How Nova Credit automated renewals, modernized their financials, implemented support ticketing, and thrived despite internal transition
Context
Nova Credit, a credit infrastructure and analytics firm, enables businesses worldwide to expand responsibly by utilizing alternative credit data.
RevVise was trusted to come on board during a time when Nova faced operational challenges with the departure of their sole Revenue Operations Manager and the onboarding of a new C-Suite revenue executive.
The Challenge
Nova's new Chief Customer Officer (CCO) aimed to level up the post-sales organization by strengthening Account Management's commercial function and doubling down on systematized processes to streamline and track critical customer interactions.
Nova's primary challenge was a rudimentary Salesforce environment that couldn’t keep up with the rapid pace of GTM motions across a myriad of functions.
This prevented Nova's leadership team from making accurate land-and-expand forecasts, tracking rep activities, and managing escalations.
Our Solution
RevVise's RevOps team developed a bespoke solution for Nova Credit:
- Automated renewals: RevVise streamlined the renewal process to inherit financials, terms, and product suite from the previous opportunity, including connectivity between the renewal and the parent to improve data connectivity between custom opportunities.
- B2B ticketing infrastructure: The RevVise team automated an email-to-case workflow that leveraged a bespoke ‘Root Cause’ feature that used keywords within the subject and email body to define the type of ticket. RevVise built a customized matrix that determined the SLA and routed tickets to the right support personnel based on the customer's product suite and ticket root cause.
- Finance overhaul: To support a consumption-style business, RevVise enabled both sales and accounts to clearly articulate the financials associated with their deals by implementing a mix of one-time fees, draw down prepayments, and on-demand projections to more holistically showcase relevant financials on each opportunity.
- New hire grooming: RevVise facilitated the onboarding of a new RevOps Manager by creating detailed documentation and architecture diagrams of the Nova Salesforce environment:
- End-to-end system architecture diagram
- BRDs for all major releases
- User guides for daily operations
Solution
RevVise's RevOps team developed a bespoke solution for Nova Credit:
- Automated renewals: RevVise streamlined the renewal process to inherit financials, terms, and product suite from the previous opportunity, including connectivity between the renewal and the parent to improve data connectivity between custom opportunities.
- B2B ticketing infrastructure: The RevVise team automated an email-to-case workflow that leveraged a bespoke ‘Root Cause’ feature that used keywords within the subject and email body to define the type of ticket. RevVise built a customized matrix that determined the SLA and routed tickets to the right support personnel based on the customer's product suite and ticket root cause.
- Finance overhaul: To support a consumption-style business, RevVise enabled both sales and accounts to clearly articulate the financials associated with their deals by implementing a mix of one-time fees, draw down prepayments, and on-demand projections to more holistically showcase relevant financials on each opportunity.
- New hire grooming: RevVise facilitated the onboarding of a new RevOps Manager by creating detailed documentation and architecture diagrams of the Nova Salesforce environment:
- End-to-end system architecture diagram
- BRDs for all major releases
- User guides for daily operations
Outcomes Achieved
RevVise's solutions led to significant improvements for Nova Credit:
- Real-time support: Their ticketing system evolved from an offline relationship-based support system to a digitally native system with SLA tracking, escalation triage, and resolution insights.
- Enhanced visibility and reporting: Leveraging the new financials, they can now highlight trends and insights in a dynamic forecast thanks to the Pipeline Inspection that was implemented.
"Working with RevVise was a game-changer for our sales operations,” says MacLaughlin. “Their team took the time to understand our complex needs and built a solution that not only met our current requirements but positioned us for future growth. The collaborative approach and their expertise made the transition smooth and incredibly valuable for Nucleus. They have been a great long term partner of several years"
The Nova partnership demonstrates RevVise's expertise in developing best-in-class revenue operations foundations, whether collaborating with in-house teams or acting as a fractional extension of the customer.
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