DocSolid is a software and services company serving the legal market. With a lean team and a long customer lifecycle, they needed a CRM that could do more than store names and notes—they needed a true system of record for customers, renewals, and the operational handoffs that keep revenue moving.
As Vice President of Customer Experience, David Guilbault owns “everything customer-facing”—and uses Nutshell as DocSolid’s source of truth for both customer lifecycle management and the internal workflows that support it.
“We rely on some source of the truth when it comes to listing our customers and our prospects. So, Nutshell does that for us.”
— David Guilbault, VP of Customer Experience, DocSolid
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DocSolid’s business depends on renewals, billing accuracy, and cross-team visibility.
Traditionally, their customers bought software licenses and paid annually for support. That meant every account had critical details that needed to be tracked and acted on—coverage periods, what’s included, what was paid, and when renewal conversations should start. And because DocSolid is a small company, financial data lived with a small group inside QuickBooks—leaving everyone else to either interrupt the finance manager (again) or operate with incomplete information.
Meanwhile, the teams responsible for customer delivery (customer engineers and consultants) needed clear, consistent cues about what happens next—without reinventing the process for every account.
DocSolid uses Nutshell to connect customer operations, renewals, and go-to-market activity in one platform—so the whole team can work from the same record of truth.
“Nutshell is in a way… acts as our ERP.”
— David Guilbault, VP of Customer Experience, DocSolid
DocSolid uses Leads to manage annual support renewals—creating a lead that lasts a full year and then triggers a renewal at the end of the cycle. That lead becomes the container for the details that matter:
Because Leads include stages, David can also coordinate the internal work required for a successful renewal by assigning tasks as the lead progresses:
This turns renewals into a workflow—so nothing gets missed, even as responsibilities shift across roles.
DocSolid uses Company records to document what each customer has—down to the features included in their system. That way, teams aren’t guessing (or searching across tools) when a customer asks a question, requests an update, or needs support tied to what they actually own.
Instead of forcing everyone into financial software—or constant internal “did they pay?” messages—DocSolid uses Nutshell to reflect invoicing and payment status so anyone can self-serve the answer.
“We use Nutshell to reflect the fact that we invoice somebody and they paid. So, anybody can look that up. They don’t need to have access to QuickBooks or bother the finance manager or anything like that.”
— David Guilbault, VP of Customer Experience, DocSolid
This reduces interruptions, keeps teams aligned, and creates a clear handoff between customer-facing work and finance execution.
Some of DocSolid’s larger customers require a purchase order before they’ll pay an invoice—even for recurring renewals. David uses Nutshell’s Quotes to request that PO quickly, without pulling the finance team into the earliest step of the process. Once the PO is secured, DocSolid can continue its standard invoicing process in QuickBooks with fewer delays.
DocSolid’s marketing team uses Nutshell to keep lead generation connected to the pipeline, including:
Even in a mature market where engagement can be harder to earn, keeping segmentation and outreach tied directly to CRM data helps DocSolid stay targeted and organized.
David called out the flexibility of Nutshell’s newer layout and the value of tools like Timeline, which help teams understand the customer story without digging.
He also shared a real example of how Nutshell support responded to workflow-critical feedback: after a layout change, product SKUs became harder to see—an issue because DocSolid’s finance manager uses SKUs to enter invoices correctly in QuickBooks. David raised the issue through the in-app help widget, and the SKU display was restored soon after—getting DocSolid’s invoicing handoff back to “easy and obvious.”
With Nutshell as the hub, DocSolid has built repeatable, cross-functional processes around customer retention and billing—without the overhead of enterprise systems.
By centralizing invoice-and-payment visibility in Nutshell, fewer people need to ask finance for updates—and fewer updates get lost in Slack/Teams messages or hallway conversations.
DocSolid uses Leads as a year-long “container” for renewals, allowing David to coordinate engineers, consultants, and finance with task-based handoffs and a consistent rhythm.
Customer details, product/feature context, renewal timelines, and customer-facing workflows live in one place—so teams can act confidently without hunting through tools.
David’s team has used CRMs at both ends of the spectrum (including Salesforce). For DocSolid, Nutshell hits the sweet spot: powerful enough to run operations, approachable enough for a small team to actually use—and actively improved based on customer feedback.
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