Rochester Hills

The Problem

Financial Engagement was a new product. We had launched sites before, but there wasn't yet a clear playbook for what a successful implementation looked like.

The challenge wasn't simply launching another customer. It was figuring out what success should look like.

The Context

Rochester Hills became much more than an implementation.

The team was deeply engaged, willing to experiment, and committed to making the experience genuinely useful for residents.

That created an opportunity to learn together.

Instead of treating implementation as a checklist, we treated it as an ongoing product conversation.

What We Built Together

Over the course of the project we iterated on nearly every part of the experience.

We refined messaging, experimented with new ways to present financial information, tested resident engagement strategies, improved onboarding, and continuously fed customer feedback back into Product.

Many of the ideas, templates, and processes that emerged from Rochester Hills became part of how future Financial Engagement implementations would be delivered.

The implementation became the playbook.

Outcome

Rochester Hills became one of our flagship Financial Engagement customers.

The project evolved into webinars, customer stories, internal best practices, and a stronger implementation methodology for future customers.

The work also helped strengthen relationships across the organization, including executive leadership and city leadership, and demonstrated what was possible when Customer Success, Product, and customers worked as one team.