SOURCE: Natero

Natero

October 04, 2016 10:00 ET

Freshdesk Leverages Natero for Customer Success Insights

High-Growth Customer Engagement Leader Uses Natero to Proactively Manage Customer Success

MOUNTAIN VIEW, CA--(Marketwired - October 04, 2016) - Natero, the data-driven Customer Success company, today announced that Freshdesk selected Natero as its Customer Success Management Platform.

Freshdesk, the leading cloud-based customer engagement software provider, which has multiple product offerings, has enjoyed phenomenal growth since its launch in 2010. The company nearly doubled its client base in just a year to over 80,000 customers. While it continues to add new customers at a blistering pace, Freshdesk is also focused on driving long-term value through customer satisfaction and retention.

"We are committed to delivering continuous success for our customers," said Sanjay Chakraborti, Director of Customer Success at Freshdesk. "Customer Success is not just a buzzword at Freshdesk -- it's a growth driver."

Customer satisfaction and growth potential led Freshdesk to look for tools that could empower its Customer Success team with more actionable insights. After evaluating a variety of Customer Success Management Solutions, Natero's data-driven approach was the clear winner for Freshdesk.

"We're delighted that Freshdesk selected Natero as its Customer Success platform," said Craig Soules, CEO and Co-Founder of Natero. "It's impressive to see how Freshdesk uses our alerting, segmentation, and business intelligence capabilities to their full potential."

Natero, which raised $3.3 million to date from Merus Capital, Salesforce Ventures, Y Combinator and Andreessen Horowitz Seed, is focused on improving Customer Success within SaaS organizations. Using Natero, SaaS vendors significantly increase customer retention and identify accounts that are ripe for expansion.

Proactive customer retention can have a dramatic impact on a Software-as-a-Service (SaaS) vendor's bottom-line. By investing in Customer Success, Freshdesk is poised to make its customers successful by helping them achieve their business goals.

"With Natero, our Customer Success team can identify strategic trends and take immediate action on tactical alerts," said Sanjay Chakraborti. "The business intelligence and segmentation tools let us thoroughly explore our customer base, providing data-driven insights that power our customer engagement programs; thus enabling our Customer Success team to make our customers successful."

Using Natero, Freshdesk captures detailed product usage information and augments it with other sources of customer data, such as interactions, support, billing and more. Natero uses this data to identify which customers are likely to churn and predict which customers are ready for additional services.

"SaaS vendors have massive amounts of customer data, and Natero presents this information to Customer Success Managers (CSMs) in an actionable way. This allows CSMs to reach out to the right customers at the right time, and within the right context," said Craig Soules.

Natero's big data architecture allows it to scale data collection without affecting performance -- a crucial requirement for a rapidly growing business like Freshdesk.

"Natero's seamless integration with our data is a huge productivity boost for us. Also, Natero handled the volume and data generated by our customers across various systems better than any other player we evaluated," said Sanjay Chakraborti.

"We are thrilled to be working with Freshdesk," said Craig Soules. "They've leveraged our platform on a massive scale and continue to validate our product roadmap."

Companies interested in trying Natero's Customer Success platform can contact info@natero.com or register for a free demo at www.natero.com.

About Freshdesk

Freshdesk Inc. is the leading provider of cloud-based customer engagement software. Freshdesk's suite of products include the flagship product, Freshdesk, which allows organizations to support customers through email, phone, websites, forums, and social media; Freshservice, a cloud-based service desk and IT service management solution; Hotline.io, an in-app support and engagement platform for mobile-first businesses; and Freshsales, a CRM solution and sales system for high-velocity sales teams. With powerful features, an intuitive interface and a freemium pricing model, Freshdesk's products are widely used by teams and companies of all sizes, from SMB to enterprise. Based in San Bruno, California, with offices in Germany, the United Kingdom, Australia and India, Freshdesk is backed by Tiger Global Management, Accel Partners, and Google Capital. The company has over 80,000 customers around the world including 3M, Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco. For more information, visit https://freshdesk.com.

About Natero

Natero is a Silicon Valley-based Customer Success Platform for B2B SaaS companies. Founded in 2012 by veterans of big data, data science, and distributed systems, Natero places actionable data directly into the hands of Customer Success teams through simple and intuitive interfaces, serving to maximize customer lifetime value, and improve products and processes. Natero is the only Customer Success platform to merge machine learning for predicting behavior and big data customer analytics into a single product. In 2014, the company raised $3.3m in a Series A from Merus Capital, Salesforce Ventures, Y Combinator and Andreessen Horowitz Seed. For more information, visit https://www.natero.com and follow @NateroEngine on Twitter.

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