Tim Beriau 2:04
Thanks for the thanks for the tunes, Row. Excellent. Thanks everyone for joining us this morning, Tim here - Pendula. Really excited to talk to you about delivering tailored subscription experiences and excited to share our native Zuora solutions discuss a bit about how we can help make the subscriber experience a revenue driver for your organisation. Now, I'd like to start by introducing our speakers today. Amanda is joining us from Arizona she is the VP of Customer Success at PeakCommerce. Amanda has 11 years of experience in Zuora and broader subscription ecosystem ranging from implementations of Zuora CPQ solutions, other billing solutions as well and is now helping customers get on board with PeakCommerce's subscription commerce platform. Thanks for joining us, Amanda.
Amanda Brownwell 5:04
Thanks for having me.
Tim Beriau 5:07
And Alex Train who's my lovely boss, but also the Chief Revenue Officer Pendula. Alex leads the sales strategy for pendula and engages with organisations across the world to help them build great experiences for their customers. Thanks for joining us, Alex.
Alex Train 5:25
Good morning from Sydney, Australia.
Tim Beriau 5:28
Good morning. So, love to kick off. Talk a bit about who we are. Amanda, would you would you like to start with us? Can you give us some background on PeakCommerce?
Amanda Brownwell 5:40
Sure. Thanks, Tim. Yeah, PeakCommerce provides an E commerce and multifaceted self service platform that helps customers take charge of their subscription business, automate their self service life cycle and deliver an excellent scriber experience. Just a little background about PeakCommerce, we started out implementing quote, to cash ecosystems. And during the course of implementing over 300 customers, most of them involving Zuora, we found the sticking point was when a customer would try to integrate with the various business systems from a self service perspective. It was time consuming, it caused delays and sometimes the teams didn't have the resources or the aptitude. And this is where big commerce comes in. Because we help to solve for all that pain. And we have a wealth of additional capabilities that customers have come to us over the years for to help them automate their business processes.
Tim Beriau 6:34
Yeah, certainly a certainly a big challenge for a lot of our customers or Salesforce or any, any any billing system, given the changes in how the business model works. And Alex, can you tell us a bit about Pendula?
Alex Train 6:53
Yeah. Pendula is a subscription experience platform. It allows our customers to create two way conversations with their customers. And it connects to CRMs, like Salesforce and billing platforms like Zuora, and enables our customers to create delightful customer experiences between them and their customer base. It originally started out as a more simple SMS solution and the slowly evolved to a fully featured configurable customer engagement platform. And our mission is to give our customers the power to make it easy to engage with their consumers throughout the lifecycle, right from sign up to renewal.
Tim Beriau 7:34
That's great. That's great. So today, we're really excited to discuss that our learnings from subscription organisations and subscribers about how they want to really engage or interact with you outside of their app or their platform, right? The subscriber experience isn't really just about how they interact with your services, or read or watch your content. It's how you provide a personalised experience every step of the journey. So we'll talk a bit about how our solutions make it easier for organisations to create a great subscriber experience. We'll hop into the, to the kit and and show our platforms, we'll discuss some of the results our customers are seeing. And we'll save time for Q&A. So when we talk about building relationships, through the experience, it's it's evident from the attendees on this webinar, that every industry is embracing subscriptions. What we've learned really hooks customers for a long time is building a great experience. And we talked about the subscriber experience, we don't just focus on the UI, we talked about setting a company vision to help develop amazing subscriber relationships, keeping them connected, regardless of what stage they're at in the journey with you, and continuing to find ways to deliver value. And so why are we both here? Well PeakCommerce and Pendula give your customers a way to interact based on their own preference gives you as a provider of subscriptions, or provider of a product and new acquisition channels and new ways to engage and really helped deliver what we call an omni-channel experience. Now, what are some of the expectations of your subscribers? You know, we've we've we got folks on here that have spent a lot of time with subscription companies. Alex, curious to what you're seeing if you could share your experience and working with subscription companies and their customers from a conversational, communication standpoint.
