CX Customer Wins for SugarCRM, goHappy, Qualtrics, Doxim, and MoEngage

Partners Include Barnardos, First Watch, Shake Shack, TradeStation Securities, and GIG Gulf

CX customer wins and case studies

SugarCRM to Help Australia’s Barnardos Care for Vulnerable Children

SugarCRM has been selected by Barnardos, one of Australia’s largest children’s charities, to help the organization carry out its mission of caring for children at risk of abuse and neglect. With a much-lauded AI-driven customer relationship management (CRM) platform, Silicon Valley-based SugarCRM will also help Barnardos improve data governance and decision-making to benefit Australia’s vulnerable, including children, young people, and their families.

Since 1921, Barnardos has worked not only to create a safe and stable environment for those in need but also to build nurturing relationships with case workers, caregivers, and other stakeholders. Last year alone, Barnardos helped more than 14,000 Australians to recover and thrive. Using research-based programs and services, Barnardos now has more than 800 employees and operates from 38 locations across New South Wales and the Australian Capital Territory.

Related Article: SugarCRM Has Banner Fiscal 2022, Looks Ahead to Continue Thriving

To consolidate and modernize its tech stack, Barnardos chose SugarCRM, which will help the charity improve data management, operational visibility, compliance, collaboration, and efficiency. Moreover, a next-generation content management system (CMS) strategy delivered in partnership with Sugar and software maker Liferay will assist Barnardos with a digital-first approach, enabling Barnardos to implement a common data practice that supports the charity’s programs, reduces the number of applications in use, streamlines data capture points, and provides required data and information to both government and non-government stakeholders.

“Barnardos is recognized for helping break the cycle of abuse and neglect and providing critical support to families struggling with some of life’s most difficult challenges,” says Jason du Preez, senior vice president for Asia-Pacific at SugarCRM. “By providing a true 360-degree view of its business operations and enabling a digital-first approach, the [Sugar] platform will make the hard things easier to engage and nurture relationships, keeping the child at the heart of everything Barnardos does.”

Present in more than 120 countries, SugarCRM’s platform is deployed by enterprise marketing, sales, and service teams to achieve high-definition CX. The company is backed by US technology-focused private equity firm Accel-KKR.

goHappy Partners with First Watch

Frontline employee engagement company goHappy is partnering with First Watch, the Florida-based restaurant chain, to improve communications with workers and announce new benefits that support stress management and better health for frontline employees. The benefits include round-the-clock access to a virtual doctor as well as resources for sleep, meditation, and relaxation.

“Communication and engagement with our frontline teams is a top initiative for First Watch, and we know that frequent, direct communication with employees drives engagement,” says Laura Sorensen, chief people officer at First Watch. “GoHappy provided us with the ability to instantly send a direct text to all employees with information on each benefit and links to get enrolled. The process was quick, easy, and effective, and we are excited for a long and successful partnership to help continue to elevate our communication with our teams.”

Related Article: Customer Wins for Sprinklr, goHappy, Algolia, Veeva, and ActiveCampaign

Headquartered in Richmond, Virginia, goHappy is known for its app-free technology that enables employers to engage with frontline workers via text messaging. The company was founded by Shawn Boyer, who is also credited with creating Snagajob, the country’s largest online marketplace for hourly work and shifts.

First Watch is a provider of made-to-order breakfast, brunch, and lunch meals using fresh food ingredients. It is the recipient of numerous awards, and its chef-driven menu includes elevated executions of classic favorites alongside First Watch specialties. More than 470 First Watch restaurants are located in 29 states, and the restaurant’s Daytime Dining concept is majority owned by Advent International, the Boston-based private equity firm specializing in growth, strategic restructuring, and international buyouts.

Qualtrics and Shake Shack Team Up

Qualtrics, the inventor of the experience management (XM) category, says that popular fast-casual restaurant chain Shake Shack chose Qualtrics XM for Customer Frontlines and BrandXM to evaluate the strength of its brand, identify areas of opportunity and growth in the domestic market, and connect more deeply with core guests.

