Amazing Tool for Managing Customer Data in Real Time
November 30, 2018
Amazing Tool for Managing Customer Data in Real Time
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ChurnZero
Spark Hire is using ChurnZero in our Account Management department. We are specifically using this to manage a huge amount of data from our customers. This includes basic account info: contacts, plan, term, renewals, upsells, etc.... But we also use this software to manage our customer's usage data of our software platform. Each account has multiple users and unique use cases, so we are able to manage, organize, and segment this data in real time to help us gain more impactful insights on our customers. This allows us to pass along success metrics to new business, be proactive with struggling accounts, identify upsell opportunities, and ensure that our customers stay with us long-term. We also have different plays in place that we use to manage contact with our customers based off of their tenure with us.
- Ease of Use - Despite the wide variety of tools, dashboards, views, etc..., the platform is incredibly easy to navigate and the display of data is not only aesthetically pleasing, but very easy to read through
- Customization - The different segments we are able to create allows standard users like myself to customize different views by the type of customer, feature usage, plan type, etc... It makes it so easy to segment my customers without having to run complex reports and manipulate the data myself.
- SalesForce Integration - most of our customer data is stored in SalesForce. Thanks to the integration, we didn't have to manually upload this data into ChurnZero. That would have been a nightmare.
- Alerts - We have standard team alerts and then have the ability to customize alerts with custom triggers. Not only do these alerts appear in the ChurnZero dashboard, but I can also have them emailed to me, and sent a private message thread on Slack's messaging service.
- Churn Score - Being able to create a custom Churn Score to measure the risk of customers churning has added tremendous value. We are able to have it synced up to the way our customers are using the platform, so we get a real-time and accurate score.
- Email limitations - There isn't an ability to attach invoices and cc other users on the account. This would be helpful when sending renewal invoices as we typically send them to the main point of contact and a billing contact
- Customer contact layout can be more smooth. Any emails, tasks, or calls are clearly laid out in the "Tasks" tab on the customer's account. However we have a lot of emails that are sent through ChurnZero, these emails do not appear in the tasks tab. They appear in a separate tab titled "messages". When a manager or colleague is looking through our contact with a customer trying to help us out, it can be really hard to organize outreach when email messages appear in 2 different tabs.
- More customer engagement points - Because each account manager manages a few hundred accounts with multiple contacts at each organization (some have as many as 50 contacts per account) it can be impossible to get regular touch points with these contacts and can lead to disengagement. We can automate a lot of this and send these contacts helpful contact with previously set up templates and plays
- Easier to track KPI's - Because everything is real time, we are easily able to see how much revenue we are managing at a time. What % is safe and % that is at risk of churn.
- Less churn from customers - Since we are easily able to see and segment struggling customers, it's easier to spend more time with struggling and disengaged customers. Plus we can see which features aren't being leveraged and we can spend more time pushing relevant content to customers/
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