In-gage case study WorldRemit - Increase advocacy

In-Gage Case Study – WorldRemit

WorldRemit increases customer retention by 20%
with In-gage and Salesforce.

In-gage enables WorldRemit to serve their customers better to keep them coming back and bringing new sales.

In-gage and Salesforce, working with WorldRemit has helped transform its business with the In-gage app and Service cloud, empowering WorldRemit to connect more closely with their customers and employees. Working with In-gage, WorldRemit has increased customer loyalty by 20%, resulting in significant additional profits. In addition, there was a reduction in customer effort and repeat contacts. Keep reading this In-Gage case study on WorldRemit to find all the benefits of our product.

The impact was made by using the in-gage app to change the behaviour of the frontline team by giving them real time feedback on customer-centric metrics. The In-gage App demonstrated the financial impact of the changes and showed 50% of new sales came through word of mouth advocacy, which has helped guide the executives in their high growth strategy, increasing profits by hundreds of thousands in a few months.

In this age of the customer, everyone and everything is becoming more connected. WorldRemit, being in a competitive B2C industry, had the same issue that many companies have: customer loyalty. They knew that their customers were part of small communities which meant the experience they had with the company was important. Yet even knowing this they needed support to prove the impact that their service teams were having on the bottom line.

By installing Salesforce, WorldRemit was able to scale its growing business.

Salesforce gives customers and employees the answers they need, whenever they need them. The In-gage application, enables WorldRemit to understand the profits they receive from customers recommending their brand and from customer retention. It provides real-time insights to the frontline team on their personal performance impacting profits.

The native Salesforce App changes the behaviour of the sales and service teams by providing clear real-time feedback on:

Customer loyalty and advocacy
Quality consistency
First Contact Resolution or Sales efficiency
Team Coaching
Employee Engagement
And importantly – the financial impact of these factors

Testimonials

In-gage on the Salesforce platform brings great clarity to our customers’ feedback right down to an individual level and gives clear insights into the stra-tegic operations of WorldRemit.

The financial impact has been outstanding.

– Catherine Wines
COO and Co-Founder World Remit

Today, in this age of the customer, companies that focus on customer success have the best chance of thriving in a connected world.

WorldRemit is leveraging the customer experience to drive strong brand advocacy in their closely knit community.

Salesforce with In-gage has proven a strong financial impact and a sound investment.

– Damilola Erinle
AVP Commercial EMEA, Salesforce

World Remit are a high growth customer lead organisation, it has been great to see the results materialise almost immediately after the app was installed.