Why collaboration is essential to outstanding customer experiences

By 2020, customer experience will overtake price and product as the key brand differentiator, according to a study by Walker. Despite this, many organizations still aren’t entirely sure what customer experience is, let alone developed programs to optimize it.

Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey. It touches everything: navigating the website, interacting with sales, working with customer service—and, of course, using your product.

Not only is customer experience complex and multifaceted, it’s also vital to your business. In their future of Customer Experience report, PwC surveyed 15,000 customers and found that one in three customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions.

Optimizing customer experience across platforms is complex. A good place to start is by keeping the promises you make to customers. When you commit to fulfilling customer demands, make sure you follow through. This starts by ensuring your sales, proposal, and product teams are in lock-step.

Make promises you can keep

Most of us don’t make promises with the intention of breaking them. Despite this, brand-customer relations often end with unfulfilled promises of features and functionalities that never appear.

The disconnect between customer expectations and reality can often be traced back to a disconnect between sales and product teams. This gives rise to the question: how do you re-connect sales and product teams?

Promises to fulfill customer demands start with the sales proposal. Complex questionnaires (i.e. RFPs, RFIs) are bound to ask about a feature or functionality that your solution currently doesn’t have.

Rather than simply saying “no”, and risking losing the bid, the proposal team might explain the feature is not available now, but will be added to the product roadmap. For example, if an RFP issuer is looking for a solution with an open API, being willing to make that available within six months could be the tipping point that wins you the deal.

But to follow through on this promise, and provide an outstanding customer experience, the product team needs to be involved in these kinds of conversations from the get-go.

That’s where RFPIO for Jira steps in. Rather than sending product feature requests into the abyss of email, proposal and product teams can collaborate on the platforms they’re already using. Deadlines, customer commitments, and feature requests are tracked in a single centralized location—and nothing slips through the cracks.

RFPIO for Jira keeps your teams aligned

A survey of over 2,000 knowledge workers found that 69% of workers waste up to 60 minutes a day navigating between apps. That’s 32 days a year.

When you integrate RFPIO with Jira, your proposal and product teams can collaborate on customer commitments, without leaving the app they’re already working in.

When product inspiration, customer demands, or commitments arise in an RFx response, presales teams can create Jira Issues or Tickets directly from RFPIO, relating that issue back to a specific question or section within the RFPIO project. RFPIO users can track the status of Jira requests against defined timelines, and engage in bi-directional conversations with product and project owners in Jira.

Start the conversation

When approached with questions regarding a feature or functionality your solution doesn’t have, the proposal team needs to know:

  • Are we already working on this?
  • Can we develop this feature?
  • If yes, what is the expected release date?

The proposal team can ask these questions by creating a new ticket in Jira, assigning owners, labels, deadlines, and priority levels. For questions that address features already being worked on, the proposal team can link to an existing ticket.

Figure out a solution

When customer requests require further discussion, team members can start those cross-functional conversations by @-mentioning users. RFPIO and Jira users can discuss a certain request, without leaving their preferred platform.

Stay on top of commitments

With RFPIO for Jira, all feature requests can be tracked in the ticket dashboard in RFPIO, giving ticket creators full visibility into the status of any tickets they’ve submitted—and can give status updates to other teams, as needed.

Additionally, ticket creators are notified anytime an associated ticket is updated or commented on.

Strengthen customer experience to stay ahead

According to research from PwC, there’s a 16% price premium on products and services that come with great experiences. Companies that connect their responses to product development are providing that outstanding customer experience, right out of the gate—and giving themselves an automatic edge over their competitors.

If you’re ready to take the first step in providing an outstanding experience, aligning your teams is a great place to start. Tealium, a software company that connects companies to data, is already seeing incredible results with RFPIO for Jira.

Armando Rosario, the VP of Strategic Programs, explained, “the integration between RFPIO and Jira is bridging the gap between subject-matter-experts, engineers, and proposal managers during the RFP response process—allowing us to better collaborate and build workflows between systems they’re already using.”

To watch RFPIO for Jira in action, check out our webinar below. If you’d like to see how RFPIO for Jira could work for your specific use case, go ahead and schedule a demo.


Phill Sundal

As Product Marketing Manager at RFPIO, Phill Sundal is passionate about go-to-market strategy and empowering individuals and organizations in their response management efforts. A graduate of the Carson Business College, Phill has been a PMM for high-growth SaaS companies for over five years, and is an emerging thought leader in the sales & marketing intelligence space. He’s also an experienced unicycler and drummer. Connect with Phill on LinkedIn.

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