Freshdesk Leverages Natero for Customer Success Insights

George Szundi  |  October, 2016

Freshdesk Leverages Natero for Customer Success

“Customer Success is not just a buzzword at Freshdesk – it’s a growth driver.”

We are delighted to share that Freshdesk uses Natero's CSM platform to proactively manage Customer Success.

Freshdesk, the leading cloud-based customer engagement software provider, which has multiple product offerings, has enjoyed phenomenal growth since its launch in 2010. The company nearly doubled its client base in just a year to over 80,000 customers. While it continues to add new customers at a blistering pace, Freshdesk is also focused on driving long-term value through customer satisfaction and retention.

“We are committed to delivering continuous success for our customers,” said Sanjay Chakraborti, Director of Customer Success at Freshdesk. “Customer Success is not just a buzzword at Freshdesk – it’s a growth driver.”

Customer satisfaction and growth potential led Freshdesk to look for tools that could empower its Customer Success team with more actionable insights. After evaluating a variety of Customer Success Management Solutions, Natero’s data-driven approach was the clear winner for Freshdesk.

“We’re delighted that Freshdesk selected Natero as its Customer Success platform,” said Craig Soules, CEO and Co-Founder of Natero. “It’s impressive to see how Freshdesk uses our alerting, segmentation, and business intelligence capabilities to their full potential.”

Natero, which raised $3.3 million to date from Merus Capital, Salesforce Ventures, Y Combinator and Andreessen Horowitz Seed, is focused on improving Customer Success within SaaS organizations. Using Natero, SaaS vendors significantly increase customer retention and identify accounts that are ripe for expansion.

“With Natero, our Customer Success team can identify strategic trends and take immediate action on tactical alerts"

Proactive customer retention can have a dramatic impact on a Software-as-a-Service (SaaS) vendor’s bottom-line. By investing in Customer Success, Freshdesk is poised to make its customers successful by helping them achieve their business goals.

“With Natero, our Customer Success team can identify strategic trends and take immediate action on tactical alerts," said Sanjay Chakraborti. “The business intelligence and segmentation tools let us thoroughly explore our customer base, providing data-driven insights that power our customer engagement programs; thus enabling our Customer Success team to make our customers successful.”

Using Natero, Freshdesk captures detailed product usage information and augments it with other sources of customer data, such as interactions, support, billing and more. Natero uses this data to identify which customers are likely to churn and predict which customers are ready for additional services.

“SaaS vendors have massive amounts of customer data, and Natero presents this information to Customer Success Managers (CSMs) in an actionable way. This allows CSMs to reach out to the right customers at the right time, and within the right context,” said Craig Soules.

"Natero handled the volume and data generated by our customers across various systems better than any other player we evaluated"

Natero’s big data architecture allows it to scale data collection without affecting performance – a crucial requirement for a rapidly growing business like Freshdesk.

“Natero’s seamless integration with our data is a huge productivity boost for us. Also, Natero handled the volume and data generated by our customers across various systems better than any other player we evaluated," said Sanjay Chakraborti.

“We are thrilled to be working with Freshdesk,” said Craig Soules. “They’ve leveraged our platform on a massive scale and continue to validate our product roadmap.