NimbleSchedule uses Totango to measure customer success
”Critical activities that are at the core of my application are tracked within Totango. These events acts as indicators for whether or not users are getting the optimal value from our service and when they aren’t, I can reach out and address the issue right away. Doing so makes the client happy and re-engaged with my product.” – Peter Swaniker, CEO of NimbleSchedule
NimbleSchedule offers web-based employee scheduling software to help business owners, managers, and employees schedule and manage work shifts for industries that range from retail, healthcare to food services.
Recently out of its Beta stage, NimbleSchedule wanted to focus on growing the business and increasing their user base. To do this, they decided they need to enhance adoption and usage by identifying which elements in their platform offered the most value to users. After comparing with another service that was too complicated and buggy, they selected Totango to manage their customer engagement.
Transparency in Real-time Engagement Leads to Customer Success
With Totango nicely integrated with their software, NimbleSchedule could now track critical events that revealed whether a user had adopted their software successfully. These events included: importing all employees into the system or creating and publishing a work schedule. They also had real-time insight to see when and how often active users were in the system to understand how engaged they are. They could also dig deeper and segment their users to identify which customers were more likely to convert from free to paying status so they could engage them at the right time with the right message.
“Totango lets me know through a real-time feed who is signing up and when they’re logged on. Once I see that someone is using my platform, I can immediately engage them with a welcome email, or offer guidance with a particular issue that may be preventing them from successful adoption or usage.”