Alex Train 9:37
Yep. So I mean, what we're seeing is this increasing level of demand from different from companies from different industries, for them to be able to provide a really fantastic experience for their customers in a wide, wide range of interaction points. And customers, you know, they really want the best from the companies and the service providers that they interact with in terms of personalised tailored services. Well as you know, being able to provide feedback back to them based on the their experience as a consumer. And for us, it's, you know, it's really a new concept. And but we're wanting to bring that conversational communication, right inside of Zuora. And that's really because of what we've, we've learned subscribers want and expect from the service providers. And they really do want that, that terrific experience. They want to be able to interact and provide feedback, and they want it to be on their terms. Sometimes they want to be able to do that where their preferences in terms of how to be engaged.
Tim Beriau 10:34
So can you share a bit about where this is being leveraged?
Alex Train 10:38
Yeah, like a really good example, is a major utility here in Australia, and then origin energy, and they communicate with their customers about things like dynamically adjusting the power usage during hot weather, and obviously, Australia, quite a hot country. During very hot periods, everyone's using the air conditioner at the same times of the day. And what they're actually doing is that they're not only communicating with the, to confirm their intention to participate in these events, it's called a demand response event. And that is to confirm their intention, if they'd like to participate, and potentially reduce the power, you know, their air conditioners used, etc. During these hot hot events. The responses from the customers are actually then recorded and actioned. So therefore, the the smart devices, adjust the usage of the air conditioner, etc. But also, if they meet the goals of reducing their power, they're, you know, informed that it succeeded. But then credits also applied directly back into the billing system. So kinda like a really closed loop between everything from the initial engagement, participation, confirmation, and then Adjustments back to the rate plan charges. So a really cool example working across the lifecycle of the customer.
Tim Beriau 11:52
And saving a lot of costs for the energy provider on the grid. And same for the subscriber, when they get that get that discount on their, their invoice.
Alex Train 12:03
Yeah, absolutely right. And a big part of it is around the feedback loop that they're able to then incorporate back into decisions they make as an organisation. Interesting.
Tim Beriau 12:14
And and, Amanda, same question for you. What are you seeing in terms of the PeakCommerce or the the online experience from companies that you're working with and their subscribers?
Amanda Brownwell 12:28
Great question, Tim. The concept behind PeakCommerce is ecommerce experiences the ability to create any number of subscriber experiences to support things like A/B and multivariate testing for any cohort of customers. So as an example, a customer could have one cohort, a prospect Lana one ecommerce page, whereas another cohort access a different version. And the landing pages extend beyond the E commerce experience they sent to all four of our monetization engine, which is ecommerce experience, the Customer Self Service, the CSR self service, and the partner.
Tim Beriau 13:08
Okay, and you touched a bit about A/B testing. And we've talked a little bit about, you know, extending customer value here. Can you tell me about kind of how important is it for your customers to A/B test?
Amanda Brownwell 13:22
Sure, customers need to be able to test the efficacy of A/B testing of their their landing pages and self service pages, excuse me through A/B testing, the placement of product tiles, different product pairings, colour verbiage, or just some examples of things they're trying out. PeakCommerce is designed to help customers get the analytics behind that various testing. And it's important to understand that customers utilise our platform in various capacities, some may have a landing page for certain offering, some may do A/B testing, some may have internally instantiated within their products, and some may be having their partners self service for their end customers. And through all of those different experiences they need. They need to be able to validate the need to tailor the experience to the demographic of the customer.
Tim Beriau 14:13
Yeah, so assuming that when you tailor that experience, you're probably hoping or or, you know, maybe able to increase the opportunity for upsell or cross sell because you're giving them a specific page. Or maybe, you know, some sort of churn reduction type page as well. If if there, you're starting to see something like that decline.
Amanda Brownwell 14:34
Absolutely. There's a lot of different things you can touch on there.
Tim Beriau 14:38
Cool. So let's let's chat a bit about some of the benefits. You know, in my experience, and man, I'm sure same with yours. Building solutions like this on your own can can typically be difficult. If it's you know, it's a custom build the customer experience team and business users really, really can't control so, Amanda, what are you seeing is some of the benefits of looking at a solution like Peak versus building your own.
