Increased Revenue by Simplifying the Upsell Process on Salesforce CRM

Copy Link

A financial SaaS provider faced challenges in upselling products due to manual checks required before pitching to customers. Human errors in this process led to poor customer experiences and missed revenue opportunities. By implementing in-app Smart Tips and Pop-Ups in its CRM, the company significantly increased its upsell rate and seller productivity.

Sellers needed to perform two critical checks before upselling a product: obtaining customer consent and ensuring the product hadn’t been pitched previously. These checks were manual, leading to frequent errors, inefficiencies, and a negative impact on customer experience and revenue potential.

Whatfix automated the check process by delivering a Pop-Up in-app notification to sellers when conditions were met for upselling. The notification was triggered based on an integrated Excel sheet tracking seller activity and directed them to a decision tree in the LMS for guidance on pitching the product. This automation reduced human error and significantly improved the upsell process.