RevenueWire - Customer Service Department of the Year

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: RevenueWire, Victoria, BC, Canada
Company Description: RevenueWire helps software and subscription companies sell online. We enable turnkey ecommerce, payments and subscription management through a single cloud-based platform. Combined with our dedicated and experienced team, we actively connect clients with more ways to earn money whether it’s boosting sales, optimizing subscriptions or offering upsells and cross-sells.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Ecommerce Customer Success Experts

Tell the story about what this nominated organization/department has achieved since 1 January 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

RevenueWire’s mission is to help ecommerce businesses sell more online through one or a combination of the following services:

-a comprehensive, fully-optimized payments platform
-affiliate and reseller network
-monetization partner services

The Client Services team are key contributors to the success of customers and, by extension, the overall business. It ensures new clients are set up and transacting quickly while being optimized to take full advantage of all of the end-to-end services available on the platform to maximize conversion rates and increase streams of revenue.

End-to-End Support

They are a full-service support team that works to first understand each merchant’s products and ecommerce goals. They then work closely with merchants to configure a customized checkout that maximizes conversions and sales using industry best practices. This includes API integrations with other business platforms like customer relationship management tools or fulfillment systems. Depending upon the scope, the team is able to achieve a one-day turnaround to onboard a transacting client.

After onboarding, the team also schedules regular check-in meetings to review real-time data with the client, go over successes and challenges, and provide ongoing insights to ensure clients are continuously optimizing their revenue potential. In fact, through the team’s expert onboarding and ongoing efforts, clients consistently earn more revenue when compared to others using a basic payment processing platform with some have seen their online revenue grow as much as 51% with their optimized checkout.

Fostering Success

One case in point for which this team has delivered exceptional value and results is a client for whom they have helped increase year on year gross revenue 116% while simultaneously helping them optimize their subscription offering and increasing their monthly recurring revenue 138% year on year. Throughout this strong growth period, the quality and diligence of this teams service can be seen in two very telling data points; (1) the clients NPS score increased 6 points over the same period, and (2) their churn rate decreased 3%.

As another example, the Client Services team played a roll in adidas' launch of their first subscription box, Avenue A, in 2016. Powered by RevenueWire's ecommerce platform, the team quarterbacked requirements from adidas to ensure the Avenue A checkout was streamlined and recurring payments processed seamlessly. In addition, the ecommerce solution also had to integrate into adidas' fullfilment and shipping systems to ensure a smooth customer experience. The result has been an overall service that has received high reviews and thousands of signups across the United States.

Overall Impact

The team consistently shares the latest best practices, highlight new features on the platform that can help individual merchants and they respond to requests within one business day. Their ongoing work and dedication to building and maintaining and productive relationships with clients is seen in an outstanding 98% customer retention rate.

“The Client Services team is responsible for ensuring our customers’ success and they always deliver,” said RevenueWire Vice President of Business Development Sue Connors. “The services they provide and the relationships that they maintain are invaluable to our success, and that of our clients.”

In a competitive industry, this personal touch and expert support is one of RevenueWire’s critical competitive advantages.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department since the beginning of 2016 (up to 150 words).

-The team sets customers up for ecommerce success with an initial meeting to understand needs, integration assistance and cart launch with some clients have seen an increase in revenue of up to 51% after switching to RevenueWire and being served by our expert team.
-They consistently check in with merchants to assess success and see if there are any opportunities for further optimization - which is why they have a 98% retention rate.
-They have grown clients recurring revenues by up to 138% year on year while simultaneously decreasing their churn rate and increasing their NPS score.