Amanda Brownwell 15:05
Great question. So PeakCommerce is really an easy plug and play solution not only with Zuora, but also with Salesforce and identity providers, we've seen that there are certain teams that have a keen acumen to work with Zuora. But then there are others that need an off the shelf solution, right. And this is why we are perfect for those customers, especially when we can get up and running as little as 30 to 45 days, just recently, we got cart up and running within 30 days, which is pretty amazing. We also have great features such as the ability to bundles OR array plans. So a customer can offer a one click purchase of a bundle of many services for an easy checkout process. We also have customers who have used this in a capacity where, like I mentioned before, we're embedded into their product and embracing the headless architecture model
Tim Beriau 15:54
of this architecture model. That's cool. What, what makes what makes Peak different than you know, a typical ecommerce provider out there?
Amanda Brownwell 16:06
So typically, we get that question a lot. So those systems were designed for ordering and buying usually a single product, the legacy store fronts aren't architected for the cyclical nature of subscriber. So that's why PeakCommerce was built to support either, but with a strong emphasis on the subscriber experience, and that's why we have those four different engines. I was talking about the the E commerce, the customers portal, the partner portal and the CSR portal.
Tim Beriau 16:37
Okay. And, Alex, similar question to you what what are some of the benefits that our customers are seeing?
Alex Train 16:44
Yep, so there's, there's a couple of key things like the first one being that with native on Zuora. So then X have access to all of the you know, real personalised and relevant contextual info is right there, you have to put a lot of effort into engineering and connecting to it via API's, etc, it's very straightforward and quick, quick to get it up and running. The configuration control stuff, putting pushing the tool into the hands of the business users and the product managers, etc. So they can actually define how they, they want to interact with customers themselves. And time to value again, is incredibly quick, allowing them to rapidly test new new products and packaging, and test taking these things to market with a live customers real quick. And, you know, the backside of that is getting the feedback, based on offers, etc. And being able to update Zuora records directly. So in terms of, you know, actual impact on things like subscriptions and preventing churn etc. It's direct and rapid. And what I really love actually about both the peak and pendula as a pair, is that between the two of them, they can we can allow customers and so we can cater to any customer's preference around the channel that they want to engage on. And the type of thing that you're trying to have them complete, you know, so, if you want them to self service, their account, they can use, they can use Peak, and if you want to push new offers and promotions, and try and prevent churn, the wingbacks can use tools like Pendula, and then both working together on the Zuora stack is just as wonderful for our customer base.
Tim Beriau 18:18
Yeah, yeah, certainly, you know, kind of supporting either end of, you know, the customer lifecycle, right. And I guess it's great that some of these some of the things that as you as subscription companies are trying to build a better subscriber experience and really control that and, and also give these capabilities back to your customers. You don't hopefully don't need the engineering team or the IT team that would need to build this stuff out. Certainly, because of native solutions like like ours. So let's, uh, Amanda ready to hop into it, let's show how we can make it easy for your customers.