Prior to deploying Qualtrics BrandXM, Shake Shack relied on its leadership’s fine dining background and gut feeling to make decisions about the business. But as it grew, the company saw the need to analyze guest-facing feedback and pressure-test its internal direction, especially in the face of inflation in the past year and the corresponding change in guest behavior. Using the advanced analytics and intelligence of the Qualtrics solutions, Shake Shack was able to determine what guests valued most before and after visiting a location. Shake Shack was also able to monitor changes from national and regional competitors to determine the strategy with the greatest impact on guest perception, visitation, and likelihood to recommend. 

With insights from Qualtrics BrandXM, Shake Shack found that new guests with a positive first visit to Shake Shack have a 40-60% higher likelihood of returning in the following six months, compared to those who had a negative experience. Using BrandXM, Shake Shack was able to link brand metrics to business KPIs such as revenue and loyalty, and clearly saw the actions it needed to grow the brand.

Qualtrics also helped Shake Shack to better understand how the brand performs in non-home markets like Texas and California. For instance, the company learned that Texans prefer to know that Shake Shack food is 100% angus beef, while Californians want to know that the company does not use antibiotics or hormones in any of its meat.

Such insights are pivotal to the company’s success, says Charles Frankievich, director of consumer insights and analytics at Shake Shack. “Both the Qualtrics BrandXM and XM for Customer Frontlines platforms allow for quick, scalable analysis that can be easily shared across our organization to make fast decisions and support the intuition that has underpinned our success to date,” notes Frankievich. “We can share insights across our ops, finance, culinary, and tech teams to more deeply understand what people love about our food and ensure that our guest experience meets and exceeds their expectations.”

TradeStation Securities Chooses Doxim to Strengthen Trading Platforms

Doxim, the Canadian customer communications management (CCM) and engagement technology provider serving highly regulated markets, says its CCM platform will be used to power client communications across multiple channels for Florida-based online brokerage firm TradeStation Securities.

TradeStation will use Doxim CCM to streamline operational processes in the creation, delivery, tracking, and archival of physical and digital client account statements. The platform will also allow TradeStation to have a single view of all account client confirmations and statements across all asset classes to improve client servicing while fulfilling client expectations for more modern digital communications. TradeStation offers self-clearing equities, options, futures, and futures options brokerage services as a licensed securities broker-dealer and futures commission merchant (FCM), and is a member of major equities and futures exchanges in the US.

Doxim CCM is an omnichannel customer communications platform that helps with client communications, cross-sell and upsell opportunities, and loyalty and wallet share metrics through personalized communications. The platform addresses challenges related to key digitization, operational efficiency, and CX through a suite of plug-and-play, integrated, software-as-a-service (SaaS) software and document technology solutions.

“We are committed to providing innovative tools and are focused on delivering the ultimate trading experience to our clients,” says John Bolek, senior vice president of trading and post- trade operations at TradeStation. “Doxim CCM will provide a critical communications element of our solution and help us continue to deliver value to traders and investors today and well into the future. The platform also includes a variety of essential tools to allow us to monitor the creation and delivery of our statements so we can ensure investors and traders get the right message through their preferred channel, every time.”

MoEngage and GIG Gulf Join Forces for Customer Journey Experience

Customer engagement firm MoEngage is helping GIG Gulf, the Kuwait-based insurance provider serving the Middle East and North Africa (MENA) region, to enhance its customer journey experience, starting from the claim initiation process to real-time claim status and updates. Specifically, San Francisco-based MoEngage will assist GIG Gulf in enhancing its engagement rates per message, while also helping to increase the number of monthly active users on GIG Gulf’s MyGIG mobile application. GIG Gulf also expects to see an increase in service utilization and conversion rates.

For its part, GIG Gulf will use MoEngage’s extensive capabilities to provide timely updates to its customers, and in the long run to improve customer stickiness and its net promoter score (NPS) gauging customer satisfaction.

Among GIG Gulf’s challenges before partnering with MoEngage was the integration of different tools to align the company’s various methods of communication. But with readily available APIs, the MoEngage platform blended well with GIG Gulf’s existing technology stack, officials from both companies note.

“We are ecstatic to partner with GIG Gulf and support them in their customer engagement endeavor,” says Sweta Duseja, director of customer success at MoEngage. “It will be a great partnership toward driving hyper-personalization at scale.”

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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