Connector Platform 0-1-n
Problem
Prolonged implementation time led to churn and low user adoption. Complex integrations were the primary cause of delays. Balto also needed to improve time to value, and the efficiency of revenue operations to position for future fundraises.
Approach
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Leverage senior engineering talent to determine the scope of building a Connector platform with access to the appropriate parts of Balto's architecture including design, launch and iteration (0-1-n).
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Convince Balto's C-Suite of the need for investment with statistics and the projected impact of the project.
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Dual-track agile tactics (discovery cycle -> development cycles) define a backlog and schedule the appropriate resources across departments as development begins.
Execution
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Noah's first-hand experience as Director of Implementation allowed him to provide many functional requirements upfront and quickly unblock discovery and testing.
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Outstanding engineering talent created a framework including a single-tenant database and dockerized containers capable of automatically building telephony integrations of varied schema that maintain webhook subscriptions or web-socket connections to user-state APIs across the diverse softphone systems used by Balto's customers.
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Collaborated with product design to create a simple internal web app allowing Implementation Managers to set up integrations quickly and lay the foundation for a possible customer-facing interface.
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The platform includes extensive logging capabilities that offer a standardized set of metrics pushed from Redis into Datadog for monitoring health, troubleshooting, and the support team.
Results
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Connectors have reduced integration time by 680% for the integrations comprising $3.03mm committed ARR, including 67% of the entire CcaaS market (according to Gartner).
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Implementation CSAT scores improved by 21% for Connector implementations.
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The team has iteratively added 15 integration schemas, 84 production instances, and dozens of integration-specific features to date.