Scaling customer experience to 3,000+ properties

As HelloSpoke grew, I helped turn a scrappy onboarding process into a scalable customer experience system — with better training, clearer handoffs, and the support structure customers needed to actually adopt the product.

The Challenge

We were starting from scratch.

There was nothing.

There were customers to set up, people to train, questions to answer, and billing to get moving — but no real playbook for how it should all work.

In the beginning, that meant a lot of figuring it out as we went. I was involved with the earliest customers, testing templates, forms, handoffs, setup processes, communication rhythms, and training approaches in real time. As the company grew, it became clear that hustle alone was not going to cut it. We needed a better system — one that could scale without turning the customer experience into a mess.

The Idea

Build the system while doing the work.

I helped create the structure behind onboarding from the ground up: the workflows, internal processes, communication templates, setup steps, handoffs between teams, training strategy, tracking systems, and support resources that helped customers go from kickoff to confident adoption.

A big part of the work was iteration. We tried group trainings. Not great. We tried video trainings. Helpful, but not reliable enough on their own. In the end, individual property training worked best, even though it was more complex to coordinate. So I built around what actually worked, not what looked the cleanest on paper.

As things grew, I created automations in ClickUp to support communication and task management, used Calendly to organize training, kept Salesforce as the source of truth, and relied on Teams to keep everyone aligned behind the scenes. I also implemented in-product chat through Zendesk because most questions were quick and easier to answer in the moment than through a ticket queue. On top of that, I built out a resource center with help articles and videos so customers had support in more than one format.



We also tailored communication and support by audience, because maintenance teams, property managers, regional managers, and management company leaders all used the platform differently and needed different things from it.

The Result

What started as a very manual, very scrappy process turned into a scalable customer experience system that supported more than 3,000 properties.

What began as “just me, trying to keep things moving” eventually grew into a broader team that included two project managers, a customer success manager, a dedicated customer service person, and five freelance trainers. Customers had a clearer path through onboarding, better access to help, and more tailored support along the way. Internally, we had better visibility, stronger handoffs, and a more repeatable way to guide customers from setup to success.



This work also shaped the experience beyond onboarding. I helped build the support structure around the product too — from chat and self-serve resources to trainings, videos, and even recognition programs that celebrated the maintenance teams using the platform every day.