Amanda Brownwell 18:56
Sure. Right. So I'm going to take us through an example of a subscriber experience and then I'll show how easy it is to create an update from the admin side of the platform. And the example I'm going to show is an enterprise organisation Verisk that one of their initial ecommerce page to be simplistic and modelled after Adobe. So with the help of their marketing team and our experienced team we have a simplistic experience. So let me share my screen I can't share my screen well, you yours or your there we do you see my screen? Okay? Yep. Perfect. So this is typically the first page most customers land on which is a product page they pick a product that they want to buy. And again, we help with like I said, with their marketing teams and our experiencing we help to make it look like their website, so it doesn't look like you've left a hole Other and gone to a whole other site. So here, I'm gonna just pick a product. And in their model, they wanted to clicks, they wanted you to pick the product and then pick how often you're gonna pay. And it's, again, another marketing to get them to pick different options. So it doesn't have to be two pages, it can be one. And it necessarily doesn't have to look like this either. So again, we work with our team. This is a signup page. So I'm gonna sign up really quick. And something important to note here is that we integrate with CRM systems, like I mentioned Salesforce, to where when I finished signing up here, maybe a leak can be created over in Salesforce also, most people use identity providers now on zero ofta. AWS, right, they have one as well. So we integrate with those so users get created so they can come back and sign in. So they don't have to sign up every time. So there's lots of integrations going on in the background, that allows marketing teams to follow up. And that's a great point to where if they drop off in the process, which I know you're going to show in a minute, is another place where Pendula can pick up and go back if they don't fill out the information here if they don't confirm. So let me fill this out really quick. Again, all this information, we work with companies on to determine what information do they need to get from their customers? And what information do they not need to get. So this can be as many fields as he wants, this can be as simple as you want. So this is just the field we did. fields we did excuse me for there. All right, finish filling this out. All right, and then we have our confirm page, right, basically what you're signing up for, and checking out. Alright, so once the signup form is filled out, details are submitted so far. So like I said, What's great about this is they have signed, but in the process before, if they ever drop out, there's more by different systems that we were talking about that you could go down, to reach back out to the customer and be like, come back, right. So a lot of things are happening here, you we can convert that lead that we created in Salesforce to a customer account, we're creating this Zuora account, we're seeing the subscription invoice, the payment, sending them any type of email notifications that need to go out. And we're also sending that information back to the identity providers. So when they sign back in, all of that information is presented to them with their subscription, and their Zuora account information. Let me switch screens, and I'll go into our admin side that I said I was going to quickly show. And I mentioned earlier, it's easy to iterate on pages. I think we have some customers who have like over 400 different types of E commerce pages because they from the A/B testing in different promos, and they're really easy to set up in within PeakCommerce. So if I were to come in and edit on one, they're very simplistic. Choosing a segment segments, the biggest one we like to kind of call that segment are journeys. What journey is the customer going to go on? And those are really easy to set up as well. If I show that when the train can grab a segment.
All right, so if I go to New Order, where's our E? And again, this is tailoring to what type of products are we going to show on the page? We're going to categorise them in any way. Are there rules, right? In what order do we go. And then there's just a bunch of configurations that you set in terms of defaults to set within Salesforce and or Zuora when creating those accounts. So the UI interface again, like you were mentioning, Tim, you don't need to be a developer to come in here to create a segment or journey and apply it to a page. Sure there's some HTML styling, some CSS styling, that is pretty light. But for the most part, you don't have to have developers maintain the sight of it, which is really nice. Typically product teams or customer service team manage e commerce.
Tim Beriau 24:55
really cool, really cool. I can see even you know design side So it's still a marketing person potentially right? So
Amanda Brownwell 25:03
Yes, absolutely. So typically the mark the product people work very closely with the marketing teams for again for the A/B testing. Okay, now let's try this offer and let's try that offer and let's try this colours. And let's try just one, you know, one offer and we bundle it on our side versus having them to click. Less clicks sometimes the better and to get them to check out.
