Helping Google Cloud for Startups leverage credit programs through providing accurate data, automated processes and client support.

The Client

Google Cloud for Startups is a team at Google that helps early-stage startups leverage and scale their business, by providing credits for Cloud products, and organizing community events and training. More than 30.000 startups benefit from this team's programs, which partnerships with more than 300 accelerators working to make small businesses grow.

The Challenge

Google Cloud for Startups used to collect data from different sources, making it difficult for the account managers to see accurate data in real time. Nowhere the team could track the startup activities such as events they had attended, or how much credit they have redeemed. On top of that the support team provided support through a different platform, with no visibility on customer data. The team had to access multiple systems or tables to find the data they were looking for.

The Solution

Lab5 built a single platform on Sales and Service Cloud integrated to Google tables to provide one single 360 view of the startup, giving both field and support team visibility on credit usage, credit applications, partners and reference codes and events attendance. Service cloud was implemented to automate support processes and leverage the team interactions with startups.

Outcomes

LEasier access to reliable data through reports and dashboards, such as the credit usage over time. The team now had visibility on events attendance by each startup and each event, and could also track the account manager interactions with each startup. Support team could easily access the startup data to provide better support an average of 1400 cases per month and decrease their turnaround time.

• Contact & Account Management
• Opportunity Pipeline Management
• Event Management
• Email & Social Marketing