Momentive boosts customer retention with nps.today

By supporting their customer-centric approach with an all-in-one CX platform, Momentive has strengthened the business through a deeper understanding of decision-makers’ key drivers, product gaps, and service and support needs.

Udfordring

Momentive compiled customer satisfaction scores but had no active use of the feedback. They only had one mode of collecting data and decision makers were poorly represented. They needed better customer experience insights and a more proactive use of data.

Løsning

Momentive optimized their feedback collection with the all-in-one CX-platform nps.today. A seamless integration with Salesforce allows for operational data that can be acted upon in real time, while also providing input for long term strategic decision making.

Resultat

Operational and relevant customer data has led to a streamlining of internal processes and thus made Momentive easier to do business with. Detecting product gaps and understanding decision-maker criteria has helped improve customer retention.

Turning Complexity into Better Customer Experience

Momentive is a software company with a broad range of products aimed at empowering non-profits and organisations to amplify impact through technology. With a large global organisation and an extensive number of acquisitions, the business is complex, which has also affected the clients’ experience of working with Momentive.

“Joining Momentive I made it a key priority to strengthen our ability to understand our customers and what drives their decisions”, says Mike Shea, who is Momentives COO.

We did have a utility for measuring NPS, but we were simply compiling scores without actively using the feedback in the organization. One key flaw was that we only had one mode of collecting data and none of it was used in day-to-day operations. Also, it mostly reflected user experiences, so the decision maker role was not covered. This led us to explore the market for CX tools.

Mike Shea

Momentives COO

Turning Salesforce into a CX engine

In the process of exploring software for CX optimization nps.today emerged as a strong all-in-one CX platform. Since a seamless integration with Salesforce also ticked the box Momentive decided to conduct a deeper evaluation of nps.today.

“We run a substantial part of our operations on Salesforce, so a deep integration was a must-have for us. nps.today performed strongly on that criterion. Besides the strong Salesforce integration, there were three key drivers in our decision to go with nps.today: the platform matched the use cases that were important to us, the team is responsive and easy to work with, and the cost is low considering the high value”, says Mike Shea.

From insight to action across the organisation

Automated and operational CX is what nps.today provides, enabling a more actionable road map for the future. For Momentive the new level of customer insight has been instrumental in sharpening their focus.

“Data from nps.today was not the only input we had but it gave us a foundational capability to inform our efforts. We’ve streamlined our support channel and established a client success programme which has directly helped us retain customers” Mike Shea explains and continues

With nps.today we can support our business the way we expected. It helps us identify product gaps that impact client loyalty and the way we’ve optimized our client support organization has reduced complexity for our clients. These and more improvements help us lead and transform the business. We’re very satisfied with the results

Mike Shea

Momentives COO

Om Momentive

Momentive Software is a mission-driven technology company that empowers associations and nonprofits to streamline operations, enhance collaboration, and increase funding awareness. With over 40 years of experience, they help organizations grow, strengthen community engagement, and deliver meaningful social impact.

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