Case Study: Merge builds a seamless Sales-to-CS handoff with Dock

Merge boosts POC engagement in 20 minutes with Dock

Merge, a provider of agentic tools and customer-facing integrations for large enterprises, faced a fragmented process for managing complex proof-of-concept (POC) evaluations and customer onboarding. Their challenge was a lack of a central source of truth, leading to messy handoffs between sales and customer success and no visibility into stakeholder engagement. This complexity was heightened by their need to coordinate with multiple technical and strategic teams throughout the customer lifecycle.

By implementing Dock, Merge established a structured solution using dedicated POC and onboarding workspaces. Dock provided a single platform to manage the entire process, ensuring a seamless handoff from sales to customer success and giving all stakeholders visibility into progress. The results included prospects engaging with materials faster, customer success managers spending less time on live trainings, and leadership gaining unprecedented visibility into implementation status, all contributing to a more scalable and accountable process.

Merge