Um, so we’ve actually recently introduced something called the visual history log.

And this is a log where you can actually see how the lead traveled through that flow that it just went through. And you can actually see what updates were made along the way. So you can troubleshoot and figure out why different decisions were made, why different records might have been stamped, or why different matches were, uh, done within the process.

But it’s a really easy way for marketing ops teams to answer those questions right away for the sales team that might be asking them those things.

Mike Rizzo: Very cool. I like that a lot. Um, and, and just that like sort of checklist of here’s the things that happened. It makes a ton of sense. That’s cool. Following along on that journey is incredibly important when it comes to auditing.

What the heck happened here? Exactly. Very cool. Well, thank you for showing that off. All right. So without further ado, let’s, uh, let’s sort of just like jump into the rest of the questions here. Get, uh, get our no bullshit demo, um, uh, audience entertained a little bit with some of the answers perhaps. Uh, so, um, let’s, let’s talk about first the integrations.

What integrations are most frequently used within your product? Obviously Salesforce is the sort of native environment. Yeah. You mentioned Pardot. Um. What do you see from your customers right now that are sort of interacting with TractionComplete in a Salesforce environment? Like what are the most common things influencing that integration stack?

Amanda Taylor: So what we usually find, so of course, since we’re Salesforce native, if you’ve getting the data into Salesforce, we can work with it. So typically companies that have things like an ABM platform, like a six cents, they might have intense scores based on either a contact record or the account record, that’s something that we can look at as long as it’s within Salesforce.

Um, and then also like Pardot or any of your marketing automation platforms, as long as they’re pushing those scores into Salesforce, we can also create triggers to watch for those changes. And then when they do change, we can fire off any type of flow there. Um, but the other common integrations that we usually see, one is outreach.

Um, and usually the use case there, lead comes in, we can automatically put it into a specific sequence. So if you want to get a sequence right away. Um, you can get that running there. Uh, the second one that we usually see, which of course being the Salesforce ecosystem is Slack. So being able to integrate directly with Slack and push notifications there.

Uh, if we need attention or if maybe someone’s missed their SLA timer, you can send them another notification to say, Hey, you got to go follow up with this person you’ve missed, or you’ve gone over your time limit for what you need. Um, and then the third one we see is Google Calendar. So within the availability based round robin, what we can do is evaluate people’s Google calendars to see who within the round robin is not at a meeting or not out of office to make sure that that, uh, gets to somebody that’s available to actually.

Talk to that person right away. So those are the top ones that we see.

Mike Rizzo: Okay. Yeah. Super helpful. Um, and some good insight there on folks thinking about the art of the possible when it comes to the traction complete stack. Right. So very, very cool. Thank you. Uh, all right. So let’s keep going. So tell us a little bit about the average size of your customer base and, uh, Yeah.

Just share, just share more there.

Amanda Taylor: Sure. So we find, I mean, this number does vary from business to business, depending on size of your team, complexity of your sales motions. Um, but the general number where we see companies come to us is around that 200 to 250 employee mark. And we find that as the number where companies start to realize our lead management system, either the manual version or these systems we built with the custom code or in the back end of Salesforce, they’re no longer sustainable.

And so that’s when they really start to reach out and come for us. Um, but what we do find though is where our tool really shines in terms of its, what makes it different from other tools on the market is at thousand employees and up. And the reason is, is we’ve actually designed our system to process data asynchronously, which means we can handle a lot of data.

So, where other tools might run into backlog issues, they might run into timeouts because they just can’t handle volume, we are able to really take on those really large, Volumes of data, and especially if you need to make mass modifications across all of your data, we can do that as well

Mike Rizzo: in that. Yeah, that makes a ton of sense, especially important on the speed to lead sort of just category in general.

Right? Um, so very, very cool. All right. Thank you for sharing that. Now let’s jump into the next question. What is the average time? This is like, Sort of the hard one to answer sometimes, you know, because it’s like, Oh, the answer is always, it depends. Yeah. Uh, but what’s the average time it might take to, to complete an implementation of Traction Complete?

Amanda Taylor: I’ll start with the, it depends, but, Yeah. Habits we give before I give the number, there’s kind of three things that we tell customers. If you’ve got these three things, you can expect this implementation time. Um, but one is you got to have access to somebody with Salesforce admin privileges, cause we have to be able to install the managed package into your Salesforce environment.

So that’s number one. Number two is you’ve got time and resources with the people that understand your current lead management system and where you’re trying to get to, and they have the authority to make those decisions and those calls. Um, typically marketing ops folks, but sometimes it might have STR leaders.

