SAP Concur's Successful Implementation of Drift for Enhanced Customer Experience and Sales Efficiency

The implementation of Drift has significantly improved SAP Concur's operational efficiency. The integration of Drift with their existing tech stack has enhanced workflow efficiency and productivity. The use of personalized playbooks has revolutionized the way SAP Concur engages with customers, providing a more personalized and efficient customer experience. The ability to redirect support inquiries away from the sales team has not only improved the customer experience but also allowed the sales team to focus more on generating new leads. The 'skip the form' playbook has been particularly effective, enabling direct communication with customers even during off hours. Furthermore, the implementation of Drift has fostered a more integrated and collaborative approach between the sales and marketing teams.

$10 million in attributed pipeline within nine months of implementing Drift

Drift became the second highest converting channel for SAP Concur

60% of conversations were identified as support-related, helping to redirect support inquiries away from the sales team