Turn customer data into coordinated action across every team

When sales closes a deal in the CRM, customer success builds onboarding plans in a project tool, support tracks tickets in a help desk, and product collects feedback through surveys, nobody sees the complete customer story. Delalify connects these fragments so every team works from shared context.

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The challenge

Siloed systems create inconsistent customer experiences

A sales executive promises custom onboarding during contract negotiations, but the customer success team never learns about it because the commitment lives in email threads instead of structured handoff notes. Three months later, the customer submits a support ticket expressing frustration about features they expected based on sales conversations. The support agent has no visibility into the original deal terms or onboarding commitments, leading to conflicting responses that erode trust. Meanwhile, the account executive receives a renewal risk alert generated by a health score algorithm that never considered support ticket sentiment or product usage gaps flagged by the customer success team. When the customer finally churns, nobody can reconstruct what went wrong because the full relationship history scattered across six disconnected platforms.

Workflows

How teams work together

See how Delalify People, Channels, OneCloud, and Teams connect to enhance operations and improve outcomes.

Hand off accounts from sales to customer success with complete context

Sales teams close deals and mark opportunities won in the CRM, but customer success onboarding specialists often start from scratch because deal context stays locked in the sales platform. Delalify People becomes the central account record where sales executives document discovery findings, success criteria, stakeholder relationships, and implementation commitments during the sales cycle. When the deal closes, customer success managers see the complete timeline of sales conversations, demo feedback, and contract negotiations without switching systems. Channels automatically triggers welcome sequences personalized with details pulled from People, sending onboarding guides, training session invitations, and success plan templates that reflect commitments made during the sale. OneCloud stores statements of work, implementation guides, and product documentation attached to the account profile where both sales and customer success teams access the same versions. Teams adjusts access permissions at deal close, granting customer success full edit rights while transitioning sales to read-only visibility that preserves relationship continuity.

Outcome

Customer success managers begin onboarding with full context about customer goals and commitments, customers feel recognized because they do not repeat their stories to new team members, and sales confidence improves because they trust handoffs will honor their promises.

Coordinate upsell and renewal motions across revenue teams

Account executives own expansion targets while customer success manages renewal conversations, but these teams often work in parallel without visibility into each other's plans, resulting in duplicated outreach and confused customers. Delalify People centralizes account relationships so both teams see interaction timelines, health scores, and engagement trends in one place. When customer success identifies an expansion opportunity based on product usage patterns, they tag the account in People, triggering notifications to the assigned account executive through Channels. The account executive reviews customer success notes, support ticket history, and feature adoption metrics directly in People before scheduling the upsell conversation. Channels coordinates communication calendars so renewal reminders and expansion proposals do not overlap, respecting customer preferences for meeting cadence and communication channels. OneCloud stores pricing proposals, contract amendments, and renewal quotes attached to account profiles where both revenue and customer success teams collaborate on the same documents instead of maintaining separate versions.

Outcome

Revenue teams close expansion deals faster because they approach customers with context about satisfaction and usage patterns. Renewal rates improve as customers experience coordinated rather than conflicting outreach, and leadership gains visibility into pipeline health informed by cross-functional data.

Turn support interactions into proactive customer success interventions

Support tickets reveal product friction, missing documentation, and user confusion, but these insights rarely make it to customer success teams who could address root causes before customers disengage. When support agents resolve tickets in the help desk system, key details sync to account timelines in People, making patterns visible to customer success managers monitoring health scores. Channels triggers automated check-in campaigns when accounts submit multiple tickets in short timeframes or report recurring issues, ensuring customer success reaches out before frustration escalates to churn risk. Support agents attach troubleshooting guides, configuration examples, and training resources to account profiles in OneCloud, creating a knowledge base accessible to customer success during quarterly business reviews. Delalify Teams grants support staff read access to customer success notes and onboarding status so they can provide context-aware assistance that acknowledges the customer's stage in the lifecycle.

Outcome

Customer success teams intervene proactively based on support signals instead of reacting to churn threats. Support resolution times decrease because agents see previous troubleshooting attempts documented in People, and customers feel heard because different teams reference the same interaction history.

Build partner ecosystems with shared relationship intelligence

Enterprise organizations work with implementation partners, resellers, technology integrators, and service providers, but managing these external relationships through email and disconnected systems creates blind spots that delay deals and fragment customer experiences. Delalify People stores partner contacts with tags indicating specialization, geographic coverage, certification status, and customer referral history, making it simple to identify the right partner for each opportunity. When sales identifies an implementation need beyond internal capacity, they search partner profiles in People and send collaboration requests through Channels that include opportunity context and customer requirements. Partners access scoped views of account timelines through Teams permissions, seeing sales notes and technical requirements without exposure to pricing details or competitive intelligence. OneCloud stores partner agreements, joint marketing materials, and certification documentation attached to partner profiles, ensuring teams reference current terms when structuring deals. Channels coordinates customer introductions, project updates, and feedback collection across internal and partner teams, creating transparency without requiring everyone to join yet another communication platform.

