How iReachm stays up-to-date with Cumul.io dashboards
Posted On 18/04/2018
iReachm is on a mission to help any professional become more productive, thanks to technology. But how do they ensure the best experience to their customers? Read our interview with CEO Peter Staveloz & discover how they use Cumul.io as a powerful source of knowledge.
Who is iReachm?
Tired of wasting time on the phone? Belgian software company iReachm has just the solution. They developed a “personal assistant”, in the form of an app on your smartphone, to manage your telephone traffic more effectively: taking missed calls, debriefing about the call, planning callbacks,… It eradicates all the small pieces of lost time, giving back an ocean of time.
With over 3,500 users of the app, they have a lot of valuable data available. Peter Staveloz, CEO at iReachm, explained us how they use that data in order to build a better product and a better customer experience?
Keeping track of the full customer journey in Cumul.io
For iReachm, it was important to track user behavior across the whole customer journey. If they understood better what went well or wrong in each stage, it would help them optimize the experience for their users.
“Our biggest challenge was to connect the dots. We have all the info available, but the data is spread across multiple platforms: our CRM system, our application’s master database containing all the user data, and so on. Cumul.io helped us to join all this data together in minutes.”
After linking the data, iReachm was all set to gain a deeper understanding in their customer journey. Each department built their own dashboard to monitor their responsibilities and to make data-driven decisions:
- Marketing: Where are leads coming from? What are average conversion rates? With these insights, they could make better decisions on where to invest marketing budgets.
- Customer experience: How intensively are trial users using the app? Based on the statistics, they classify ‘sleeping users’ and ‘heavy fans’ into different streams. In that way, they can adapt which actions should be taken, according to the user’s behavior.
- Sales: How did users make use of the tool during the trial? Which features or aspects should we highlight during the sales process? Cumul.io helps sales to convert leads into customers more easily. This because they get more insights into the customer’s needs.
- Invoicing: How long have our invoices been open? Is the customer’s usage in line with their license costs?
“Every team member has his/her own dashboard – bookmarked as their browser homepage – to follow up on their domain of business. It’s a great way for all of us to constantly challenge ourselves on what we’re doing, and how we can do it better. It stimulates not only business growth, but also personal growth of our team.”
Sharing dashboards with customers: how is your personal assistant performing?
At first, Cumul.io was used mostly for internal reporting at iReachm. But soon enough, customers started asking for insights as well: how many calls did they miss, in which time frame, how much time did they save,…
“Clients love to understand better how our app impacts their daily routine. To them, it’s self-evident to have such a dashboard at their disposal. With Cumul.io, we could easily respond to this demand in no time, by sharing a personal dashboard, which they can use interactively.
Peter explains: “Right now, we’re not yet offering the client dashboards in bulk, but we’re looking into an integration of Cumul.io dashboards into our product.”
“Pull the plug out of Cumul.io, and everyone in our organization will be blind”
iReachm has been using Cumul.io for more than 1,5 years now, and it has left a positive mark on the organization. As Peter Staveloz puts it: “Pull the plug out of Cumul.io, and everyone in our organization will be blind.”
Before using Cumul.io, it was v-lookups and pivot tables in Excel all the way at iReachm. Since it’s so time-consuming, this was often postponed. Now, Peter just opens up his dashboard and everything he needs to know is there, in real time. It enables any employee at iReachm to take action much faster than before.
“When we just launched our calendar integration, we spotted in Cumul.io that only 19% of our customers were using it. On top of that, only 10% downloaded our app. Cumul.io enabled us to immediately take action. After launching specific campaigns to boost these features, we saw the numbers go up to as much as 90% and 45%.”
The feature that surprised Peter the most? The linking of datasets. “It enables you to connect all the little pieces about your customers, and to look way beyond the regular metrics,” he explains. Thanks to the dashboards, they know much more about the behavior and the needs of their customers, which is crucial when trying to build a customer-centric business.
Want to track your customer journey too?
Are you using your data to its full potential yet, like iReachm? We’re happy to help you on your journey. Try Cumul.io for free, and start making data-driven decisions in your company!