Comarch Software Surged in Value and Customer Loyalty
Comarch is one of the largest producers and distributors of business IT software. Here is a brief summary of the company’s scope: Comarch has more than 6,000 employees worldwide and services customers in more than 100 countries. Their customer portfolio is comprised of businesses in most major industries — finance and banking, transportation, manufacturing, healthcare, public administration, utilities, retail, and consumer goods. Navigating Comarch’s global, multi-company structure is complex. Piotr Kania, a software solutions specialist, said, “Because we’re in so many different markets at once, we have a lot of challenges and many different timelines.”
Why Comarch Chose Mixpanel
“When I’m working, Mixpanel is almost always open,” said Piotr Kania. Customer experience managers at Comarch identified areas they set out to improve, such as boost sales performance and reduce churn. But the company’s size complicates seemingly easy objectives. Team leaders had to find a data mining and analytics tool that could make sense out of Comarch’s vast user base. Piotr Kania, who also works with customers who use Comarch’s cloud products, said, “With Mixpanel, I can see what’s happening in our systems and react to users’ issues in real time.” It’s exactly what the customer experience teams needed at exactly the right time.
"With Mixpanel, I can see what’s happening in our systems and react to users’ issues in real time.” - Piotr Kania, Cloud Sales Specialist
User Experience Improvements with Mixpanel
Increase Customer Loyalty
Comarch solutions specialists set out to create a proactive messaging campaign. So first, they used Mixpanel insights reports to identify users who needed help and tips. “In our automated communication we’re providing step-by-step instructions that help us increases customer satisfaction andthanks to Mixpanel, we can provide proactive support for our customers.” After emailing users step-by-step instructions, Kania and his colleagues continued analyzing customer behaviors. A new insights report revealed a surge in activity. Up until that point, customers got help with their Comarch software only after requesting assistance. In our outreach we have a button which encourages users to log in the system what leads to increased activity and loyalty. After Comarch implemented a Mixpanel Messages campaign, email open rates hit 30 to 40 percent. “We’re still at the beginning,” said Piotr Kania. “But thanks to Mixpanel, we’re doing so much better than before.”
Customer Experience Improvements Boosted Sales Performance
Something as simple as providing assistance proactively (as opposed to “reactive” assistance) was beneficial for Comarch and customers. Increasing the value of their software products has a direct link to improved sales performance. “When you’re providing support to customers, it’s a good time to upsell because users can actually see more value for their business,” said Piotr Kania. “When I’m giving them support, demonstrating how their software works and ways to make it easier to use, my customers are more likely to buy a product I recommend.” Those customers are also less likely to ditch Comarch software and go looking for alternatives.
"Mixpanel has helped us provide better customer service. I don’t go to my Mixpanel account on certain days — I use it every day. Everyone on the team is very happy with Mixpanel’s tools.” - Piotr Kania, Cloud Sales Specialist
Comarch has been using Mixpanel for three years and so far they’re thrilled with the results. The next step is to optimize existing functionality across several business software products. For example, the targeted email notification project has been so successful in improving customer support and increasing value for users, solutions specialists are eager to add even more events into their Mixpanel messaging campaigns.