Outcome

Partner-sourced deals close faster because collaboration starts with shared context. Customers receive consistent messaging as internal and external teams coordinate through Channels, and partner management overhead decreases because relationship history lives in structured profiles instead of email archives.

40%

Faster time-to-value

52%

Increase in expansion revenue

60%

Less time preparing for meetings

Capabilities

Platform features that powers your relationships

Built to handle the complexity of your operations

Unified customer timelines

Consolidate sales conversations, support tickets, product usage signals, and customer success touchpoints in People, creating comprehensive relationship histories visible across revenue, operations, and product teams.

Automated lifecycle campaigns

Trigger Channels journeys when accounts reach onboarding milestones, approach renewal dates, or exhibit engagement changes, delivering coordinated outreach without manual tracking.

Cross-functional collaboration spaces

Attach deal documents, onboarding plans, and success artifacts to account profiles in OneCloud where sales, customer success, and support teams collaborate on the same files.

Dynamic customer health scoring

Calculate health scores in People based on product usage, support ticket volume, engagement trends, and manual sentiment inputs from customer-facing teams, surfacing risk and expansion signals.

Role-based data access

Use Teams to control which departments see contract terms, pricing history, or strategic account plans, balancing transparency with appropriate information boundaries.

Partner and reseller management

Track partner relationships, certifications, and referral history in People, then coordinate joint opportunities through Channels without exposing sensitive customer or competitive data.

Success stories

Real outcomes from organizations like yours

See how teams achieve measurable results with Delalify

Enterprise software company reduces time-to-value 40 percent

Context

A B2B SaaS platform serving enterprise customers struggled with onboarding timelines that stretched six months from contract signature to productive use. Sales teams documented customer goals during the sales cycle, but implementation consultants received only basic account details in handoff emails, forcing them to schedule discovery calls that frustrated customers who had already explained their objectives. Customer success managers lacked visibility into implementation progress, resulting in check-in calls where they could not answer customer questions about timelines or blockers.

Implementation

The company deployed Delalify People as the central account system, connecting it to Salesforce for opportunity data while capturing implementation notes, stakeholder maps, and success criteria not stored in the CRM. Sales executives documented technical requirements, integration dependencies, and business outcomes during discovery, creating rich account profiles visible to implementation consultants the moment deals closed. Channels automated onboarding journeys that sent technical documentation, training invitations, and milestone check-ins personalized with details pulled from People, ensuring customers received relevant information at precisely timed intervals. Implementation consultants attached configuration guides, integration scripts, and testing plans to account profiles in OneCloud, creating a project workspace where customers and internal teams collaborated on the same documents.

Results

Average time-to-value decreased from 167 days to 98 days as implementation consultants started projects with complete context and customers received coordinated guidance. Customer satisfaction scores during onboarding improved 34 points because communications felt personalized rather than generic. Implementation consultants reclaimed approximately 20 hours per project previously spent in redundant discovery conversations. Sales cycle velocity increased 15 percent as prospects gained confidence in the structured onboarding process demonstrated through customer references.

Professional services firm increases account expansion revenue 52 percent

Context

A management consulting firm with 200 enterprise clients maintained strong project delivery but struggled to identify expansion opportunities across service lines. Partners who sold initial engagements rarely collaborated with delivery teams who learned about additional needs during projects. When consultants discovered expansion opportunities, they lacked visibility into account history, pricing precedent, or relationship context needed to advance conversations confidently.

Implementation

The firm configured Delalify People to centralize client relationship data from their project management system, CRM, and billing platform, creating unified account profiles enriched with engagement history, buying patterns, and stakeholder maps. Delivery consultants documented client challenges and expansion signals directly in People during projects, tagging opportunities that triggered notifications to account executives through Channels. Account executives reviewed project notes, delivery feedback, and satisfaction scores in People before scheduling expansion discussions, approaching clients with context about current initiatives and demonstrated value. Channels segmented clients by service line adoption and engagement level, sending targeted thought leadership and case studies that positioned adjacent services without requiring manual list management. OneCloud stored proposals, statements of work, and project deliverables attached to client profiles where partners accessed complete engagement history when pricing new work. Delalify Teams enforced access controls that allowed junior consultants to view project details while restricting partner compensation and pricing strategies.

Results

Account expansion revenue increased 52 percent as consultants confidently surfaced opportunities and partners closed deals informed by delivery insights. Cross-sell cycle time decreased 38 percent because account executives approached clients with relevant context instead of generic discovery. Client satisfaction improved 23 points as expansion conversations referenced current projects and demonstrated understanding of client goals. Partners reported 60 percent less time preparing for new business meetings because client histories loaded instantly in People.

Unify revenue, success, and operations around customers

Enterprise teams choose Delalify to eliminate data silos, coordinate account strategies, and deliver consistent customer experiences. Schedule time with our enterprise specialists to explore how People, Channels, OneCloud, and Teams can transform your operations.

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