Projectworks gained sales visibility and scaled onboarding capacity with Arrows

Why they needed Arrows

Growing pains threatened consistency across sales and customer success

As Project Works scaled rapidly, both their sales and customer success teams hit breaking points that threatened their ability to deliver consistent experiences.

Sales struggled with fragmented follow-ups. After sales calls, reps sent long, confusing emails with separate links and attachments scattered across multiple touchpoints. "Previously they might choose to click on one or two links," Dominique explains. "Now they have one link and all the information is there."

No visibility into deal engagement. When deals involved multiple stakeholders, sales leaders had no way to tell if information was reaching everyone or what prospects were actually reviewing. Critical intelligence about deal health was invisible.

Inconsistent sales experience as the team grew. With new reps joining across APAC, America, and the UK, maintaining a consistent product presentation became difficult. Each rep handled follow-ups differently, creating varying experiences for prospects.

Customer success buried in inbox chaos. The CS team managed 40 concurrent customer onboardings through email. "A lot of the time spent managing the onboarding was in your inbox trying to work out who's replied, who hasn't, setting up meetings," says Zabe, who leads customer success.

Daily meetings just to track progress. Without a centralized system, the team held daily standup meetings simply to understand where each customer stood in their onboarding journey.

Why they chose Arrows

HubSpot integration and immediate value drove the decision

Projectworks discovered Arrows through a webinar and completed their trial in just one day. The decision came down to two factors.

The HubSpot integration was non-negotiable. "Without that, the tool would have been a harder sell into the business," Zabe explains. "We live and breathe with HubSpot." The tight integration means Arrows data feeds directly into their organizational reporting, and onboarding plans can be automatically created when deals close.

They saw value immediately. "We completed our trial in a day really," says Zabe. "We knew at that point this was a product for us." The team could immediately see how Arrows would eliminate process friction for both sales and customer success.

Sales rooms brought clarity and stakeholder visibility

The sales team now creates Arrows rooms after every call, pulling from standard templates that ensure consistency while allowing customization for specific integrations or customer requirements.

One link replaced fragmented follow-ups. Instead of long emails with multiple attachments, reps send a single Arrows room link with all information flowing in the order prospects should see it. Resources are organized in reusable blocks, making it easy for reps to find the most current materials.

Real-time stakeholder tracking became possible. Sales leaders can now see exactly how many people from a prospect's company have opened the room, how long they spent reviewing content, and what they interacted with. "When I look in and see that it's been opened by multiple stakeholders, that's just information I couldn't see across the deal before," says Dominique.

HubSpot integration provides automatic suggestions. When Dominique opens a deal in HubSpot two days after sending a room, Arrows often suggests relevant content based on email conversations—like adding information about a specific integration the prospect mentioned.

Onboarding plans eliminated coordination chaos

The CS team migrated their established onboarding process into Arrows templates, creating different versions for customers migrating from various systems.

Inbox chaos became structured workflows. The team moved from managing onboardings through scattered emails to centralized plans that both the team and customers can reference. "It does give a bit more insight into what information has been shared," Zabe notes about reviewing sales rooms before onboarding begins.

Automated workflows replaced manual follow-ups. Tasks, reminders, and status updates that previously required manual coordination now happen automatically through the platform.

Results

Sales gained predictive insights while CS scaled capacity

Sales team uses engagement data to prioritize deals. "I can see a huge predictor to close on how much that Arrows room is being interacted with," says Dominique. She now looks at room activity—especially multi-stakeholder engagement—as one of the first indicators when evaluating deal health.

Customer success handles more onboardings without hiring. "We are able to onboard more customers at the same time than we could before," Zabe states definitively. The team cut coordination meetings from daily standups to twice weekly because they can more easily see where customers stand across all active onboardings.

Customer feedback collection improved dramatically. About half of completed onboardings now include survey responses—a significant improvement from their previous struggle to collect feedback despite strong customer relationships.

Consistent experience across growing global team. As Projectworks continues scaling their sales team, Arrows ensures every prospect receives a similar level of information and polish, regardless of which rep they work with.

"If you're using HubSpot in your organization and you're onboarding customers, Arrows is what you should be using. It just plays with HubSpot really well." Zabe Orchard, Customer Success Team Lead at Projectworks

Arrows freed up time for both teams to focus on what matters

For both teams, Arrows eliminated the administrative friction that prevented them from doing their best work.

Sales reps spend less time hunting for resources and more time personalizing content for prospects. Customer success specialists can focus on strategic guidance rather than coordination logistics.

"The HubSpot integration was really critical for us," notes Zabe. With all data flowing into their organizational reporting and onboarding plans automatically created when deals close, the team has the foundation to continue scaling efficiently.

Projectworks now has visibility into their sales process and the capacity to grow their customer base without proportionally increasing their teams.