Freshworks | April 27, 2022
Freshworks Inc. a software company empowering the people who power business, launched Freshworks CRM for e-commerce, a customer relationship management (CRM) solution with a unified customer record across conversational marketing, sales and customer support. Built for direct-to-consumer brands and digital retailers, the CRM solution empowers employees to engage their buyers directly through modern messaging channels, providing them with more personalized and delightful experiences. Freshworks CRM for e-commerce is now available directly from Freshworks and also on the Shopify App Store.
A recent study found that 96% of consumers who experienced poor customer service said that it affected their loyalty to a brand. In a world where consumers click to buy more on social, mobile and online channels, creating a $7.4 trillion digital commerce market by 2025, the line between customer service and purchasing decisions have blurred. But most existing CRM solutions force businesses to take an ‘add and integrate’ approach for sales, marketing and support, which fragments the buying and servicing experiences for customers.
Freshworks CRM for e-commerce helps companies engage customers on modern messaging channels including WhatsApp and text messaging across marketing, support and sales, empowering any business to compete on the same footing as the biggest names in e-commerce. It natively integrates with e-commerce platforms and packages marketing automation, multi-channel campaigns (email, chat, WhatsApp, and SMS), and conversational sales and support (live-chat and AI chat bots) to help businesses segment their audience, automate and personalize messages, and delight customers with proactive support. Buyers gain nearly instant answers to their questions and businesses can unify customer support insights across digital channels.
“Our first solution with a unified data model, Freshworks CRM for e-commerce, was built to help local businesses act on a complete view of the customer so they never have to do things they hate—like repeating order information or wading through irrelevant products and promotional emails. This marks a milestone in our product mission of helping businesses delight their customers,” said Prakash Ramamurthy, Chief Product Officer at Freshworks.
Early adopter, Dr. Renita Rajan, Managing Partner at The Lip Balm Company said, “With Freshworks CRM we can now deliver a personalized and delightful experience. Engaging our customers with context, turning visitors into sales, and keeping customers happy with exceptional customer support is helping our business grow.”
A unified customer record powered by Freshworks CRM for e-commerce will now enable businesses to:
Win the right customers. New “Multichannel Engagement Journeys” help marketers create comprehensive customer profiles and run segmented marketing campaigns based on their purchasing behavior across email, chatbots, SMS, WhatsApp, and social platforms like Instagram and Facebook.
Delight existing customers. New “Conversational Engagement” features like out-of-the-box chatbot templates for e-commerce, and order information available in the Agent Inbox all help support teams increase purchases and grow lifetime loyalty with personalized messaging and cart abandonment prompts without leaving the Freshworks platform.
Optimize the channel mix. Move away from costly assisted channels such as voice calls to offer digital-first, self-service customer support. As a result, companies can reduce operational costs and increase customer satisfaction by providing instant answers from a digital storefront.
Grow the business. Track all aspects of commerce to decrease time to order, drive repeat revenue and customer lifetime value (CLTV) with insights that sync contacts, purchase history, and relevant data between e-commerce platforms and Freshworks’ marketing automation solution.
Add right-sized capabilities. The new Freshworks CRM for e-commerce solution is modular, so companies can start with the marketing solution and then add support, or vice versa, to bring these teams closer than ever before with a unified CRM.
“Delivering a truly incredible online customer experience begins with making it easy for them to discover, purchase and ask for help whenever they need it, The best companies in the world find a way to unify commerce and support channels as consumers expect to complain and communicate in the same places they order and ask for refunds. Freshworks is helping businesses do that.”
Brent Leary, co-founder, and partner of independent analyst firm CRM Essentials
Freshworks CRM for e-commerce is built on the Freshworks Neo platform, which enables a unified customer record with an ecosystem of thousands of apps and shared services.
About Freshworks Inc.
Freshworks Inc., makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 56,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
CTERA | May 25, 2022
CTERA, the leader in edge-to-cloud file services, announced a new partnership with Wasabi Technologies, the hot cloud storage company, to provide integrated file and object data service for mid-sized companies. The new offering combines CTERA’s global file system technology with Wasabi’s scalable and cost-effective object storage, in simple service bundles designed for rapid delivery and support by channel partners.
Companies of all sizes struggle to close IT gaps as they shift from traditional workplace models to new post-pandemic hybrid environments. Cloud object storage introduces unparalleled levels of scale and cost-efficiency relative to traditional NAS systems but requires a layer of file services to serve remote sites in a secure and performant manner.
The CTERA file services platform connects the cloud with on-premises locations and roaming users over a single namespace using edge filers and endpoint agents that provide local caching and end-to-end encryption. In addition, the solution provides centralized management from a multi-tenant portal that allows IT admins and service companies to automate deployments and remotely manage their data with minimal operational overhead.
