Supernova Award Category

The Problem

The market for social media tools is fast growing and packed with competition. As a player in this space, Sysomos knew that they needed to compete with more than just a great product; they also had to offer great support and best practices to their customers in this emerging market. They had an account management function coupled with a dispersed group of support specialists who would work with the customers on different tasks. This led to complexity and confusion, with customers having no idea who to talk to when they had questions. Additionally, Sysomos had seen a steady rate of churn throughout the years and needed to understand why customers were actually leaving so they could put programs in place to mitigate it.

The Solution

At the end of 2013, Jeff Cann, Sr. Director of Client Experiences was tasked with implementing a new Customer Success strategy that would allow them to reduce customer churn, grow revenue from within their existing customer base, and differentiate themselves from their competitors. In addition to looking at their team structure, Jeff knew that the fundamental element the team was missing was clear visibility into customers, how they were progressing along the customer journey, and whether or not they were realizing benefits from the Sysomos solution. Without these critical insights, the team was not able to work effectively and scale to cover its thousands of customers. Jeff was tasked with finding a customer success tool that would help Sysomos on a number of key fronts.

The results

After deploying the new Customer Success solution from Totango, Sysomos was able to drastically improve customer experience and reduce churn. The company put in place a health scoring system -- combining usage data, NPS, and customer engagement with their communications -- to guide the team in knowing which customers need attention and why. Using Totango, Sysomos has also been able to understand the key factors that result in renewals and customer growth, allowing the company to iterate on its health score to make it more reliable in predicting churn. Since establishing this health scoring system, Sysomos was able to reduce their overall churn rate by 25% in just one year.

In addition to implementing a health score, Sysomos has also benefitted in scaling their customer success efforts through automation.  Armed with insights and intelligence on customer engagement, the company is able to execute time based and action based in-product and email campaigns that guide users through the customer journey.  Sysomos achieved a 30% open rate on e-mails and over 95% for in product messaging.

Metrics

See above

The Technology

Totango and Intercom

Disruptive Factor

The powerful combination of Totango and Intercom gave Sysomos insights on the usage behaviour of every customer and account.  It also allowed for advanced, automated communications that were tageted and relevant,  The aplications of these tools coupled with the unqique approach to customer success has powerful impacts for Sysomos 

Shining Moment

Data and background above.