B2B SaaS Success Story

Industry: B2B SaaS

Subscriber Base: +100K

Countries Handled: Global

Client: A US-based company with a global subscriber base

Overview

Our client offers a robust platform where subscribers can sign up for a 15-day free trial, create customized websites and apps in just a few hours, and start doing business immediately.

Cloudpoint Technologies was entrusted with managing the customer success vertical to ensure a seamless and satisfactory experience for all subscribers.

Cloudpoint's Task

1. Onboarding Subscribers:

Guidance for Storefront Setup:
- Assisting subscribers in setting up their storefront with a banner, logo, and payment gateway.
Analytics Module Assistance:
- Helping define and write processes for the analytics module.

2. Monitoring Subscribers:

Ensuring a Glitch-Free Trial:
- Providing a smooth 15-day trial period without any technical issues.
Transition Management:
- Ensuring a seamless transition from free to paid subscriptions.

3. 24×7 Support:

- Addressing any grievances related to payments or subscriptions around the clock

4. Product Development and Enhancement:

Listening to Subscribers:
- Consistently gathering customer feedback and reviews.
Continuous Improvement:
- Implementing enhancements to improve product and service offerings based on subscriber feedback.

Key Results

a. From Proof of Concept to Long-Term Partnership:

Originally a 30-day Proof of Concept (POC), the project evolved into a thriving 4-year engagement.

b. Operational Efficiency and CRM:

Prioritizing operational efficiency and exceptional customer relationship management.

c. Establishing a Single Source of Truth:

Creating a reliable single source of truth for both clients and subscribers.

d. Seamless Transition from Free to Paid:

Fostering close coordination with subscribers to ensure smooth transitions from free trials to paid subscriptions.

Conclusion

Cloudpoint Technologies’ dedicated management of the customer success vertical has significantly enhanced the overall experience for the client’s subscribers. Through meticulous onboarding, constant monitoring, 24×7 support, and proactive product enhancement, we have helped our client achieve operational excellence and sustained growth.

Transform your business with Cloudpoint’s cutting-edge solutions: AI, customer engagement, analytics, and comprehensive CX Tech services.