All Paths Lead to Retention: How Gong “Forever Changed” Sendoso’s Customer Experience Team
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Gong
- Sendoso
Tech Stack
- Data Analysis
- Customer Experience Management
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Software
Applicable Functions
- Sales & Marketing
Services
- Data Science Services
About The Customer
Sendoso is the world’s first Sending Platform (SP) that helps companies engage with customers throughout the buyer’s journey by integrating digital and physical sending strategies. This increases the effectiveness of their existing go-to-market programs and improves their relationships with customers. The company, headquartered in San Francisco, was founded in 2016 and has over 200 employees. Sendoso's Chief Customer Officer, Alli Tiscornia, leads a Customer Experience team of 50 and strongly believes in the mantra 'everyone impacts retention'. She believes her team’s success is dependent on happy, satisfied customers.
The Challenge
Sendoso, a rapidly growing company, was struggling to analyze its retention data. The Customer Success team wanted to understand what was causing churn and what was driving positive retention numbers. The company's annual contracts meant that a customer lifecycle was long, making it difficult to track what happened during that span that led to a renewal or churn. The reasons for sales and churn had also changed over the years due to the company's rapid growth and scaling. The team was also struggling with inefficient and redundant handoffs from the Account Executive (AE) to the Customer Success (CS) team.
The Solution
Gong was introduced to Sendoso through a need on the Sales team. Gong's ability to search for key terms, especially post-sale conversations, was a game-changer. It revealed if Customer Success Managers (CSMs) were covering certain topics and allowed for the building of reports to track progress. Gong also allowed the team to dig in and find out what truly happened within an account, eliminating recency bias. Gong also helped Sendoso effortlessly and seamlessly onboard its own new CSMs by providing access to every customer-facing conversation no matter where it is in the funnel. Gong also helped Sendoso track the impact of COVID-19 on its customers, helping the team understand who needs the most help and how Sendoso can help.
Operational Impact
Quantitative Benefit
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