{"id":2238,"date":"2018-10-16T16:08:00","date_gmt":"2023-10-18T16:08:06","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=2238"},"modified":"2023-10-18T17:35:42","modified_gmt":"2023-10-18T17:35:42","slug":"5-questions-versature","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/5-questions-versature\/","title":{"rendered":"5 Questions With . . . Versature"},"content":{"rendered":"\n<p>It\u2019s been named one of Canada\u2019s fastest-growing firms and it was recently acquired by net2phone, but there\u2019s one bit of news about <a href=\"http:\/\/versature.com\">Versature<\/a> that might be even more impressive to other small and medium-sized businesses: a customer retention rate of 102%.<\/p>\n<p>Originally founded in 2003, Versature offers voice-over-IP (VoIP) services to Canadian businesses after being spun out of an IT company. Its cloud-based offering goes well beyond a traditional desktop service for making phone calls, however. Versature offers click-to-dial applications, call analytics and much more that help make its clients more efficient and productive.<\/p>\n<p>That kind of success made Versature the perfect candidate to kick off a series of posts we\u2019re running as part of Small Business Month this October. We spoke by phone with Anastasia Valentine, Versature\u2019s CMO, to get a better sense of how the company\u2019s best practices could be applied to other growing Canadian firms.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/versature-image-2.jpg?strip=all&#038;quality=95\"><\/img><\/p>\n<h2>1. How do You Define Your Company\u2019s Purpose or Mission?<\/h2>\n<p>\u201cOur mission is to make our customers successful. We do that through providing great technology and excellent customer care. Phones on desks are very important, but you have to have solutions that enable people to work from any place at any time. Our philosophy is that to be successful we have to offer that extra layer of intelligence in call data. That would be looking at call volumes, checking in on call recordings or viewing call stats to make sure their customers are getting the best value from their experience. All that is available. It\u2019s just part of the package. We want them to not only pick up the phone and talk to a customer, but to get more insights and intelligence and to be more efficient.\u201d<\/p>\n<h2>2. What\u2019s Your Top Priority or Goal Right Now?<\/h2>\n<p>\u201cOne of the exciting things is that we\u2019ve been experiencing rapid growth &#8212; and with that comes some very aggressive targets,\u201d Valentine says. \u201cOne of the things we won\u2019t compromise on is our customer centric approach and our retention rate. When a customer signs on, we want to keep them for life. In addition, we want to grow that base and increase the volume we have, but all through maintaining strong customer support and high-touch experiences.\u201d<\/p>\n<h2>3. What are Some of the Biggest Challenges You\u2019ve Had to Overcome?<\/h2>\n<p>\u201cWhen I came on four years ago, one of the things we were challenged with most is when we would introduce ourselves to potential customers for the first time. Companies didn\u2019t know who we were, let alone what we did. The work we\u2019ve done since in marketing, brand recognition and selling has changed that, to the point where we\u2019ve been able to develop our positive reputation across the country. Now, it\u2019s not just a matter of us going to find customers &#8212; they\u2019re coming to us. Seeing that transition from being an unknown to a well-known has been exciting for the company.\u201d<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/Versature-image-3.jpg?strip=all&#038;quality=95\"><\/img><\/p>\n<h2> 4. How has Technology Contributed to Your Firm\u2019s Success?<\/h2>\n<p>\u201cOur tech stack is pretty extensive from the marketing side in terms of being able to keep in touch with prospects, customers, partners and the relationship based on their interest. Thanks to Salesforce we have the technology to tailor that message and reach people at the right time.\u201d<\/p>\n<p>\u201cOverall, having the right technology has been critical to keeping things running smoothly for our team. Whether it\u2019s managing an ad campaign or filling out a form to managing a relationship when a sale is closed, we leverage technology to scale and meet demand. Our marketing team is pretty lean by design &#8212; we\u2019re very careful about who we hire, and we want to make sure they\u2019re able to do their genius work and let the technology to do the heavy lifting on all the other things. We don\u2019t want them bogged down with data entry or the manual management of data.\u201d<\/p>\n<h2>5. What Kind of Advice Would You Offer to Other Growing Small Businesses?<\/h2>\n<p>\u201cMy advice would be to set your bar high and then look at that and say, \u2018How can we go farther? How can we do better, do more?\u2019 Setting the bar is great, but being different and better in a highly-competitive industry &#8212; that\u2019s what makes the difference. It\u2019s not enough to have good technology or good people. You need to go that extra mile to make that difference to the customer.\u201d<\/p>\n<p><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/ca\/form\/blog\/crm-grow-business.jsp?d=7010M000002MONe\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/sf-cta-crm-helps-business-grow.jpg?strip=all&#038;quality=95\" alt=\"CRM success series: How a CRM helps your business grow. Get the ebook.\"><\/img><\/a><\/p>\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/ca\/en\/authors\/\"><\/span> <\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s been named one of Canada\u2019s fastest-growing firms and it was recently acquired by net2phone, but there\u2019s one bit of news about Versature that might be even more impressive to other small and medium-sized businesses: a customer retention rate of 102%.<\/p>\n","protected":false},"author":1,"featured_media":2240,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[1],"sf_content_type":[],"coauthors":[2],"class_list":["post-2238","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-small-business"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>5 Questions With . . . 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