Customer engagement platform Vectera uses journy.io to improve acquisition, conversion and retention.

Company.

Founded in 2016, Vectera is the easy way to meet customers online. It offers powerful scheduling and meeting options for organisations looking to improve their customer meetings.  Vectera also features advanced whiteboarding and several other white-label options:

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• Bookings on autopilot for entire sales teams. Customers can directly book meetings on a moment that is convenient for both. It includes powerful team scheduling features with round robin assignment. New contacts are automatically sync’ed to CRM system, Gsuite, O365, Microsoft Exchange, iCloud and others. The whole solution is easy to embed on landing pages and allows for creating persistent video rooms to upload, discuss and store all content in one central room.
• Automate time-consuming preparation with the right content. Meeting rooms can be automatically pre-filled with the latest company brochure and product catalogs. It drives consistency across different teams with checklists and pre-filled private notes. Public and private notes can be added automatically to meet regulatory compliance and you can change content dynamically, based on contact and type of call. You can even choose the right meeting room template over API.
• Unparalleled meeting and collaboration experience. You can experience true 1-click meetings without any downloads nor accounts, from any browser-based mobile device. You also can create dedicated meeting rooms for each prospect, where you can keep all communications. No need to scroll through old emails and documents during the conversation.
• Spend 2 hours less on administration per rep per week. All meeting notes, document annotations, drawings and recordings persist in the meeting rooms, ready for the next call, and annotated files, documents and notes can easily be exported. It finally features the automatic synchronisation of private notes, contact details and meeting room activity to your CRM.
• Unseen conversation insights. While traditional screen sharing doesn’t provide any control on what is shared during a customer conversation, Vectera offers content sharing and templates which provides you exact insights on what is being shared. Conversation meta data such as total session hours per team member in your BI tooling using API can be accessed in your ready-made dashboard, together with feedback points, client profiling and rep performance analysis.

“Simplicity is key for Vectera users.” reflects Dieter Deheamers, co-founder and CEO. “We feel the joy our customers have with the seamless experience of using day-to-day productivity tools, where Vectera has become one of those tools for meetings and white-boarding.”

Goals and challenges.

Signing up more than 4200 unique customers worldwide over the last 4 years, both single users and companies, Vectera prouds itself being the fastest growing collaboration space in Europe.

Dieter goes on to explain their challenges: “With so much leads and users coming on our platform, it is practically impossible to have a clear view on what drives users to discover us, to differentiate real leads from occasional users, and to understand which resources brought these leads to joining our platform in the first place. So, we were spreading our marketing investment over various channels, not being too sure about the exact ROI of each of those investments. Google Analytics brought us insights on how well channels did in terms of generating leads, but not if those leads truly became customers, and as such, if the investment genuinely bore fruit on a long term."

Customer engagement platform Vectera integrates journy.io to analyse marketing ROI, and to gather health, stages, lead personas and trial feature adoption scores, to improve acquisition, conversion and retention.

Enter journy.io.

journy.io was initially introduced as a lead/customer analytics tools, more specifically for its marketing attribution features. journy.io easily reveals the channels, campaigns, ads, content, form submits... that makes leads buy, customers buy more or even customers churn. From understanding these important attribution insights, it was easy to start defining segments and signals that would reveal how likely leads were going to buy. Vectera quickly understood that these segments and signals formed a pattern that could be translated into pushing additional customer intelligence into their ActiveCampaign and Hubspot.

Today, people at Vectera look at journy.io every week to finetune their existing segments and signals, based on what journy.io analytics brings them.

Results.

With the introduction of journy.io, workflows and efficiency have drastically improved, as have bottom-line business results. Marketers, sales and customer success teams now have better customer insights and intelligence at hand, that helps them create more-personal experiences that their customers love. They achieve their KPIs and goals way faster; some with about half the effort previously needed. Also human errors are quickly detected by which no important lead or customer interaction goes unnoticed.

Or as Dieter concludes: “Whereas previously we didn't see, journy.io now gives us (in)sight!".