Unveiling a New Perspective on Operations
Recently, I had the privilege of joining a customer call with Eleos Healthcare, a leading Augmented Intelligence Healthcare company in the US, which had just secured a significant round of funding and was in the process of optimizing its operations. Andy Bae, Eleos’s Revenue Operations Manager, was kind enough to walk me through the transformative influence of Akooda, an Operations Management Platform designed to provide a comprehensive overview of an organization's activities.
Beyond CRM Tools
As we delved into the discussion, Andy, a seasoned professional with a wealth of experience in similar roles, shared his initial thoughts on Akooda. "It's really cool from my Ops viewpoint to see something I usually don't get the opportunity to see," he remarked. His excitement stemmed from the fact that Akooda was not just another Customer Relationship Management (CRM) tool but a dedicated platform tailored for operations professionals.
One-Page Overview of Teams and Tools
One of the standout features highlighted was the ability to obtain a top-level, one-page view of all teams and tools within the company. This capability proved invaluable, especially in the context of a recent reorganization within the company. "My Slack keeps on getting blown up from everywhere," Andy explained, "so having a central place where I can just see what we are doing and what I'm responsible for, I feel so much better about it."
Andy also mentioned that being able to see Trends and Categories that align with what he expected to see vs. did not expect to see gave him a really good idea in terms of what to expect from the operations side. For example, when they released a funding announcement, he noticed a big spike in traffic in the Customer and Integrations areas of the site - which actually helped him get a head start on some partnerships work that ultimately helped cut down top-funnel time.
Visualizing the Customer Lifecycle with Coms Chart
The real game-changer, according to Andy, was the communication chart (coms chart) that Akooda offered. This feature allowed him to visualize the entire customer lifecycle, from the moment a customer visited their website to the point of software purchase and subsequent engagement. "I've never seen all the different interactions from the top," he admitted. "This is a first." The coms chart empowered him to identify critical touchpoints and make informed decisions based on a holistic understanding of customer interactions.
Centralized Clarity: Managing Messages and Requests
Addressing the perennial challenge of being inundated with messages and requests, Andy expressed relief in finding a centralized platform. "I can now rely on Akooda to see where we need to get to, how we focus on the right areas to improve, edit, or tinker with," he affirmed. The platform became an essential tool for aligning operational strategies with executive directives and driving targeted improvements.
Akooda's Impact on Customer Marketing
In the temporary absence of a dedicated full-time resource, Andy highlighted the platform's impact on customer marketing. Temporarily taking over the reins until a suitable replacement is found, he highlighted how Akooda enabled him to understand the intricacies of customer marketing without the need to speak to anyone directly. By leveraging the coms chart, he gained quick access to pertinent information about customers, projects, and team members.
“I really, really, really want to highlight how useful the coms chart has been!” said Andy. “Being able to see a complex process is really helpful; I can see the Areas of Focus and how they are connected. As an example, to onboard a customer, there is a lot of work to be done: training clinicians, implementing + integrating with the EHR, and their Telehealth platform. Having a good view of this on the coms chart helped me save a ton of time: from simple questions on a part of the customer onboarding process, all the way to complex questions that will help us improve tracking onboarding status. Akooda helps me find the right questions to ask, and the people to ask them to!”