ArcSite Enterprise Platform

The largest ArcSite customers had outgrown the platform's SMB foundations. Companies that started with a dozen users had scaled to hundreds. Many operated as franchise or private equity brands managing multiple locations across a single organization. There was no central place to manage users, product catalogs, or view rolled-up reporting across branches. Every admin task required CSM involvement, and the lack of cross-company visibility created distrust in the data.

CS and Sales teams surfaced that the largest customers were at a breaking point. Hosted dozens of user feedback sessions to collect pain points directly from admins and business owners. Identified that the core gap was a missing enterprise control layer, not a set of individual feature requests.

• Account provisioning at scale required frequent CSM support, creating a bottleneck for customers and the internal team
• Managing product catalogs across an org required tedious manual duplication and repeated CSM intervention
• No rolled-up reporting across branches meant enterprise admins had no reliable view of overall business performance
• Lack of trust in backend reports reduced confidence in ArcSite as a long-term enterprise tool

Give enterprise and multi-location organizations the control layer they need to manage ArcSite at scale, without requiring CSM support for routine operations. Position ArcSite as a viable platform for franchise networks and PE portfolio brands, not just individual contractors.

Delivered the platform in three phases across three quarters:

• Phase 1 User Management: Gave enterprise admins the ability to provision and manage users at scale without CSM support

• Phase 2 Product Catalog Management: Enabled centralized and distributed catalog models across an org, eliminating manual duplication

• Phase 3 Reporting Dashboard: Delivered rolled-up cross-company visibility for corporate admins for the first time

• Created an architecture diagram mapping the information model across user, company, and enterprise objects
• Created a product library architecture diagram mapping centralized and distributed product catalog models, establishing the data foundation before any UI work began

• Partnered with the lead designer to build click-through prototypes at each phase
• Met with key enterprise admins to validate approach and refine before moving to development
• Used feedback loops across three delivery quarters to adjust scope and prioritization based on real admin input

Launched a dedicated subdomain platform for corporate admins with four core areas:

• Reporting dashboard with rolled-up metrics across branches
• User management
• Company management
• Product library management

• Retained $1M+ in ARR and drove seat expansion across enterprise accounts
• Improved adoption in end user segments across managed organizations
• Reduced CSM support engagements by removing friction from routine admin tasks