After shifting its priorities to growth,
RippleMatch split its team into CSMs who
handle relationships and Account Managers
(AMs) who handle upsells, renewals, and all
contract-related matters.
To facilitate this process, RippleMatch used
Catalyst as its centralized CS platform,
allowing CSMs to easily identify and tag AMs
on upsell opportunities.
As a result of using this process within
Catalyst, the CSM team delivered 200% more
upsell leads, with an average upsell of 25% of
contract value