The Client Challenge
Operating through a subscription model, the client wanted to ensure they generate higher recurring revenue by increasing their web subscription sales, optimizing sales efficiency, and keeping subscribers satisfied through the sales cycle. They were also looking to improve customer relationships, retain and grow their existing subscriber base through innovative cross-selling and upselling while reducing their sales operations cost.
About the Client
Our client is a leader in the SaaS-based e-signature business that lets organizations manage their agreements safely and securely. They have more than 70% of the market share as their products are widely accepted for their simplicity and ease of use. They have 100 million subscribers spread over 180 countries.
Managing subscriptions is complex as it is very different from the traditional product sales approach. The heat is on for the vendors/providers to improve or perish as the results are instantaneous. Movate arrived at the following scope of work for the client:
- Manage outbound, inbound, and web sales across multiple channels
- Manage outbound sales calls for new customer acquisition, renewals, up-sells and cross-sells
- Manage inbound sales inquiries across the web, chats, calls, and emails
- Align prospects’ business challenges with solutions and present product capability
- Liaison prospects with key account executives for fast deal closure
- Convert Sales Qualified Leads (SQL) to Sales Qualified Opportunities (SQO) by validating prospects’ requirements
Movate started by creating teams of qualified sales engineers to handle inbound and outbound calls across multiple channels such as voice, email, chat, and web operating from nearshore and onshore DCs in Costa Rica, Poland, and Manila. These teams manage and oversee sales operations for subscribers spread across the US, EU, and the UK in five languages and handle scenarios like sales enquires, new customer onboarding, renewals, upsells, and cross-sells. The sales professionals who are fully trained on the product capabilities address all concerns by presenting the product’s ability in the most engaging way to subscribers.
By gauging the interaction, the sales professionals link warm prospects to key account executives who handhold the prospects and drive the opportunity to a successful closure. With real-time visibility along the different stages in the sales cycle, the client can proactively understand the subscriber’s needs and reach out to them, thereby maximizing CLV (Customer Lifetime Value) and retentions.
MAKING SUBSCRIPTIONS DRIVE REVENUE
The subscription model is seen as a game changer for most businesses as they can get immediate revenue, grow subscribers, understand their needs and deliver to their demands. But the downside is that, they can also lose all of this, as quickly as they made it. Subscribers who don’t like the service/product are free to find others. And, it happens in real time. So, the onus is on product companies to run with or ahead of their subscribers, innovate, and come up with solutions that win their interest. They have to do this all along the lifecycle – a continuous process. Most organizations don’t have the insights and the integration to pull this off. They would, at most times require the services of an exemplary services provider to connect the dots and give them the agility and ground that helps them be business-friendly.
Movate’s long standing industry resilience has made us the partner of choice for SaaS-based enterprises to charter and fuel innovation across their business growth journey.
Being Salesforce partners, we fine-tuned the client’s Salesforce CRM for leads and opportunity management, helping sales professionals better understand the type of leads and opportunities generated. We leveraged their outbound email platform – Outreach and configured it with automated email management for seamless email campaigns.
Handling a subscriber base of over a hundred million users with varying needs is no easy task. We optimized teams to handle peak load call volumes efficiently and ensured maximum high-quality lead generation with inputs from workforce management. The account has seen an impressive 2X growth in team size within two quarters, a service coverage with less than 4% abandonment rate and 100% SLA on NPS scores with these measures in place.
With an industry-leading solution in place, the client can now deliver ‘relationship-driven customer engagements’ rather than transaction-driven reactive responses.
- $25K MRR per month target (SMB accounts)
- 112% improvement in MRR within a quarter
- Over 75% conversion of SQL to SQO
- 3X improvement in SQL generation within a quarter
- Service coverage with less than 4% abandonment rate
- 100% SLA achieved on NPS scores
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.