Northern Lights Broadband
Electric co-op broadband · 8,400 subscribers · Co-op territory, northern MN · Billing & payments, CRM & customer portal, Ticketing
ARR · term
$141K · 24mo
Owner
Rep B → CSM 2
Context
83% 10/12
Kickoff
✕ kickoff sent in 26h
Why they bought
- Members are billed for electric and broadband separately and want one statement.
- Three tools for billing, tickets and payments; month-end takes the billing team 6 days.
Origin: Inbound demo request; hiring trigger (2 billing roles) found by Clay · Also evaluated: Status quo
Stakeholders 3 people
Champion
Lisa Berg, Member Services ManagerDay-to-day contact.
Economic buyer
Ron Halvorson, General ManagerNeeds board update at 60 days.
Technical owner
Kyle Dahl, IT LeadPart-time on broadband; also supports the electric side.
⚠ Missing at close: Payment processor, Target go-live. A task was sent to Rep B.
Migration scope
- From
- Separate billing, ticketing and payment tools
- Subscribers
- 8,400
- Integrations
- Electric billing system (combined statement) · Payment portal
- Payments
- Not captured
- Data
- Ticket history not required. Member numbers must stay the same.
- Go-live
- Not captured
Promised in the sales cycle
- Combined electric + broadband statement at launch
Risks
HighCombined statement depends on the electric billing vendor's export, which hasn't been scoped yet.
MediumTechnical owner is shared with the electric side and has limited hours.
HubSpot workflow: CS handoff
- 0mDeal → Closed won (Rep B)
- +1mOnboarding ticket created, owner CSM 2
- +1mCompany + 3 contacts associated, handoff fields copied
- +2mCompleteness 83%: task to Rep B for 2 missing fields
- +2mSlack #cs-handoffs → CSM 2
- +26hKickoff email sent by CSM 2
Kickoff email from CSM 2
SubjectNorthern Lights Broadband × gaiia: kickoff and next steps
Hi Lisa,
I'm CSM 2, your Customer Success Manager. Rep B filled me in on why you chose gaiia: members are billed for electric and broadband separately and want one statement.
I already have the scope from the sales process (8,400 subscribers, 3 modules, 2 integrations), so you won't need to repeat any of it.
First priority we've committed to: combined electric + broadband statement at launch.
Could we hold 45 minutes this week for kickoff? I'll bring a draft project plan.
CSM 2
gaiia Customer Success