What is Facilitated Adoption?

Facilitated Adoption is a focused approach to providing proactive, “white-glove” customer experiences. Our people make high value impressions on your customers that remove barriers, decrease complexity and increase value throughout the customer lifecycle.

Our agents deliver turnkey services that are tailored specifically to your product and service offerings. They effectively:

  • Drive growth through new customer acquisition
  • Reduce churn by rapidly unlocking the core value of your offering
  • Increase sales of ancillary products and services
  • Boost referral opportunities by creating advocates of your business, products and services

Our attention to detail, quality of service, and consistent execution can differentiate your business and contribute directly to your bottom line.

 

Overcoming Customer Challenges

Years of experience spent helping service providers market and sell a variety of technology products and services, and on-boarding their customers have formed our approach to Facilitated Adoption.

This experience has revealed that customers consistently do not make the investment required to realize maximum value from their purchase or trial because they:

  • May not have the time or energy to decide which products, services and/or features may be most useful to them
  • May not have the time, expertise or confidence to explore, configure and use the offering to its fullest potential

Proactively delivering high-touch customer on-boarding and customer experiences demonstrates dramatic ROI and improvement to key performance indicators in a sustainable, cost-effective model.

Invest in the Customer Experience

Timing plays a significant role in achieving great versus medium to poor results. Your opportunity to impress your prospects and customers, and keep them coming back for more, begins immediately with initial contact. Most often, customers churn in the first 90 days.

In order to quickly convert prospects into customers and to keep churn rates low, best practices call for proactive customer interaction in the first handful of days across multiple channels. Beyond initial customer on-boarding, precision customer interactions should continue throughout the customer lifecycle.

In our experience, Facilitated Adoption services result in increased customer satisfaction, increased customer retention, higher up-sell and cross-sell opportunities and increased customer referrals.

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The Results

We have a proven track record that Facilitated Adoption works! The results clearly show that our services have a direct and major impact on Key Performance Indicators critical to the success of your business.

more than
80%

Reduction in Churn 90 Days
into Customer Lifecycle
Based on Signups for Core Offering

more than
70%

Reduction in Churn 90-150
Days into Customer Lifecycle
Based on Signups for Core Offering

14,000+

Customer Activation
Appointments
to Date

233%

Increase in Customer
Adoption of Core Offering
At End of Free Trial Period

20%

Growth in Immediate
Cross-Sell

35%

Reduction in
Flow Abandonment
Across Purchasing, Ordering
and Initial Activation Flows



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Framework for Success

The right balance between people, processes and tools is essential for effectively engaging with your customers.

Our People

Customers want to spend time with our experienced and personable agents!

We select our people using rigorous recruitment and screening processes, and train them to:

  • Unlock the full potential of your offering for your customers
  • Introduce ancillary products and services
  • Provide the best possible experience across multiple channels

As your needs grow and broaden, our agent pool can rapidly scale to meet demand.

Processes

We have applied what we've learned from years of experience spent helping service providers to the development of repeatable processes that:

  • Provide a solid foundation for achieving and proving results
  • Focus on constant, iterative improvements
  • Provide proactive, high-quality interactions at critical points throughout the customer lifecycle

Tools

We've made the investment in best-of-class multi-channel tools so you don't have to. Using these, we are able to:

  • Effectively engage and interact with your customers via phone, email, live chat, social media, web forms, knowledge bases and remote support.
  • Gather data and analytics about customer interactions and incorporate into dashboards for tracking and assessment.

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Ready to Get Started?

Contact us through LinkedIn, Tweet or direct message us through Twitter, and follow us on Facebook!



We offer value-added services in support of Facilitated Adoption. On and off-line marketing campaign development, graphic & web design expertise, and additional capabilities are available to enhance your customer’s experiences with your company.

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