Partners in Performance: Implementations that Make it Fast and Easy to Realize ROI
To realize ROI quickly, the implementation process needs to be fast and simple. Here's what our implementation process looks like so our customers see impactful business results within weeks
At Pathlight, we’re very familiar with the number of tools that teams, managers, and companies often juggle—on average, a single department within an organization will use 40 to 60 tools to manage their work. But we also know that a high number of tools does not equal a high understanding of the data they provide. That’s one of the reasons we built Pathlight: to help teams understand how to improve performance by gathering data from many of their tools in one place.
In our experience implementing Pathlight at numerous brand name customers and some of the most notable enterprise companies, we realized the importance of communicating the deep value of performance intelligence, getting team buy-in, and driving engagement during the implementation phase. After all, a new technology that’s poorly implemented could remain untouched in an employee’s proverbial toolbox. The initial phase of rolling out a new technology sets the tone for its future use—and can mean the difference between it being fully leveraged or underutilized.
Within one week of implementation, a recent customer saw a 43% increase in Health Scores – a weighted average of an organization’s prioritized metrics and goals (e.g. revenue, NPS, pipeline, CSAT, etc.). After a month, they saw scores increase by 78%.
This is why we’re steadfastly committed to partnering with our customers in the implementation phase for a quick and low-effort rollout. We, strive to get teams and leaders set up quickly—typically in under a month—and ensure better employee and customer outcomes in the long run. Within one week of implementation, a recent customer saw a 43% increase in Health Scores – a weighted average of an organization’s prioritized metrics and goals (e.g. revenue, NPS, pipeline, CSAT, etc.). After a month, they saw scores increase by 78%. We believe that it’s increasingly important that your employees feel not just comfortable with the tools they’re using and the data they’re getting from them, but also empowered by them; that process starts with a successful rollout.
Here’s a look at how we think about implementation for quick and easy ROI, the process it involves, and some key considerations to think about as you roll out Pathlight on your team.
Successful Implementation = Quick and Future Wins
First and foremost, any implementation starts with the customer—you. So we begin by understanding your goals, pain points, and what business objectives you’re trying to achieve or challenges you’re trying to solve. At the ground level, we’ll look at your business—your KPIs and the metrics you use to track success—and how you’d like to improve. We’ll get to know your existing tools and metrics, and work with you to strategize about productivity and performance within your business so that Pathlight can deliver the most value to you and your team.
"My team is familiar with and has been exposed to many technology solutions. By far, Pathlight was one of the easiest to implement. Their team was invested in our success and very easy to work with. They understood our business, and, considering we gave them 30 days to prove value from the platform, quickly customized the solution to meet our specific KPIs." - Brett Frazer, VP of Customer Service at Sunbasket
When we kick off a new implementation, we take a similar approach to how our product works: we establish a timeline, milestones, metrics of success, and our goals for performance, including engagement following launch.
Beyond the timeline, once your team launches Pathlight, we’ll measure engagement levels to see who’s signed up, logged in, and how different members of your team are using the platform. Of course, we’ll work with you to help kickstart team engagement by providing templates and training so that jumping right in is a breeze. Finally, after launch, we’ll check in with you and review the real time dashboards in Pathlight that track user engagement and performance against your goals, so you know how successful your implementation was.
Setting Up for Success
The process of implementing Pathlight focuses on taking the necessary steps to get set up for engagement and success before launching to the team. Communication is key during implementation, so the process will start with that: understanding your needs, goals, requests, and how we can support you.
In the initial phase of implementation, we’ll understand what datastores you’re using, which metrics you’re measuring, and your org chart structure. Then, based on that, we’ll estimate a timeline and set milestones for the rollout. With initial specifications mapped out, we’ll get into the technical requirements of getting your team set up in Pathlight, any custom engineering needs, and the metrics to configure for your account. We’ll build out your key Pathlight metrics and insights, validate data with your integrated tools and apps, and make sure all data is correct.