Tim Beriau 25:25
Exactly, exactly. Now, let's figure out what to do when someone like Sally gets busy, right? So very often, quite common, I'm sure we see is that we get interrupted in the middle of the day we're in you know, locked down over here for a while I'm sure Alex and his children were interrupting all the time in our meetings. But so what happens when someone like Sally at who's looking to purchase from various gets interrupted you know, she may not complete the portal, she may not be the window, she may have questions, things like that she may drop off, and there's potentially no way to get to get really back connected with her. So let's you know, take a look at pendula. So you can see I have a number of different flows here that that fit around the subscription world. You know pricing, promo payment failures usage upsell invoice delivery, we're going to do is I'm going to hop into my my cart abandonment, flow essentially. And the reason we'll do this because peak has told us that Sally's dropped off at at the page and, you know, we need to, we need to build a reach out back to Sally, we don't want to wait until tomorrow for our sales rep to reach out. What we've also found is that a channel such as email isn't really the best way to try and connect back with a customer and SMS his immediate SMS is directly to their, you know, their most most used asset, essentially, I would consider a mobile phone and asset. Let's talk about how we communicate back with Sally. Now the first step to ensure we're communicating with salad the optimal time. pendula could deliver a communications on demand. So as an example here on an events, and that could be when a new lead is created, or Sally's pages updated, maybe when a new promo is created inside his aura. Or we can send something on a schedule, like a specific time frame around a marketing campaign. In this case, we're sending Sally a message on demand peak just told us she dropped off a minute ago, you know, we didn't want to wait to reach out. What we're also doing is because peak commerce customer Verisk is AB testing their pricing pages, I could essentially trigger off a flow for anyone whose abandonment page in this example is is one of the pricing pages. So let's go ahead and take a look at now that we've set our triggers, how we actually go ahead and create a flow. So in the centre here, I have what we call our drag and drop Canvas. So one of the unique features around pendula is that there's no code behind this. It's all drag and drop workflow, our engineers did all the code. So it makes it really easy for any sort of business user, whether you're in marketing or finance to go ahead and create these journeys. Now, my drag and drop canvas here in the centre, and then on the side, I have my notes. So I have my conversation notes like my outbound or inbound SMS, I have my time delays, for my workflows, I have a criteria filter. And then I have my data node. So I can go back and update fields in our, you know, whichever database we're connected to, I can go ahead and do things like add or remove rate plans and Zuora. So now one of the
design flows that I've already created here is you know, one of the key powers of Pendula, that'll hop into a minute, and it shows a real access to some of the data inside Zuora. Now, I've started our, our flow here with what we call a criteria split. So as a success path, essentially, we're going to develop a new flow for customers that dropped off at page A2, which is the the page that that PeakCommerce customer Verisk ended with, if they go from pricing page B2 they'll essentially go down another route. So we're also able to A/B test our journeys depending on what what PeakCommerce is telling us. So I'm going to drag in here, my outbound SMS, connect my notes together. And it's really easy for us to grab a template that we already have, in this case. Hi, Sally. This is Alex from verus so using mail merge fields here. I noticed you look into upgrading to our unlimited plan. Check out the offer for we have for you now and I have a link here that'll that'll be clickable for Sally And then we'll deliver her directly back into the page for Verisk. And that this case, this now has 15% off. So we're delivering a personalised experience for Sally. We know what subscription she's currently on, we know what offer we want to provide to her to try and get her to convert. And our two solutions are working together to, to drive that. Just sit save here. Now, there are a couple instances where, you know, maybe Sally doesn't take up that offer. That's where the real conversational nature of Pendula comes in. So, as an example, you know, we may wait a day. So I'm going to pull in what we call a time period delay. And let's see what happens. Maybe Sally has additional questions. So we want to try and schedule some time with a sales rep. So I'm going to build out a little bit more comprehensive journey here. Another outbound SMS after waiting a day, and I'll drop in my hopefully I grab the right template, the template that says, hey, we noticed you didn't, you know, you didn't take up our offer. You know, we're using the Zuora data and the PeakCommerce Data to recheck to see what she did. Maybe she has a couple more questions. So I'm going to drop a note from her sales rep to say, let's try and schedule a call to discuss. And if she is interested, what I'm doing here is I'm understanding the context of the conversation. So let's just say Sally comes back and says yes, or Yep, or pretty, please, I love Verisk. We'll give her a couple options. That's gonna then prompt our team and our sales team to understand that Sally would like a call. Okay, so she's coming and said, Yes, I can go back and update the CRM to say, Hey, she said, Yes. Let's try and figure out when the best time is to call as a salesperson myself, I know that it's really difficult to get leads on the phone. We see this is really popular, and a lot of our B2C customers are going to drop in a callback template. So hey, what is the best time for us to give give you a call. And really interesting enough, another conversational nature is we're going to let Sally respond with whatever she'd like. As opposed to a specific time frame like we were doing before a time like we were doing before, Sally could say morning, afternoon, night. 11pm 12pm really helps us have a conversation when Sally is expecting our call, as opposed to us randomly giving her a ring. Okay, so now we've hopefully pushed her back to the page. If she has additional questions, we're still trying to keep her from dropping out. Now, let's take a look at what happens when maybe someone's gone to pay to V2, we want to do a little bit of A/B testing. So we've designed like they said that criteria split. If they go to pricing V2. What we're then doing is we're dropping Sally an offer if she's interested and wants to do this through SMS that says, Hey, Sally, would you be interested in upgrading with 15% off? So we are delivering Sally a message that she'll be able to take up immediately. So once again, this is her sales rep from Verisk off providing this offer.