You might have sales leadership or sales operations involved in there. And at that case, we just need to make sure that those people have time to answer those questions quickly. Um, and then the third thing which we find makes or breaks implementation timelines is documentation. So, uh, some type of documentation of what you’re trying to achieve that can be in another vendor, it can be in lead assignment rules, it can be in mural boards, but any type of just understanding of where you’re trying to go can make that timeline really, really easy.

Um, actually happen. Um, but with that all said, usually what we see, uh, is four to six weeks. It’s usually what we, um,

Mike Rizzo: would recommend to most customers. Nice. That’s not terrible. I mean, uh, the, the, I would say that makes sense to me if you’ve got the documentation in place and the access to, to the right teams and systems, then.

You could probably get a couple of things implemented, you know, pretty quickly, about a month, month and a half. So nice. Very cool. Documentation speaking of my heart again, that’s like core to the marketing rev ops sales ops world. So I’m very glad to hear it. Uh, all right, so let’s keep going. Um, tell us a little bit about the pricing model and, um, also if you can share, if there’s any like setup costs that.

Uh, come with the contracting phase of, of getting the product.

Amanda Taylor: Yeah. Yeah. So with TractionComplete, how we price the product is based on the number of users that need records assigned to them. So that’s usually based on BDRs, number of AEs, uh, if you’re doing account managers and CSMs. All of those folks are going to need records assigned to them at some point.

So that’s the volume that you’re going to be looking at. And then that is, the pricing model is 39 per month. So, and that includes your implementation. Um, and that includes your ongoing support and an access to a CSM and an account manager. And so all of those fees are in there. And then it’s also access to all of the objects.

So there are some other vendors that will charge you different rates for access to contacts, access to opportunities, access to accounts. Um, but for us, all, uh, all of your objects and fields are unlocked for you at that pricing.

Mike Rizzo: Very cool. And, um, Do you tend to see more, um, like from a billing terms perspective?

Like more just like annual upfront, quarterly, monthly. Like most businesses I think prefer annual upfront, but, uh, yeah. Um, you know, and, and usually multi-year deals coming in type of thing? Or how, how do you guys. I guess like it’s really about teeing up the, this audience for, you know, sort of the, the, the other series of questions here, right.

Which is around like kind of ROI and stuff like that. Right. So, um, if I was to position this to my, I don’t know, IT department, uh, rev ops leader or CMO, uh, what might they expect, uh, or the CFO for that matter, right. Would it normally be like, Hey, we’re gonna, we’re gonna sign up for this for like the year or.

How’s that usually work for you?

Amanda Taylor: Yeah. So we do like the minimum we do as a year contract. Um, we do offer multi years if that’s something that you’re interested in. Of course, there’s benefits that come with the multi year, but I mean, what we find is this is a system that you can’t set up and pull out, like you need to set it up, it needs to run.

And of course. It’s critical to so many different functions. So we find that the year term is what you need to really see the value out of it. Um, but yeah, of course there’s options. And of course you want to talk to our sales team if you need special scenarios, retail, but yeah, that’s typically the standard.

Mike Rizzo: Cool. Cool. Good deal. All right, let’s keep going. So you actually touched on this slightly in the answers to the previous question, not the one before the last, but, um, tell me about internal teams that you feel are needed to get fully implemented. I guess, you know, almost like who’s your buying group? Who do you feel like is normally involved in sort of like the implementation and decision process?

We touched on Salesforce admin access, right? So like, that’s a bare minimum, but anybody else that you, that you see you’re sort of successful customers, um, bringing into the mix.

Amanda Taylor: Yeah. Yeah. And I think what’s funny we’re finding as I think the Rev Ops evolution is happening, the personas who come in differ a bit.

So it might be Rev Ops team. Sometimes we’ve got some sales ops team owning the lead motion, which is a bit interesting, but I mean, our. General rule of thumb is whoever is understanding the lead management process, that’s the person that needs to come to the table. Generally, it’s marketing ops. We’re starting to see more revenue operations, uh, leadership come in there.

And then of course, I think someone who needs to be involved in the buying decision is the team that’s going to be receiving the leads. So it’s usually a BDR manager, or if you have a sales director, who’s overseeing the BDR team, they need to have some understanding of the system and, I think really the sell for them is, Hey, look at all the time that we can save your BDRs.

They’re not having a search in Salesforce for five minutes, trying to figure out what’s going on in this account. They don’t have to spend time on all this manual field updates or cleaning up the data. So there’s a lot of sell there. And then obviously from the Salesforce system, I think it’s, uh, You know, telling your admin, Hey, I don’t have to submit 50 tickets to you to change one little piece of the routing piece.