We know that laying a foundation for solid engagement before launch is critical to getting people excited and on board with any new technology, especially one that stands to improve performance drastically, like Pathlight. We structure our training specifically to get buy-in from managers first, then frontline employees, and we’ll help you engage users with messaging and one-on-one templates, so team leads are set up for success. We’ll also share resources, like tips on integrating with your calendar and Slack, to help everyone get the most out of Pathlight.
Integrating Your Data Sources
Integrating the software and applications you use with Pathlight is critical to getting the most out of the platform. Many of our customers have dozens of data sources and ways to measure KPIs, but they lack one place to see all the data at once—Pathlight becomes that single source of truth. To that end, Pathlight offers seamless integrations with dozens of applications like Salesforce and Zendesk to make sure we’re gathering all of your relevant data.
During implementation, we’ll work with you to make sure all of your data source integrations are successful and that all the data represented in Pathlight is accurate. We’ll also provide you with capabilities that don’t exist or aren’t easily done in things like Business Intelligence (BI) tools, such as the ability to roll up individual data to see performance on a team level and make adjustments or see historical performance when team structures might change. Because our data attribution is flexible, we can show you different levels of data and help you make meaningful decisions for your team.
Thinking Strategically About Metrics
During the entire implementation process and beyond, one of our goals is to help you think strategically about which metrics matter to your employees and your business—and then help you track them. Whether you’re already clear on what you want to track or just getting a handle on it, we can help by giving you recommendations based on data source availability and your business goals.
Then we’ll set your Health Score and priority metrics in Pathlight. The goal of these data points is to help you focus on the most important KPIs and not get bogged down in metrics. We recommend having 5-7 high priority metrics (but we can track and analyse dozens of metrics) in order to keep employees focused on the metrics that drive performance (and to avoid being overwhelmed by data).
Did you know: Unlike other data platforms that provide blanket metrics with little visibility into how they’re being calculated, you can fully customize your metrics in Pathlight. Health Scores are completely configurable based on the metrics that matter to your business and employee success. Within your Health Score, metrics can be weighted, allowing you to focus on specifically what drives outcomes for your business, not some generic list of data points.
The level of customization of metrics Pathlight enables may be new to you, so we’ll guide you on how to think about what you’re measuring and everyone has transparency around how every number is calculated.
A new level of transparency
The new level of transparency Pathlight will provide your team is entirely customizable to your organization’s culture and desires. During implementation, our goal is to understand how visible you want your data to be and make sure Pathlight reflects that. For example, you might want employees to see their own data only or to see parts of their teammates’ data, too, or to limit visibility to within or across teams.
The flexibility of transparency settings is meant to support you and your team’s culture. For example, in a recent survey, we found that 35% of employees think they would perform better knowing how they compare to their peers, so we make it easy to provide that visibility to the teams that want it and control for those that don’t. For instance, you might have a highly competitive and transparent field sales team but a customer support team that is less so—you can completely customize how much each employee and team sees to drive some healthy competition or keep performance private.
The Easy Button for Implementation and ROI
To realize ROI quickly, the whole process needs to be fast and simple, and our customers see results within a week of launch. No matter how many data sources you have, applications you’re using, or customizations your implementation requires, Pathlight is capable of accommodating your team’s needs.
Interested in seeing what Pathlight could look like for you? Click here for a consultation and demo!
Sign up for our newsletter
Be the first to learn about our latest manager interviews, articles, and customer stories.
Key takeaways from Pathlight's session on Building a Resilient Contact Center with AI-Driven Performance Intelligence at the Customer Response Summit hosted by the Execs In The Know community in Austin, Texas.
Agent performance is vital for CX success. Taking a holistic approach to monitor, evaluate, and manage agent performance can be a game changer for driving productivity at scale.
By adopting Pathlight to manage their entire QA process, run 1:1s, pull reports, and provide visibility to both agents and leadership, they’ve saved time, improved agent engagement, and seen customer service improve.