How Falcon uses CRM software to manage customer success
Social media management platform Falcon enables enterprise teams to work together to achieve better business results. Falcon uses Pipedrive to manage the sales process, customer success, account management and marketing.
- Industry: Agency/Technology
- Location: Denmark
- Key feature: Custom fields
120
Number of people on their team that use Pipedrive
98%
Customer satisfaction level
100+
Number of new leads added a day
The challenge
Most companies use Pipedrive for managing sales, but many, like Falcon, have found other clever uses for it.
In the early stages of Falcon’s business, Pipedrive was solely used by the sales team but now they have expanded the CRM to include their customer success, accounts, and marketing teams too.
Besides their own platform for social media management, Falcon uses a variety of tools to manage, optimize and measure activities across and within departments. Pipedrive’s ability to connect, via Zapier, with their other web apps like Mailchimp, ORBTR, and Google Docs is very important to them and is one of the reasons they continue to utilize the CRM solution.
The solution
Rather than build an elaborate CRM system from scratch to map out their customers and engagement strategy, they decided to continue in Pipedrive, taking each deal they won, with all of the golden nuggets from the sales cycle, and using it to map out each customer’s specific “success” criteria, together with the key financial/invoicing information.
The results
Due to their unified approach to social media management, multicultural team representing more than 33 nationalities and use of Pipedrive, Falcon is experiencing unprecedented growth.