Sherpa Case Study

Optimising a SaaS business and setting them up for hypergrowth.

Customer

Yarado

About Yarado
Yarado is in the business of softwarerobots to enable Robotic Process Automation (RPA).  They are on a mission of changing the future of work, by letting their software solution taking care of manual, repetitive and time-consuming tasks involved in every business’ operations. Hundreds of Yarado robots are already helping accounting firms, technology companies, universities, and many other organisations to automate their processes and accelerate their digital transformation and growth.
“We live and breathe automation. With the help of Sherpa, we have been able to grow our monthly recurring revenue by 70% every year.”
1

Data at the core of our business and the decisions we make

From the leads we approach to our MRR, churn, cash position and support times, we needed the ability to access insights on these KPI’s in real-time to ensure we know where we are, and what decision to make to influence outcomes. With Sherpa, we built the integration and data flow to provide access to these insights in real-time through a single dashboard. This not only helps us to have a clear view of where our business is but also and more importantly, make better decisions based on data.
key highlights
A single source of truth with real-time insights tracking KPI's and goals.
Read more
For Yarado, we have created a single cockpit to run their business off. We have combined financial data from Exact Online, support and ticket data from Zendesk, and license and usage information from the Yarado client, into a single overview.
technology used
Exact Online
Zendesk
2

Focus on easy-to-scale automated operations

We always knew we had to practice what we were preaching. So that meant integrating and automating as many processes as possible. But with limited development resources and a  clear focus on our main product, we needed some help from Sherpa to automate these sales, onboarding and notification processes. Allowing us to reduce human errors and letting our teams focus on the work they enjoy, and that delivers the most value.
key highlights
Set up integrated and automated sales outreach campaigns, directly integrated with webinar tooling and CRM pipelines.
Read more
By integrating Hubsell, a sales automation tool, directly into an optimised pipeline in Pipedrive CRM, Yarado has a seamless transition from lead to opportunity. We’re currently in the process of adding webinars to this track as well.
technology used
Hubsell
Pipedrive CRM
Centralised notifications (Teams) for the entire team on sales orders and signed quotes.
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All essential information from the sales and finance flows are pushed to Teams as rich message cards. This allows us to share more information and add additional controls, such as buttons for follow-up actions, directly into the notifications.
technology used
Microsoft Teams
3

Customers should always enjoy a seamless experience

To make the most of our technology and resources as possible, we’ve set up a sales automation process capable of generating leads which can automatically start trial robot accounts for interested customers. Everything is handled digitally, from outreach to onboarding and contract signing, so it’s both a smooth journey for our customers, but also involves minimal effort for our sales engine.
key highlights
Set up automated trial campaign, including the automated deployment of trial accounts for new users.
Read more
We used Zapier to link Yarado’s easy access campaign landing page to a database with login credentials for the Yarado trial instances. After enriching the data from the landing page and pushing them to Pipedrive CRM, we looped in a Mailchimp track to deliver a personalised email including login credentials and follow-up emails with useful tips and tricks around using Yarado.
technology used
Zapier
Pipedrive CRM
Mailchimp
4

Support is essential for success. Under-promise, over-deliver

For any technology company, timely support is obviously of significant importance to the success of any customer. To ensure a smooth support operation and get as much support requests fixed the first time a customer has contact, we have fully automated and integrated support within our application. This means that the application sends logs and the necessary information to a centralised system, which then assigns tickets to the right person.
key highlights
Response times are much faster than the default 24 hours we give as a guideline.
Read more
We setup Zendesk as a ticketing system and linked this to Yarado’s in app contact function. By adding distinct categories (bug, idea, support) and priorities to the form that triggered the tickets, we were able to maximise Zendesk’s ticket sorting system. By optimising these flows, we greatly improved first-time right support. Additionally, we made sure that all new and unassigned tickets we’re shared in a Teams notification too, ensuring even faster response.
technology used
Zendesk
Microsoft Teams
First-time Right support using rule-based automation.
5

Everything is
about MRR

The finance function is critical in every business to help build sustainable growth. Not only do we need to have a smooth internal process, but also ensure any outside complexities are cared for as smoothly as possible. We’ve automated the entire process from signed quote to cash. Our subscriptions are transferred into bookkeeping for automated invoicing and reporting.
key highlights
Decrease in overhead by automating financial processes.
Read more
In addition to optimising the sales track, we have also greatly improved the finance track. By syncing the products in the Exact Online bookkeeping with those in Pipedrive, we can populate Pipedrive deals with the right products/SKUs and convert those deals to digitally signable quotes in PandaDoc with one click. Upon completion of the quote, a sales orders, subscriptions or invoices is automatically created in the bookkeeping, making sure nothing slips through the cracks.
technology used
Exact Online
PandaDoc
YoY MRR Growth
6

Prioritise development power

As a software house, we have the development power to automate everything ourselves, just not always the resources available, the organisational or subject expertise available or the access to the latest technologies and best practises. Sherpa has been instrumental in helping us out, making sure we’ve got everything ready for our growth journey ahead.
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