The new offering packages CTERA file services with Wasabi’s cloud object service in simple, consumption-based bundles that are easy to procure and expand on-demand, with no hidden costs or egress fees, and includes the following main capabilities:
Integrated file and object cloud service – CTERA’s Global File System creates a single global namespace for all files and delivers infinite cloud storage leveraging a cost-effective object storage repository powered by Wasabi.
Edge Filers for fast local SMB/NFS access - CTERA Edge Filers use smart caching to accelerate file access speeds for remote users, ensure availability even when disconnected from the cloud, and enable users to maintain familiar workflows.
Ransomware protection and disaster recovery – CTERA’s Global File System helps eliminate the risk of data loss by allowing organizations to recover “locked” data within minutes, avoiding downtime, and remaining assured that sensitive information is never exposed to hackers. By combining enterprise-grade antivirus and threat protection and a zero-trust architecture, CTERA delivers the industry’s most effective ransomware mitigation and business continuity solution.
Automated data discovery and migration from legacy NAS – CTERA Migrate is a built-in data migration engine that provides data discovery and automated import of file shares from legacy NAS systems, streamlining enterprise cloud transformation initiatives that otherwise might be hindered by the complexity and cost overhead of data migration from legacy systems.
"One of the greatest challenges facing a design agency is predicting and scaling our storage infrastructure. Images and video files take up lots of space - a single project may require hundreds of them," said James Payne, Technology Director, Glenn Davis Group. "CTERA's global file system paired with Wasabi's object storage delivers on-prem performance to handle the demands of a big project while protecting historical files and stale data in a vast, encrypted cloud container. Add to that mix an elegant web interface for anywhere access to all our information, including endpoint backups, and we have the perfect solution to address the evolving needs of our organization."
"CTERA has been delivering cloud file services for large enterprises for many years, We are excited to partner with Wasabi to deliver our technology to the mid-market, enabling CTERA and Wasabi resellers to leverage our extensive multi-tenant portal capabilities to deliver much-needed managed data services to their customers."
Oded Nagel, Chief Strategy Officer of CTERA
"Our partnership with CTERA is a great example of how a leading application vendor can leverage Wasabi to create a better-together offer," said Mark Vella, Vice President, Global Business Development, Wasabi Technologies. "The tightly integrated solution and provisioning experience delivers a user-friendly Cloud File Management and Storage solution for both partners and customers without the complexity or high costs. We are thrilled to be working with CTERA and growing our global presence together."
CTERA is the leader in edge-to-cloud file services, powering more than 50,000 sites and millions of corporate users. CTERA delivers a cloud-native global file system over public or private object storage, with a rich data services ecosystem that enables enterprises to gain full control of their data environment for optimal edge performance, granular security, data insight, and governance.
About Wasabi Technologies
Wasabi provides simple, predictable and affordable hot cloud storage for businesses all over the world. It enables organizations to store and instantly access an unlimited amount of data at 1/5th the price of the competition with no complex tiers or unpredictable egress fees. Trusted by tens of thousands of customers worldwide, Wasabi has been recognized as one of technology's fastest-growing and most visionary companies. Created by Carbonite co-founders and cloud storage pioneers David Friend and Jeff Flowers, Wasabi has secured nearly $275 million in funding to date and is a privately held company based in Boston. Wasabi is a Proud Partner of the Boston Red Sox, and the Official Cloud Storage Partner of Liverpool Football Club and the Boston Bruins.
Acoustic | December 17, 2021
Acoustic, L.P., the independent marketing cloud and analytics provider, announced that it has secured office space in Conway, Arkansas. The new space, which has a capacity of 30 employees, will be the company's third U.S. office and is representative of its commitment to a hybrid work environment.
Acoustic, which is headquartered in Atlanta and has another physical office hub in Boston along with global offices in Europe, Asia-Pacific, and Latin America, completed its carveout from IBM in 2020 and formed as a standalone company entirely remotely. As COVID restrictions have eased, the company has reintroduced in-person work environments, in a hybrid manner, for those who seek it.
Eight employees are already based in the Conway area, and the company has near-term plans to hire an additional 15 team members locally, across Product & Engineering and Customer Success & Support.
The greater Conway region offers us an incredibly strong talent pool, and we're enthusiastic about bringing both experienced Product & Engineering and Customer Success & Support professionals, as well as recent graduates of our fantastic local universities, into our Acoustic family. Our corner of Arkansas is already an established technology center of the Southeast. I'm excited that we'll soon have a physical office where our team can gather together in-person, on a hybrid basis, to build our portfolio of marketing technology and analytics products together."
Chris Lanaux, Acoustic's Conway-based Chief Product Officer
Acoustic anticipates occupying its new space in January 2022.
