Assign company from the Canny interface
A
Adequate Wildebeest
Allow Canny admins to assign an end-user to a company from the Users tab
Created by Jacques Reulet
E
Evergreen Moose
We would also very much like this ability. Not all of our points of contacts are end users. We are in the higher education space and we sell to admins, but our end users are faculty and students and much of the feedback is funneled back up through the admin. The admin may not even have an account in our product.
Our typical workflow is for CS to have regular calls with the admin where the admin provides feedback. Right now if CS opens Canny to record that feedback the best they can do is create a bare user that's not associated with any company, making segmentation features pretty useless for us unless we were to build out some sort of custom tool for our CS team using the Canny SDK.
What we would like is to be able to create a new user in the UI, where we could also associate a company and set any custom fields we might want on the user or the company.
N
Normal Sailfish
This is a must have for B2B! Customer Segmentation in canny drives me crazy at the moment
Sarah Hum
Normal Sailfish: Is there a particular reason why you can't set up the Canny SDK? It would mean that your users don't even need to sign up for Canny in the first place. We'd use their existing info from their account in your product and assign the company. You also wouldn't need to manually review and assign this information yourself. Most of our customers leverage the SDK to do this.
N
Normal Sailfish
Sarah Hum There is nothing wrong with the SDK. Our users login directly with canny and create requests sometimes even with a different email address then available in our product.
Is there a particular reason you cant provide the option to assign a company to a user? It is really annoying
Sarah Hum
Normal Sailfish: The main reason we don't offer this is because we don't think Canny should be the source of truth for customer data. You have this information elsewhere and it's really powerful to have it sync in vs. having to update things in Canny manually and potentially going out of date.
I would highly recommend setting up SSO redirect so that your users must be logged in on your platform to give feedback. That way, we automatically have customer information. You can also send in other fields like MRR, NPS score, etc. with the SDK which is great for segmentation.
N
Normal Sailfish
Sarah Hum We store customer data in other systems but linking the information is critical. By forcing users to do something they are not comfortable doing we will only loose out on feedback.
Time for us to reconsider canny which is really sad because our users and team actually like it
Sarah Hum
Normal Sailfish: 100% agree linking the information is crucial. That's why we highly recommend an automated method of connecting data so it will always be up to date across your systems.
Can you elaborate on "By forcing users to do something they are not comfortable doing we will only loose out on feedback."? What are they uncomfortable with?
N
Normal Sailfish
Sarah Hum Would you be up for a session? One would need some context to understand the situation
Sarah Hum
Normal Sailfish Sure thing! Feel free to grab time that works for you on my calendar
Sarah Hum
Normal Sailfish checking in here as I don't see anything booked on my calendar!
Sarah Hum
Hello Adequate Wildebeest! Following up on this:
- Could you please elaborate on the specific use-cases where you would need to assign an end-user to a company?
- What kind of information would you like to see or input when assigning an end-user to a company?
- How often do you anticipate needing to assign end-users to companies?
A
Adequate Wildebeest
Sarah Hum:
Could you please elaborate on the specific use-cases where you would need to assign an end-user to a company?
We currently segment our user-contributed feature requests by company to capture
all feature requests by a specific company
. This is critical
information for our sales, engagement, and support teams during customer calls and QBRs. Currently, when a user creates an account in Canny, all they need to provide is a name and email address (which is great BTW - very low barrier to entry).If Canny is going to be our
stand-alone feature request platform
(and not rely on additional customer information from other 3rd party platforms), then we need to be able to periodically review our user base and from their email domain, assign them to a company in the Canny UI (or create a new company to associate them with in the Canny UI).What kind of information would you like to see or input when assigning an end-user to a company?
When editing a user, we just want to see the full list of company names available and be able to choose one or more from the list (multi-select). If there is no match, then the ability to create a new company and associate that with the user.
How often do you anticipate needing to assign end-users to companies?
That is ultimately going to be based on the adoption of Canny by our external and internal user bases. If the platform is difficult to use (either from the user perspective or for our internal processes such as sales, engagement, and support) then I would say "Not that often" because Canny would be unwieldy to use. If we continue to see rapid adoption of Canny in our day-to-day processes then I would anticipate reviewing and assigning end-users to companies once per week.
Sarah Hum
Adequate Wildebeest: Is there a particular reason why you can't set up the Canny SDK? It would mean that your users don't even need to sign up for Canny in the first place. We'd use their existing info from their account in your product and assign the company. You also wouldn't need to manually review and assign this information yourself. Most of our customers leverage the SDK to do this.
A
Adequate Wildebeest
Sarah Hum: Our product is deployed by in our customers own cloud environments for security reasons - it's not just a standalone SaaS.
Sarah Hum
Adequate Wildebeest: Gotcha, does this information live anywhere else? Like HubSpot/Salesforce?
A
Adequate Wildebeest
Sarah Hum It lives in HubSpot, but that is a paid upgrade/integration with Canny and is not cheap.