If Sally comes back and says again, Yes, yep. Wonderful. Whatever she'd like, we're then doing a couple things. And this is through our native integration with Zuora, we are going to remove a rate plan. So in this case, we know Sally's on the $20 rate plan, five gigabytes unlimited. And we know we want to do this immediately. We want to we don't want to wait a day to change your plan. So we're going to change these contract effective service activation dates to today. So we're removing her re plan. At the same time, we're going to add a rate plan in Zuora so we're making a change to her subscription. Upgrading her to the 20 gigabyte unlimited plan. I don't know why you'd have a five gigabyte or 20 gigabyte Unlimited Plan Meg, it's, it's gonna make sense today. So and also those are going to happen today. So we're gonna do that immediately. We're then going to close the loop. You know, best practice, say hey, great, we've unlocked we've upgraded you to an unlimited plan. This is a template but if I want to go ahead and customise this template here as well, maybe I'll just go ahead and drop in my lead owner, just so they know. Hey, this is your personalised experience. I'll hit Save there. And then we've also dropped her an email. So we have her invoice here we have a receipt, we're picking up the D attachment from Zuora. So we've delivered her an SMS and now we've delivered her receipt as well. So very easy drag and drop template builder that can she can see and be very responsive to. So in just a few minutes, we've gone ahead and had a conversation or seen Sally through the website through peak, which is really great. If Sally does get interrupted and dropped off, we have a couple ways to try and reengage with her through SMS. If we'd like we could also trigger off a communications to say her app and have a push notification there. So a lot of different ways to go ahead and communicate with Sally if she'd like. Or we can drive her back to the website and use these two solutions really well together. So I would just go ahead and save and activate. And this flows really ready to go. Ready for any, any customers to start receiving conversational communications from us. On that note, I will stop my demo. And, man, how does that look look like they they can work work really nicely together?
Amanda Brownwell 35:54
They do I think I think it's a very nice, very, you know, kind of I think Alex had mentioned it before, but it's one of those where there's lots of different customers nowadays, where, especially with all the technologies in front of us, right? Some people just live in front of the computer, some people just live with their phone in front of them, you know, so some prefer email versus text. Right. So I think it's a nice, there's different avenues, depending on their preference.
Tim Beriau 36:23
Yeah, yeah, certainly, certainly. We want to make sure that we can reach them if they like email, reach them if they'd like, if they'd like, you know, SMS or reach him if they want to go back to the website. Really cool. So now we can talk a bit about some of the success that we've seen with, with our customers. As it's sharing, so great. So some of those success, right? We've talked about how to engage with them. We talked a bit about how to how do we start how to engage with them? How do we how do we get companies to start leveraging this platform? Well, the kind of the devils in the details, right, Carl gold, that said, you know, we want to give customers the ability to control. And if they have that ability, and they make, you know, one change per year, those those customers or those companies are growing a lot faster. So Alex, I'd love to start with you. You know, we see that subscriber engagement is huge here, that subscription experience is huge. Can you talk about, you know, some of the success that you're seeing with with some of the customers through this?
