Prairie Rose Wireless
Fixed wireless moving to fiber · 3,900 subscribers · South-central Saskatchewan · Billing & payments, CRM & customer portal
ARR · term
$66K · 24mo
Owner
Rep C → CSM 2
Context
83% 10/12
Kickoff
pending · 21h left
Why they bought
- QuickBooks invoicing can't handle prorated plan changes, so the owner fixes invoices by hand.
- Starting a fiber build in two towns and needs plan catalog flexibility.
Origin: Funding: provincial connectivity grant (detected by Clay) · Also evaluated: Another ISP billing platform
Stakeholders 1 people
Champion
Brett Lavoie, Owner / GMAlso the economic buyer. Prefers phone over email.
Economic buyer
Brett Lavoie, Owner / GMSame person as champion.
⚠ Missing at close: Technical owner, At least 2 distinct stakeholders. A task was sent to Rep C.
Migration scope
- From
- QuickBooks + generic CRM
- Subscribers
- 3,900
- Integrations
- Accounting export · Canadian sales tax (GST/PST)
- Payments
- Pre-authorized debit (PAD) processor
- Data
- Customer list lives in the CRM; balances live in QuickBooks. These need reconciling before import.
- Go-live
- Day 60
Promised in the sales cycle
- GST/PST handled correctly on the first bill run · First bill run
Risks
MediumNo dedicated technical owner; the owner is doing everything.
HubSpot workflow: CS handoff
- 0mDeal → Closed won (Rep C)
- +1mOnboarding ticket created, owner CSM 2
- +1mCompany + 1 contacts associated, handoff fields copied
- +2mCompleteness 83%: task to Rep C for 2 missing fields
- +2mSlack #cs-handoffs → CSM 2
- pendingKickoff email from CSM 2 (SLA 24h)
Kickoff email from CSM 2
SubjectPrairie Rose Wireless × gaiia: kickoff and next steps
Hi Brett,
I'm CSM 2, your Customer Success Manager. Rep C filled me in on why you chose gaiia: quickBooks invoicing can't handle prorated plan changes, so the owner fixes invoices by hand.
I already have the scope from the sales process (3,900 subscribers, 2 modules, 2 integrations), so you won't need to repeat any of it.
First priority we've committed to: gST/PST handled correctly on the first bill run (First bill run).
Could we hold 45 minutes this week for kickoff? I'll bring a draft project plan working back from day 60.
CSM 2
gaiia Customer Success