I can actually take that on. And it’s in a protected environment where you’re not impacting the metadata within your Salesforce. You’re not putting other apps at risk. Um, cause it’s all configured at the data level, which makes it a lot less risky from the Salesforce admin perspective. Um, but of course we’ve also seen folks like architects, um, sometimes come in there if they’re just overseeing your Salesforce environment and what’s coming into it, but Those are usually the main kind of people we need to have at the table for this type of conversation.

Mike Rizzo: For sure. Cool. That makes a ton of sense. Um, let’s talk about implementation, uh, itself. So, you know, suffice it to say, Salesforce tends to be more of a successful implementation when either you have a super experienced tenured set of admins to go implement Salesforce for the first time, but that happens pretty rare.

Uh, pretty rarely. And so, uh, often they refer to their partner network, right? And so this question is really set up for, for exactly that reason. Do your customers or our audience need to consider working alongside, uh, an external agency or a consultant to find, um, a successful implementation?

Amanda Taylor: Yeah. CSMs that you work with, they are all Salesforce admin certified, and they really are willing to get in the weeds with you.

And. Our goal ultimately is you should not need a consultant to install TractionComplete into your org or to get it set up. It’s designed to be, I think you need to have a relative understanding of Salesforce and how the data works in it, but you don’t need to be, you know, at a superstar at Salesforce to make this work.

Um, but our team is really there. We’ll help get it set up, get it installed, make sure that it’s working in the way that you want. We’ll help you with the testing process as well. Um, and of course, if you’ve got questions, we’re always there to ask, but I think. Okay. What we often get kudos from, from a lot of customers is that our team is actually willing to get in the tool with you and talk through the process and understand like, how is the data flowing?

How’s it going there? And we’d like to offer best practices as well. Um, cause of course we did so many lead management projects as a consultancy. We now have a lot of information that we can share and. I mean, just ultimately help people avoid a lot of those common problems that we used to see back in the day.

Um, but yeah, short answer though, is no, you don’t need to bring in a Salesforce consultant, um, to get this up and running as long as someone’s proficient on Salesforce, they’ll be able to get this system up and running.

Mike Rizzo: Very cool. Awesome. Um, all right. So the last question that I’m going to ask today, cause I really feel like you did a nice job answering the average time to see success on your implementation, which is usually our final question.

We do. But the last one for this session, I would say Just tell us a little bit about the support options. Um, what are they and do they cost more?

Amanda Taylor: So we offer two tiers of support. So the standard support, which comes with your package is what we call just standard customer success. And what differentiates the standard customer success from the enterprise customer success package, which is an add on is, do you want to manage it?

Or do you want us to manage it on your behalf? So the standard one, we will be there essentially holding your hand, getting it set up, getting it configured and making sure it’s working. But the ultimate goal for us is to make you self sufficient on the tool so that you can manage it yourself. Um, but there are scenarios where we see teams who are lacking time.

They might be lacking resources, or they’ve got a really complex project in their head that they want to see. And they’re like, we just don’t So know how to get there, our team can come in and actually do that work for you on your behalf. That is an additional cost depends on the size of projects scope number of hours that are needed, but that is available.

And I think it’s good to know, especially once you got the basic setup, if you’re wanting to. You know, build more. You’ve always got access to our team and we can come in, um, some of our experts and get what you need done.

Mike Rizzo: Yeah. Yeah. That makes a ton of sense. I mean, especially with the utility of a product that can touch, uh, all kinds of objects, right?

Like support cases and all kinds of things. I can imagine, uh, a nice land and expand model and having the resources to be able to say, Hey, I don’t know. I don’t know what I don’t know about routing, you know, support cases or whatever else is next. Um, so, you know, need your help. Um, so it’s, it’s nice that your team was sort of born from this consulting environment and then, uh, you know, the product came, came to fruition after that.

So Megan, um, Thank you. This has been a super helpful, no bullshit demo. I’m sure our audience will absolutely adore learning about the product. And then, um, yeah, if, uh, if you have any other questions or anything like that, uh, for Megan or the team, uh, please go visit traction, complete. Let them know that you saw the no bullshit demo, so you don’t really have to go through all the kerfuffle of the back and forth and say, great, like, where do we go from here?

Um, so I appreciate you taking the time Megan and, uh, our audience appreciates it too.

Amanda Taylor: Awesome. Thank you, Mike. Thanks for having me. And we’re so excited to hear from everyone.