Alex Train 37:37
Yeah, yep, sure. So maybe a quick example, we have a telco down here in Australia, and then it's amazing. And they use pendulous part of a broader customer loyalty programme that they run. And that's a bunch of areas but you know, predominantly around retention, things like cross sell upsell, and doing stuff like you know, celebrating good milestones with their customers. And what pendular does is it communicates with their customers, when things like the usage is high, that it encourages them to upgrade interacts with them when things happen, like they don't renew their service, like their month to month plan starts to drop off. And they identify at that point in time, you know, this person is potentially going to churn and with the intention to win them back. And really, what's quite cool is that being able to engage just in time, when maybe normally you you can't, like for example, right when they turn is quite powerful stuff, and pushing things like SMS retention journeys right to them, right at that point in time, provides companies like amazing opportunity to win back the business that they in, they can action it right there. And then, and the customer can just reply, you know, so they're pushing offers, right at the point when potentially churn, customer can reply to opt back in and win them back. So they've had a really, really nice uptick in their conversion rate of running those journeys, particularly through that channel. And what we found is things like email as a channel is not as effective. And we did we actually did a comparison, a direct comparison, and email just wasn't as effective at winning them back because only because the engagement is not there. And they're not on email, they're on their phone on that device are a perfect example of using the right channel for the right purpose.
Tim Beriau 39:21
Great, great. You talked a bit earlier about wanting to be or maybe it's a psychological thing like the subscriber wanting to be heard or being able to be to be heard by the by the organisation. Can you talk a little bit about that?
Alex Train 39:34
Yeah, so that whole feedback loop concept, you know, really afforded to our customers through this channel. The communication platform provides people you know, people like product managers, it really gives them the ability to grab in really invaluable insight into customer reactions to things like you know, pricing packaging and, you know, even complaints and so on, but really around like the product offerings and the feedback to To those offers being pushed out, and giving those product managers the ability to, you know, not only put those offers and plays into market rapidly, really quickly straight out of the product catalogue, and doing it themselves with their engineers. But on top of that, collecting all the data about the reactions from real customers, and in pretty much in real time,
Tim Beriau 40:22
that's really cool. So they can go ahead and get that detail. Or maybe a sales rep gets that detail saying, hey, you know, I don't, I want a better offer, and then go ahead and action that right away, or use the details from the customer to iterate on their product or make any sort of changes.
Alex Train 40:38
Correct. So in the case of the Mason, what they were getting back was all these different responses that related to the data upsell offers that they're pushing. And a number of the customers were saying, I'm not really you know, that excited by what you're offering me. If you were to give me and they were being somewhat cheeky, but asking for more data, then I'd be keen, I'd go ahead. So what they did was they looked at all those responses across the broader set of customers interacting back. And they incorporate that into the kinds of products and packaging that they want to incorporate and build.
Tim Beriau 41:14
Really, really, you know, cool results that they're seeing, and then also the business can adapt really quickly. Yeah. And Amanda, what about what about on the the P commerce side, you get a number of Zuora customers that you're working with? What are they seeing?
Amanda Brownwell 41:31
Yeah, I think, you know, especially from this slide, you know, and something we've hit on before is kind of the faster time to market. And that's something that within peak they're really able to achieve. We've had several customers actually migrate off of Salesforce communities and come over to Pete commerce. And some of that was going back to the earlier sign, like we were talking about, like I'm saying here, faster time to market, because it was more cumbersome and took longer to get new product offerings out to their customers on communities, their conversion rates have increased like we've seen here. And because they can launch different landing pages quickly. And because customers can interact with their subscriptions easily, and in many different ways, whether it's the commerce experience, whether it's a self service portal experience, they stay more engaged and longer in their contract. And I mentioned, you know, moving off the Salesforce communities, well, with one of those customers that migrated over to Peak in the beginning, that company basically saw this same performance between communities and PeakCommerce. But over time, they were able to iterate within PeakCommerce a lot faster, trying different landing page, then they drastically saw the decrease of shopping cart abandonment, which is great. And this is why we believe in the parity between PeakCommerce and Pendula. Because these are further touchpoints, to the subscriber to keep them engaged and keep the best offering for them to increase their lifetime value.
