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38% Higher Trial Conversions & 21-Hour Faster Email Responses for a B2B SaaS Platform
End-to-End Customer Support That Boosted Client Onboarding and Satisfaction
Client
A B2B SaaS company providing sales pipeline and project management software solutions.
Challenges
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Delayed responses to client onboarding and technical support emails
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Missed follow-ups harming lead nurturing and trial conversions
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No structured task or pipeline tracking for customer success workflows
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Inconsistent client feedback collection and poor analysis
Solution Provided
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Managed email handling, pipeline tracking, and calendar for demos and follow-ups
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Implemented Freshdesk help desk with ticketing and tagging workflows
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Set up automated reminders for lead nurturing, trial expirations, and check-ins
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Created post-onboarding survey templates and feedback loops integrated with Pipedrive CRM
Results
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Reduced average email response time from 24 to under 3 hours
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Increased trial-to-paid conversion rate by 38% within two months
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Maintained 95%+ on-time follow-up rate for all leads
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Collected structured feedback from 80% of new clients, enabling product improvements
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Raised Net Promoter Score (NPS) from 32 to 53
By streamlining support processes and automating follow-ups, we helped this SaaS platform accelerate conversions and deepen client relationships, driving sustained growth and satisfaction.
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