We are approaching the six month mark of being on board with this software company and wanted to review our experience thus far.
The sales team was very systematic and professional. Our salesperson, Lori Grass was thorough in assessing our needs and made sure she understood our goals and challenges before giving us a customized proposal. She hit the perfect balance of moving us along in the sales cycle while patiently addressing our questions and concerns.
We spent a month carefully comparing ROI to several other providers of marketing automation software and chose ROI based on two main factors: flexibility and service.
The other providers had standardized products with little ability or willingness to be flexible to address our particular needs. We would be required to fit into their system with little customization possible.
When we read the reviews of the different products on G2crowd.com, the comments consistently touted ROI’s strong focus on providing fast, attentive customer service. We have found this to be true in our six months with them. Most small/medium issues are addressed the same day and we receive communication if an issue will take more than 24 hours to be resolved.
Once we signed the contract, we were passed to the onboarding team who immediately scheduled with us. I’m sure many have experienced the frustration of being put on a lengthy hold once the ink was dry. This was not the case here. We were scheduled to pass the information needed to setup our account the following week.
We got a good example of the personalized service offered when our unique configuration warranted the attention of Amol Dalvi, the CTO of the company. I am doubtful that any of the other marketing automation companies we reviewed would have devoted the time of their chief technology officer to our unique needs.
Once we became familiar with the basic functions of the software, we were referred to the customer success team to help us plan how to get the most out of our purchase. Several team members worked with us regarding our two distinct client bases to understand how to implement a Life Cycle marketing program, attracting and retaining customers while moving them along a continuum of engagement.
We pledged to utilize all of the functionality of the software and are well on our way to making good on that promise. The customer success team has been extremely responsive to our perhaps greater than average number of requests for guidance and clarification.
One note of caution: Although the sales team in no way misled us into thinking that “marketing automation” is literally “automated,” requiring little or no effort, we can see how the term could mislead a marketing department to believe that this is a “turn the switch and go” product. In order to fully utilize the functionality of this comprehensive software package, the purchasing company needs to be fully committed to spend the time and dedicate staff to understand and implement the software.
Do your due diligence and research the other marketing automation platforms that are out there. We believe that the ability and willingness to customize their product around the client's needs coupled with their excellent customer service will lead you to make the same decision we made, ROI!
One application that we chose to implement required some detailed and complex programming, as we wanted to contact a representative of the prospect, instead of the prospect him/herself. Technical Project Manager, Suzanne Zaleski spent the better part of a week parsing code to accomplish this request. With it, we have implemented a campaign that allows us to recruit previously lost business with a series of emails 90/60/30 days from the prospect’s annual renewal date as well as a series of two phone calls – all pre-programmed and automated.
In summary, although we have only scratched the surface with what is possible with this software, we have made steady progress with the readily available assistance of almost every department at ROI.
We are incredibly pleased with our purchase and plan to continue to dig deeper into its functionality to enjoy all of the benefits of marketing automation and Lifecycle marketing.