Tim Beriau 43:03
Awesome. Awesome. And that's a few questions, but we have, we have a few that I think are going to be that are going to be related to what you were just talking about Amanda. So let's let's hop on into the Q&A. There's a few popping in. So I guess the first question to you Amanda's. And if there are any other questions in the audience, feel free to drop them in. What kind of common kind of A/B testing strategies are you seeing?
Amanda Brownwell 43:32
That's a good question. And we mentioned some before, but A/B testing isn't a one size fits all. So we're kind of talking about before, which is the testing of different bundling different product pairing different page layouts, the number of steps, right, like I was talking about before how various CAD, you pick first your product, and then how often you want to pay. And those are two steps. And some customers tried it with two steps and some customers tried it with one. Some customers defaulted all of that. And it's just here's one offering, do you want it or not, and not offering options? So I think there's a lot of different options there. They they're able to test on.
Tim Beriau 44:15
Okay. And and I guess I'll shift gears I kind of go go one to the other. But Alex, what do you see, as the question is, what do you see is the difference between, you know, Pendula and something like, you know, Twilio?
Alex Train 44:31
Yep. So, you mean Twilio is a great piece of technology. What it is, is obviously a set of building blocks for someone to build these sorts of solutions themselves. And Pendula is a fully formed solution that our customers can plugin and works natively with something like Zuora a big part of what Pendula does. And you saw in the demo that you ran through, is it's very, you know, the UI side of things and it's, it's a software solution. You can actually start using it and build it straightaway, as opposed to having to build it and work with API's, etc. So different approach to similar problem. Probably the biggest differences that were native on Zuora, and it's, it's a full drag and drop, Gui driven solution.
Tim Beriau 45:17
Question for I guess, both of you, is Zuora recently just did a big launch about monetizing anything as a service. How does how does peak work with with the new, the new Zuora?
Amanda Brownwell 45:33
Great question. So most of our customers have multiple items as part of their offering of their subscriptions. So it's a lot of the times there's recurring there's one time and there's usage. And in the even in this our self service side, we have the ability for customers to see their usage and in drawdown graph, and being able to export that data as well. Okay.
Tim Beriau 46:00
And Alex, same same to you. Is there any limitations on the on the Pendula side and working with Zuora?
Alex Train 46:08
Yeah. Pendula has access to everything in the source stack, which is terrific for personalization and the right context of sending the right thing in relation been at the right time. And in relation to the right objects, you know, whether it's subscription or, you know, the account, etc. So that that's a real, you know, that's actually real benefit.
Tim Beriau 46:29
And back to Amanda, how does PeakCommerce integrate with maybe their app customers app or their their own platform?
Amanda Brownwell 46:43
is a great question. We've done this on numerous occasions in various different ways that were that extensible, which is nice. So kind of what's under the hood of PeakCommerce allows us to easily connect to any system and securely we utilise Altera as our connectivity service, our IDP, which was recently acquired by Octo, which is great. And as a partner of theirs, they are also happy to explore architecture options if we need so we've definitely gotten them on the phone before and worked with them to make sure that everything is secure from their product to our product. Okay, okay.
Tim Beriau 47:20
Yeah, I could see that as being very common when those those pieces also need to work really jointly together. Okay. Absolutely. Excellent. I think I think that's it for today. Those are the questions that came in. Thanks very much, Alex and Amanda for your time. So for all the attendees out there, if you are interested in trying pendula for free very easy to get something up and running with a with a solution like pendula happy to provide you know one month free for all the webinar attendees gives you the ability to communicate directly with your customers through SMS very easily. So if you do you have any questions it'll be it'll be followed up shortly. We'll also share the recording and the slides everyone if you'd like to share it with your friends or family or or you know, give it as a as a you know, Halloween gift as well. So we're looking forward to getting in touch with all of you. Thanks again Amanda and Alex for joining us and Rowan for for your support on the back end here.
Amanda Brownwell 48:25
Thanks, Tim.
Tim Beriau 48:26
We'll talk to you soon thanks everyone for joining
Amanda Brownwell 48:28
Thank you
.webp)
