Malware. Just reading the word can make you feel anxious. We’ve all heard about viruses, bugs, worms, Trojans, and spyware. Let’s face it — online security is a growing concern for anyone who uses a computer.
Internet security company Malwarebytes is united around one belief: Everyone has the right to be fully protected against cyber attacks while surfing online.
Since 2008, Malwarebytes has been empowering consumers and businesses alike with products that remove malicious software from computers. Today, the company is rapidly growing its customer base and providing first-rate customer service by relying on Salesforce.
In 2004, high school student Marcin Kleczynski was searching for video games when he picked up a malware infection — on the family computer. It took him three full days to fix the problem after consulting with other people on security forums. During those three days, he discovered that a lot of new malware was threatening Internet users, and popular antivirus solutions couldn’t handle it.
So Kleczynski set out to build the world a better malware fighter. He taught himself code and eventually engineered a number of highly effective anti-malware tools. In fact, he polished the code for Malwarebytes from his college dorm room just four years later.
Today, Kleczynski is CEO of Malwarebytes. The company originally offered anti-malware and anti-spyware products only for consumers, who then started to request an enterprise version of the software. The team now numbers more than 200 and is distributed globally. Its products have been downloaded over 300 million times and have removed over five million pieces of malware.
Before using Salesforce, Malwarebytes did not have a way to track requests for enterprise software, or even to start selling to interested businesses once an enterprise product was released. The company turned to Sales Cloud to manage the entire sales funnel and centralize customer data.
The choice to use Sales Cloud was followed by resounding success.
“Now I can analyze sales velocity through our sales stages, and focus resources on improving the areas that are underperforming. This includes not only the sales reps, but the feedback we provide the product team that helps us adjust our product marketing strategy,” said Thomas Miller, SVP of sales.
Since implementing Sales Cloud, Malwarebytes’ average order value increased exponentially and the sales team has been able to save countless hours of time by aggregating information about customers.
“Salesforce has helped us save millions in time and money by centralizing our customer data repository,” explained Rebecca Kline, COO. “Sales Cloud allows us to approach our customers in a smart and effective manner.”
After seeing success with Sales Cloud, Malwarebytes decided to switch its customer service platform and team to Desk.com. In less than three weeks, Desk.com was deployed to 30 full-time agents who were instantly able to start helping customers with more advanced, personalized service.
Many of Malwarebytes’ customer service requests are multi-touch, like a request to remove malware or questions about how to download products. With Desk.com, reps manage 20,000 customer service tickets each month. They also use Desk.com for partner support.
“We love the new system,” said Paul McClellan, senior director, worldwide support. “Desk.com is self-service, easy to scale, and easy to configure.”
As its business grew, Malwarebytes needed to upgrade its e-commerce system and bring it in-house. Its legacy platform was comprised of disparate systems with insufficient reporting and billing capabilities, as well as a costly pricing model for transactions. The company needed a more robust, yet cost-effective solution that would easily scale to support current demand and could also evolve to support new products and marketing content.
To accomplish this, Malwarebytes engineers designed a unified system that tied a scalable, cloud-based e-commerce portal running on Heroku to a robust back end that integrated several commerce platforms, including Zuora for billing and Salesforce to capture leads and manage customer data. The portal solution allows for easy updates to product and marketing content and provides self-service order and subscription management for consumers and business customers.
“Heroku’s scalability and ‘pay as you grow’ pricing model has greatly helped us control operational costs as our business evolves,” said Kleczynski. “Running our Web app on Heroku allows us to change the look and feel in minutes, so we can easily support marketing campaigns and seasonal updates.”
With Salesforce, Malwarebytes is moving toward complete in-house management of its customer lifecycle on one platform.
Kleczynski confirmed the major role Salesforce plays among all teams: “The entire company — especially our sales, marketing, and operations teams — relies on Salesforce all day long. The executive and finance teams use Salesforce data consistently to track company metrics, forecast, analyze the customer lifecycle, and commission calculation.”
Whether Malwarebytes customers are ridding their personal computers of malware or beefing up protection against vulnerabilities at an enterprise level, Malwarebytes plans to rely on Salesforce for an end-to-end view of those customers.
“Salesforce is the most essential business solution Malwarebytes uses. We love all the plug-ins it provides, the seamless integration, and the best practice guidance,” said Kleczynski. “Salesforce has considered all aspects of what a company needs to be successful. It enables us to build customer-centric relationships and have full control of our customers’ end-to-end experience.”