From implementation to impact: Using data to accelerate time-to-value

In the realm of professional services, the journey from implementation to delivering tangible value is critical. At Propel25, Lisa LaVan, Director of Service Delivery at Firstup, shared her team's transformative approach to redefining success metrics by focusing on Time-to-First-Value (TTFV). This shift not only improved customer outcomes but also streamlined internal processes, setting a new standard for onboarding excellence.

Meet the speaker: Lisa LaVan, Director of Service Delivery, Firstup

Lisa LaVan brings over two decades of experience in project management and service delivery. Her journey from a brief stint as a software engineer at IBM to leading service delivery at Firstup underscores her adaptability and commitment to continuous improvement. With a background that includes coaching high school basketball and raising three daughters, Lisa's leadership style is both empathetic and results-driven. Her personal story adds authenticity to her professional insights, making her session a compelling blend of strategy and storytelling.

Redefining success: From "go-live" to Time-to-First-Value

Traditional implementation success was often marked by vague milestones like "go-live"—a term Lisa candidly challenges. "What does 'go-live' even mean?" she asked. "Turning on a feature? Sending an email? That doesn’t prove impact."

At Firstup, the team replaced ambiguous launch markers with a concrete, data-driven metric: Time-to-First-Value. This meant identifying a point in the customer journey where users tangibly experience the value of the platform. For Firstup, that metric emerged from analyzing years of customer data.

Defining first value through data

Firstup's customers span industries—from manufacturing to healthcare, retail, and government. Despite differences, LaVan's team found common success signals:

• 15% registration rate on the platform
• Two channels launched, such as email and mobile app
• 20% of the intended audience reached

These became the baseline for “first value”—a point that proved early engagement and system utility. "Not one of our customers reaches 100% engagement. But 15% is a strong signal. It’s the springboard," Lisa noted.

By identifying this early win, Firstup could move away from nebulous milestones and align both internal teams and customers on a shared, tangible goal.

Why Time-to-First-Value became the North Star

Lisa made a compelling case for why TTFV should be a priority for every PS and onboarding team:

1. Accelerates customer outcomes

Reducing the time it takes customers to see impact increases satisfaction and decreases churn. One customer was stuck in implementation for a year—far beyond the four-month target. Without value realization, the customer’s ROI diminished, and retention became a risk.

2. Builds trust and momentum

Early wins—like hitting that 15% registration mark—create a psychological flywheel. Customers feel progress. Teams feel confident. “You’ve got to show them it’s working. That’s how you build believers,” Lisa explained.

3. Drives revenue and renewals

Faster time to value accelerates the path to upsells, expansions, and renewals. CFOs care deeply about these metrics. Lisa joked, “Who doesn’t love money?”—highlighting how TTFV connects service delivery directly to ARR outcomes.

4. Aligns internal teams

Focusing on one North Star unified Firstup’s implementation and service delivery teams. It reduced rework, smoothed handoffs, and improved collaboration.

How Firstup operationalized TTFV in implementation

Lisa and her team didn’t just declare a metric—they wove it into the entire onboarding lifecycle.

Co-creating a launch plan from day one

At the kickoff meeting, customers are introduced to the concept of first value. The team co-develops a “first value launch plan” that outlines the journey:

• What the customer wants to achieve long term
• What the TTFV milestone looks like (15% registered, 2 channels, 20% reach)
• How they’ll get there, together

This plan isn’t static—it’s reviewed at midpoints and just before go-live to ensure alignment. "It’s a living document," Lisa said, "refined as we learn more."

Purposeful coaching and benchmarking

Implementation specialists use best practices, benchmarks, and social proof to guide customers:

• “Here’s how another healthcare company hit TTFV in six weeks.”
• “This tactic worked for your peers in manufacturing—try it.”

By positioning themselves as trusted guides—based on 300+ implementations—Firstup’s team earns customer trust early.

Customer-facing visibility

Customers can track their own progress using reports built into the Firstup platform. Lisa shared a real example: one client hit 35% registration by day three of launch. That data isn’t just helpful—it’s motivating.

“We’re not telling them they’ve succeeded. The proof is in their hands,” she emphasized.

Internal wins: standardization, scalability, and automation

While TTFV transformed the customer experience, it also radically improved Firstup’s internal operations.

Standardized playbooks and scalable frameworks

In launching their “Implementation 4.0” process, Lisa’s team created:

• Core playbooks tailored by industry (e.g., healthcare vs. government)
• AI-driven templates that adjust based on customer profile
• Governance frameworks and content strategy templates

This allowed even complex implementations to be delivered with consistency. Teams weren’t reinventing the wheel—they were iterating on proven paths.

Seamless CS handoffs

The refined launch plans—complete with content, governance, and performance tracking—were handed off to Customer Success via Planhat. This ensured continuity and reduced the risk of post-implementation drop-off.

Previously, CS inherited vague project summaries. Now they receive robust, tailored, customer-specific artifacts.

Proactive risk detection through automation

Rocketlane became critical to tracking implementation health. Lisa’s team set up alerts and sanity checks:

• Is the TTFV milestone within reach?
• Are critical deliverables completed?
• Is the project trending off-schedule?

This proactive approach allows PMs to act before issues escalate—especially when juggling 10–15 projects.

The outcomes: what changed for Firstup?

The results were substantial:

• 20% reduction in time to MVP (minimum viable product)
• 25% decrease in time to value
• 12% increase in CSAT
• 10% reduction in hours used vs. budget (important in a fixed-fee model)

By aligning implementation around TTFV, Firstup delivered faster, more efficiently, and with higher customer satisfaction.

Lessons for PS leaders: making TTFV work for your org

Lisa closed with practical questions every PS and onboarding leader should ask:

• What does success look like for your customers?
• What data can you use to define it?
• How will you measure and prove it?
• What does “launched” really mean in your context?

She emphasized the importance of driving urgency: “Your customers paid for this. Don’t let them drag implementation. Help them get to value quickly so they can prove their own impact.”

Final takeaway: lead with authenticity and purpose

Lisa’s session was as much about mindset as metrics. Her parting quote captured her philosophy:

“Live while others merely exist.”

Her encouragement to “get up on stage even when you feel like you’re going to throw up” reminded every attendee that leadership is about courage, conviction, and constant evolution.

Stay tuned for more Propel25 session recaps and insights from PS leaders redefining the future of implementation and onboarding.