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Versature boosts customer satisfaction and retention with Salesforce
Through lead nurturing and onboarding to support and renewals, Versature customers can expect personalized and proactive engagement every step of the way. And during COVID-19, they were rapidly provided with access to the additional services they needed to keep their businesses running, plus the help required to set them up.
As a result, Versature has an annual churn rate of under 5%, compared to an industry average of around 21%. “With Salesforce, we have a 360-degree view of customer data and seamless processes, so we can focus all our attention on the customer and their needs,” said Jonathon Moody, President and COO at Versature. “These days, customers are after more than just stand-alone products – they want holistic solutions and great wrap-around services. And with Salesforce, we’re able to meet those demands.”
Instant access to business data simplifies a merger.
Explore the products that are helping Versature grow.
An integrated platform enables greater agility.
“We don’t just have a CRM system, we have an integrated business platform that supports every stage of the customer journey. And if we need to add functionality to meet new customer or business expectations, we can have it up and running in a week not a year,” said Moody.
With Salesforce, the company cannot only deliver customer-centric services, but it also has the agility it needs to cope with change – whether that’s doubling head count as a result of a merger, or coping with COVID-19.
Additional services help keep businesses running during COVID-19.
“We don’t just have a CRM system, we have an integrated business platform that supports every stage of the customer journey. And if we need to add functionality to meet new customer or business expectations, we can have it up and running in a week not a year.”
A data-driven marketing team makes more intelligent spending decisions.
Pardot also helps reps get in touch with new leads promptly. “The probability of converting a lead is massively increased if you can make contact within five minutes,” explained Homere. “With Pardot, we can achieve this.”
Versature can also gain insights into its marketing investments, for example it can identify specific verticals where it’s performing well and whether it’s worth investing more marketing and advertising dollars. “We’re now a data-driven team and can make more intelligent decisions about how we spend. As a result, we’re achieving more than our competitors at a much lower cost,” revealed Homere.
Personalized service is key to retention rates.
Technical support and customer success teams also rely on Service Cloud to provide the experience for which Versature has become known. When a customer has a query, they’re connected to an advisor within two minutes. With Service Cloud, the advisor knows exactly who they are, which solutions they have, and whether they’ve called before, which makes for a much easier call for both the customer and the agent.
Versature’s customer success team uses Service Cloud to proactively manage renewals, and is key to the company’s high retention rate. Armed with an automatically calculated client engagement score that’s based on product usage and engagement, the team can identify customers that may be less likely to renew and get in touch to start a discussion or offer help.