“We’re a fast-growing company, and securely tracking of all our contacts was challenging. We needed a more automated and centralized approach that would give us greater visibility of our performance.”
The professors and students who use Top Hat constantly changes with the start of new courses and semesters. This fact complicates both the buying and renewal process.
“We’re a fast-growing company, and securely tracking of all our contacts was challenging. We needed a more automated and centralized approach that would give us greater visibility of our performance,” says Stein.
With Salesforce, the world's #1 CRM company and Intelligent Customer Success Platform, Top Hat’s leaders can track its entire user base in real time. "Sales Cloud is critical to our success," explains Stein. "Our team of 100 sales reps live and breathe Salesforce every day and log all prospect and customer interactions on the platform."
Sales Cloud is integrated with Top Hat's VOIP system and Service Cloud, which is used for customer support. "Having an integrated solution was fundamental for us. With such a complex business model, we need the whole team to have full visibility of everything that's happening so we can deliver the best customer experience possible," says Stein.
Top Hat’s customer success team uses Service Cloud to provide multi-channel support to teachers inside the classroom. "We want people to make the most of our platform," says Stein. "We're not just selling a product; we trying to improve student engagement and education through digitalization."
Service Cloud also helps to manage subscription renewals, which would be incredibly complex to do manually for such a massive user base. “Salesforce gives us the insight to keep renewals simple and helps us to ensure schools remain Top Hat users going forward,” comments Stein.