Park Place Technologies: Transforming Customer Engagement with IoT Chatbot

• Application Infrastructure & Middleware - Data Exchange & Integration
• Application Infrastructure & Middleware - Middleware, SDKs & Libraries

• Equipment & Machinery

• Maintenance
• Sales & Marketing

• Chatbots
• Time Sensitive Networking

• System Integration

Park Place Technologies, a provider of proactive and predictive data center support and maintenance, was facing a challenge with their live chat system. The live chat was only available during certain hours, which meant they were missing out on potential conversations with prospects in different time zones. Additionally, they were unable to engage visitors who used their End of Service Life (EOSL) library page as a reference resource and then left the site without any interaction. The company needed a solution that could engage prospects 24/7, tap into new lead sources, and improve the speed of lead to opportunity and lead to close.

Park Place Technologies is a global company that provides proactive and predictive data center support and maintenance to businesses of all sizes across various industries. Their clients are typically IT directors and managers responsible for ensuring that all systems are operational at all times. The company also offers an End of Service Life (EOSL) library, a key resource on their website that attracts about 40% of their overall site traffic. The EOSL library provides an up-to-date list of upcoming service retirement dates, helping companies maintain and service equipment that manufacturers no longer support.

Park Place Technologies implemented Drift's chatbot, named 'Parker', to replace their live chat. Parker was designed to engage prospects 24/7, addressing the challenge of missing out on conversations due to time zone differences. The chatbot was also added to the EOSL library page to engage visitors, ask if they found what they were looking for, and offer to contact them with the information if they hadn't. This provided a way to collect contact information in an organic and conversational manner, which was then handed off to lead nurturing. The company also integrated Drift with Demandbase, allowing them to recognize the company name and incorporate that information into Parker's playbook, doubling chatbot engagement.

• The implementation of the Drift chatbot, Parker, has brought about several operational benefits for Park Place Technologies. The chatbot has not only automated the process of engaging with prospects but also provided a more personalized and engaging experience. The immediacy of the chat allows the sales team to respond more quickly, reaching out to interested prospects while they are still 'hot'. This has resulted in Drift leads evolving from lead to opportunity and lead to close faster than non-Drift leads. Parker has also become a powerful branding asset, with a visual identity and personality that resonates with customers. The chatbot's integration with Demandbase has allowed for a more personalized visitor experience and provided valuable insights for the sales team. Overall, the chatbot has significantly enhanced the company's higher funnel marketing support.

• Improved speed of lead to opportunity by 20%

• Improved overall speed from lead to close by 15%

• Doubled the open rate on email campaigns