Case Studies

Customer Story - Remind

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CUSTOMER STORY INDUSTRY EdTech, Mobile Communication HEADQUARTERS San Francisco, CA CHALLENGES Unable to quickly or easily update contact information in its database. Poor data quality and misrouted leads resulted in slow response times and internal friction. SOLUTIONS LeanData Matching automatically matches leads to existing accounts with the industry's leading fuzzy matching algorithm. LeanData Routing increases efficiencies and accelerates response time by enabling custom routing rules and facilitating the speedy delivery of leads to the right reps at the right time. RESULTS Leads are routed to the right reps through intuitive routing flows. Speed to lead time has decreased from 3-4 days to just 1-2 hours. The team now has greater trust in its data, and relationships across teams have improved. Remind Improves Speed to Lead Time by up to 99% with LeanData - With Arjun Naskar, Head of B2B Marketing Remind launched in 2011 as a free product for teachers to communicate with students and parents outside of the classroom. The company began to monetize operations six years later, selling to school and district administrators. Over the past year, Remind has pulled cross-functional teams together to focus on revenue, as well as the product's impact on students. The company has started to reach out into larger school districts and has ramped up outbound marketing efforts accordingly. "A lot of teachers, students, and parents in most school districts across the country use Remind, but there isn't as much familiarity at the district administrator level," said Arjun Naskar, Head of B2B Marketing at Remind. "We're focused on these key accounts to ensure we speak to them in a way that resonates." Tackling poor data quality and misrouted leads Remind's legacy database posed several challenges for the company. Many users who registered for the product when they were teachers had since become school administrators, however, the database didn't reflect these changes. To complicate matters further, administrators switch schools frequently, so Remind knew that their contact information was likely out of date. "We had a database of over 80,000 people matched to all sorts of accounts, and it wasn't clear whether they were still administrators at those accounts," Naskar said. "It was pretty messy before LeanData." In addition, leads and accounts were often misrouted to the wrong sales reps or account managers. Sometimes it would take four days to reach out to leads, and Arjun was bogged down by one-off instances of salespeople reporting misrouted leads. These constant interruptions slowed down key work such as building campaigns. Misrouted leads also caused internal friction between Remind's separate inbound and outbound teams. "People were at a loss as to what to do next and whose toes they were stepping on," Naskar said. Finding a partner to drive alignment and growth Remind needed an intelligent, reliable solution that could match leads to the right accounts and route them to the right reps. The company generally has a "build versus buy" mentality, however, it knew the best option in this case was to hire an expert operations partner. Once Remind learned that LeanData could solve its issues with misrouted leads, getting senior staff on board was a breeze. "This was the first tool after Salesforce that we bought—ever—and it was a quick decision," Naskar said. "The only option we considered was LeanData. It was fast and easy to get started."

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