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Pushpay Holdings - Personalized Customer Experience

 

 

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Pushpay Holdings Limited, Redmond, WA
Company Description: Pushpay provides mobile commerce tools that facilitate fast, secure and easy non-POS payments between consumers and merchants. Pushpay targets merchants who are looking to offer convenient, personalised and intuitive payment solutions to their consumers. Pushpay services three target markets:the faith sector; non-profit organisations and enterprises.
Nomination Category: Business Development Awards Categories
Nomination Sub Category: Business Development Achievement of the Year - Technology Industries

Nomination Title: Pushpay - Personalized Customer Experience

Tell the story about this organization's business development achievements since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: Text Redacted for Publication

Pushpay provides engagement solutions that enable meaningful connections and mobile commerce tools that facilitate fast, secure and easy non point of sale payments. Our main target market is the US faith sector.

Pushpay increased its leading metric, Annualised Committed Monthly Revenue (ACMR) to US$67.5 million, up 96.8% over the year to 30 September 2017. Pushpay processes over US$2.2 billion in payments yearly. Pushpay now serves 10 of the top 20 and 50 of the top 100 largest churches in the US. Our Customer base grew to 7,121, up 34.7% over the year to 30 September 2017.

With Pushpay’s superior product offering and innovative culture, we are the dominant player in the US faith sector for engagement and mobile payment solutions and have overtaken other players such as Kindrid and SecureGive, in terms of market share.

Strategy

Pushpay has invested in implementation and one-on-one coaching for Customers. This investment in people has delivered a high level of Customer satisfaction along with a best-in-class revenue retention rate of over 95%.

With over 70 employees, Pushpay’s Customer Success team (‘the Team’) increased more than 20% over the year, supporting Customers and users via SMS, email, phone and online chat, including weekend, after-hours and extended holiday availability.

In terms of structure, Pushpay’s Customer Success Management team holds the relationship with Customers throughout their lifetime, the Implementation Coach ensures the product is correctly implemented and the Care Support team manages Customer and user technical questions. This closed loop process has established a world-class Customer Success organization.

Personalized service is at the core of our Customer Success strategy. All Customers are welcomed with a handwritten note and phone call from their Implementation Coach. Over the following 60 days, their coach walks them through a custom implementation and user adoption strategy. In 2017 the Team rolled-out a new prescriptive implementation process that has resulted in an increase of over 20% in the number of completed implementations compared to last year.

To enhance the personalization strategy, the Team also rolled-out join.me, which allows for video conferencing and screen sharing with Customers. Connie Whaley, from The Crossing Church said, “The customer service I received was true to what I always receive from Pushpay - professional, helpful, and 100 percent satisfaction.”

Challenges and Solutions

As one of the fastest growing SaaS companies, we have seen increased pressure on our implementation and support teams. When large Customers launch, the Team is up all night to be available for questions. Although we are Monday-Friday, we have a whole department checking on their partners because they are interested in their church’s well-being.

During the holiday season, the Team personally calls givers with transactions over US$1,000 that have failed to support givers with their donations. As a result, over US$1 million in donations were recovered in December 2016. Kyle Paterik, from Reality LA Church said, “Pushpay’s customer service and tech support has always been something we have been impressed with. You receive personal service and quick response from the top down.”

Pushpay’s giving guarantee also challenges the Team as Customers are promised at least a five percent annual increase in giving or their entire 12-months of software fees are refunded. This increase depends on nearly flawless implementation and as testament to the Team’s effectiveness, refunds occur very infrequently.

Despite pressures of supporting Customers in four countries, often having to integrate the product with outdated websites and thousands of custom database integrations, Pushpay’s Team continues to deliver best-in-class results.