A customer can sign, finish setup, and still leave the product on the side of their week. The champion uses it. The rest of the team returns to the old workflow. A pilot that looked ready stays a pilot, because production needs a date, an owner, and proof that people are in the product. When usage drops, your team hears about it after the customer has already had a bad stretch.
This guide covers four parts of that work. Each part describes the problem, and then describes how you handle it in Quivly.
Move pilots into production and get customers to first value
A pilot shows that the product can work for one team. Production is when that team depends on it for daily work. The gap is usually a set of open setup tasks, a missing owner, and no shared date for the first result the customer cares about. The champion keeps the pilot moving. The broader team is still waiting. Your onboarding owner hears that things are close, and there is no milestone that marks first value.
In Quivly, you keep this on the onboarding project for the account. The project holds the remaining setup tasks, the owner for each one, and the milestone for first value. Usage sits on the account record, so you can see whether people are in the product while those tasks are still open. When the milestone stops moving, Quivly reads the project and the usage and shows you where time-to-value is stuck. You assign that blocker to an owner. The customer reaches first value when the milestone closes and the usage shows the team is in the product.
Expand adoption beyond the champion
The champion knows the product. Other people have logins or seats and do not have a reason to open them this week. Your customer success manager usually hears this in a meeting, while the champion is still carrying the rollout. New users do not get a next step, so the product stays optional for them.
On the account record, you can see who is active and who is not, next to the contacts on the account. You can see the champion and the users around them. When usage sits with one person, that pattern is on the account. An agent can nudge the inactive users. The Actions Feed drafts the note, and your team reviews it before it goes out. You add a task on the project for each team that still needs to start, with an owner and a date. Each new group has assigned work, and inactive users get a follow-up your team has already read.
Help customers use the capabilities they purchased
Customers buy a scope and then settle into one workflow. The rest of what they purchased is easy to miss, because the team is busy with the part that already works. At renewal, the conversation is about a product the customer only partly knows. Your team has to rebuild what was sold from the contract, the calls, and an old slide.
In Quivly, the sold scope and the live usage sit on the same account. You can ask Ask Quivly which capabilities the customer bought and which ones show up in usage. Quivly answers from the CRM, the calls, and the product data on the account, and you can open the source behind the answer. You turn each unused capability into a task on the project, with an owner and the reason this customer would use it. The Actions Feed drafts the note that walks them to that capability. Your team reviews it and sends it. The customer gets a next step for something they already purchased.
Investigate usage drops and coordinate recovery
Usage falls, and the first version of the story is often a guess in a meeting. Someone pulls a chart, reads the last tickets, and tries to remember the last call. By the time the team agrees on a cause, the customer has already worked around the product for a week. The recovery then lives in a few side conversations, and it is unclear who owns the customer note and who owns the fix.
A usage drop shows on the account and in the health score. Quivly explains what moved, using the usage, the support activity, and the recent calls. You open the account and see the drop next to the open work. The Actions Feed ranks a recovery step and drafts the email or Slack message from that signal. You put the recovery on the project and name an owner for the customer conversation and an owner for the technical fix. Both owners work from the same account, and your team sends the note after review.
What you end up with
The product becomes part of the customer’s week when three things are visible on the account. You can see the path from pilot to first value, you can see who besides the champion is active, and you can see a drop while there is still time to respond. Quivly keeps usage, tasks, and the follow-up on that account. Your team reviews what goes to the customer, and the customer has a named next step.
You can find the other guides in this set on the Guide to Post-Sales page.
