Given that the Process Street team is completed distributed, they need easy access to information. Team members need to know what others are working on, the status of projects, and where to go for more detail. With employees in different time zones, people can’t simply ping a co-worker for answers; info must be documented and available at all times.
As one might imagine, process is a cornerstone of their commitment to good knowledge management. They leverage business processes to identify what needs to be documented and how. The folks at Process Street know that teams who use systematic processes have a 3x higher success rate on their projects than those who don’t. Andrew Miller, Director of Digital Marketing, comments:
“We love processes and checklists. Every recurring task that our team undertakes has been documented and is being used inside our tool. This helps us reduce human error and make sure team members know exactly what needs to be done.”
Whether it’s a sales process, a customer support workflow, or a marketing campaign, the Process Street team seeks to systematize their work. Good knowledge management allows them to move fast, onboard new people quickly, and delight their customers.
The Pain Points
Like many growing teams, Process Street has grown increasingly specialized. They’ve gone from a handful of people to a few dozen team members. As people become more focused on their functional areas, communication grows harder between teams. Andrew notes that people didn’t always know how to navigate the checklists used by other teams:
“Some of our checklists were siloed. If someone from another department jumped in to use them, they didn’t fully understand how they might be connected to other checklists or tools. We use a lot of Zapier integrations to help automate manual processes.”
With everyone using different tools and workflows, Process Street lacked a single hub for information. They needed a place to store in-depth information about how various processes worked. With a knowledge management system, people would know where to turn for a single source of truth.
Process Street uses Tettra to track information and facilitate collaboration between teams. They use Tettra as the hub for all the processes they use. Andrew shares an example from the marketing team’s sprint management process:
‘We have a pre-sprint checklist, the actual sprint checklist, and the retrospective checklist. We created a document inside Tettra that goes over each of the steps and where to find all of the checklists. Having a centralized knowledge base has allowed us to continue to improve our team efficiency, create more internal transparency, as well as reduce new team member onboarding training time.”
They also use Tettra’s Zapier integration with the Process Street product to automate work. Vinay Patankar, CEO of Process Street, explains that the sales team relies on a workflow every time they close a new deal. Important information like deal size or pricing information gets passed from their CRM into Tettra. The workflow triggers a new Tettra page, and it also pushes info into Slack. This last step makes it easier to celebrate the wins together. As Vinay mentions:
“This workflow posts a celebratory message in Slack, so that the whole team can celebrate the deal. It also gives everyone insight into what the deal was about, the deal size, and the use case for that team.”
This commitment to knowledge management will help Process Street continue to grow and thrive. By automating common workflows and reducing the time people spend hunting for info, they free up their time for deeper work. Process Street serves as a shining example of how to use systematic thinking to accomplish more and punch above one’s weight as a high-performance team.