"I've spent some of the best years of my career working in Arkansas," said Acoustic CEO Dennis Self. "The Conway area is a wonderful place to both live and work. As we emerged from being fully remote, we evaluated the best locations to invest in physical office space, and Conway was at the top of our list. This is an exciting time in Acoustic's growth, and we're thrilled to officially become a part of the local technology community."
Acoustic is an independent marketing, customer experience, and lifecycle pricing and promotion technology solutions provider. The Acoustic "Campaign to Commerce" platform serves a global customer base within a variety of different industry verticals. It is comprised of Acoustic's Marketing Cloud, an integrated suite of solutions that include digital marketing, marketing analytics, content management, personalization, mobile marketing, and omnichannel marketing automation; Tealeaf by Acoustic, a customer experience insights solution that enables teams to quickly identify, recreate, diagnose, prioritize, and fix customer experience friction in real-time; and DemandTec by Acoustic, an AI-enabled lifecycle pricing solution that helps retailers to deliver optimal everyday pricing, promotions, and markdowns across all retail channels.
BrandMuscle, Bobcat Company | April 06, 2022
BrandMuscle, the industry leader in integrated local and channel marketing, announced today that Bobcat Company, a worldwide leader in the manufacturing and distribution of compact equipment, will use Channel Partner Scorecard, a new solution within BrandMuscle’s Intelligent Local Marketing Platform, to evaluate Bobcat dealers’ local marketing performance and provide rules-based recommendations for optimizing their marketing execution in alignment with national strategy.
Bobcat has utilized a full suite of BrandMuscle solutions since 2019. After broadening their local marketing activities, Bobcat wanted their account managers and regional directors to have greater visibility into their dealers’ levels of engagement in the company’s marketing program, and to encourage dealers to participate more effectively. BrandMuscle’s Channel Partner Scorecard lets Bobcat measure dealer marketing performance and make recommendations to help dealers drive greater results with co-op funds, social media, location data management and digital and print marketing campaigns.
Information is power, and by rating dealers’ marketing performance, Channel Partner Scorecard equips Bobcat’s account managers and regional directors with the insights necessary to make clear, data-driven recommendations to give local marketing activities even greater impact. For example, when a dealership is enrolled in BrandMuscle’s social tool, but has not yet synced its Facebook account or started boosting posts, Scorecard allows Bobcat to advise dealers on the many quantifiable benefits of increasing engagement.
“We are pleased to continually offer our dealer partners a wealth of strategic marketing opportunities, from social media tools to co-op marketing funds,” said Laura Ness Owens, Vice President of Global Brand and NA Marketing for Doosan Bobcat North America.
“We are pleased to continually offer our dealer partners a wealth of strategic marketing opportunities, from social media tools to co-op marketing funds,” said Laura Ness Owens, Vice President of Global Brand and NA Marketing for Doosan Bobcat North America. “This more targeted, strategic approach of Scorecard will only increase the number of dealers utilizing these opportunities and, ultimately, increase opportunities for growth and raise levels of success.”
By providing Bobcat’s marketing partners with scores for their performance, Channel Partner Scorecard allows Bobcat dealers to rate their performance in comparison to their peers. This friendly competitive component, called gamification, motivates dealers to increase their marketing activity. This, in turn, can improve each dealer’s marketing maturity rating. Gamification also rewards those partners who successfully align their local marketing strategies with Bobcat’s corporate goals.
“Scorecard effectively connects us to what’s happening in local markets, putting us on the ground with our important local partners, and it pulls us into a conversation about how we can work better together to drive greater results,” said James Morse, Vice President of Product Management at BrandMuscle.
To learn how Channel Partner Scorecard can provide a clearer understanding of how your local campaigns are performing and how channel partners can improve your local marketing strategy, contact BrandMuscle.
About Bobcat Company
Since 1958, Bobcat Company has been empowering people to accomplish more. As a leading global manufacturer of compact equipment, Bobcat has a proud legacy of innovation and a reputation based on delivering smart solutions to customers’ toughest challenges. Backed by the support of a worldwide network of independent dealers and distributors, Bobcat offers an extensive line of compact equipment, including loaders, excavators, compact tractors, utility products, telehandlers, mowers, attachments, implements, parts, and services. Headquartered in West Fargo, North Dakota, Bobcat continues to lead the industry, all while helping people succeed and build stronger communities and a better tomorrow. For more information, visit http://www.Bobcat.com
BrandMuscle is the leader in integrated local and channel marketing, serving over 175 of the world’s top brands, with 750 professionals in five offices globally. BrandMuscle provides marketers and their channel partners with the solutions, insights, and expertise to deliver an exceptional and consistent local brand experience. The BrandMuscle Intelligent Local Marketing Platform simplifies and scales digital and physical marketing execution, enabling brands to acquire and retain the best customers, build loyalty, grow revenue, and maximize ROI. For more information about BrandMuscle visit https://www.brandmuscle.com/ or call (866) 464-4342.