CloudBees Automates Customer Engagement with Totango
Gaining visibility into user activities
Instead of nurturing their user database based on a fixed timeline, CloudBees turned to Totango to measure performance and to gauge their level of engagement so they could send personalized marketing content based on the actual usage of their product. For example, depending on how developers were (or were not) using specific features, CloudBees would be able to offer helpful tips via e-mail.
“The goal is to make our users more successful with the CloudBees Platform. If our trial users are successful they will hit the paid tier of our service at some point. In this sense the interests of the customer and of CloudBees are completely aligned.”
Integrating for automated customer engagement
CloudBees integrated Totango with Salesforce.com and their e-mail marketing system to automatically send the right e-mail to the right users at the right time.
“This integration was all very easy to perform. It took us a few days of work (over a few weeks’ time) to establish an initial monitoring of our platform and an integration with Salesforce.com.”
Ultimately, they decided it would be strategically sound to rely on a partner like Totango for ongoing enhancements and best industry practices as their own requirements grew over time and spend their resources on providing value to their customers.
Ever since the integration, they’ve been able to see how their users are using their platform and have increased engagement to ensure their trial users’ success with CloudBees.