What does service mean to you?

“I feel like we are breaking up because after a lot of back and forth we have decided to stay with our current app provider, and even though I see the value and really enjoy your platform, we never really used our app to the fullest and want to give it another shot.” This was a call I got while I was driving home late one Friday night. Sounds like a lost deal, right?

One common theme that I have come to recognize over the past 8 months of my sales career is that sales is a roller coaster… Love the high’s and embrace the low’s because no matter how much time and effort you exert, nothing is guaranteed. There are steps to take to be an effective sales person, but there is no 1 way to sell. Effective selling takes more than just delivering your base product and assuming the client will be happy once you have their autograph and money and they have your service and product.   

Which leads me to ask you all, what does Service mean to you? This is one of many questions that I have in the back of my mind while I am speaking with prospects interested in learning more about our software. If you aren’t familiar with Hopscotch, we offer the top mobile application platform for sports teams, live events, and colleges to maximize fan engagement, drive significant revenue through sponsors and advertisers, and help these clients understand their fan base through advanced analytic data.

Software as a Service (SaaS) is definitely not a new concept, but as I enter into my own sales career, it is definitely new to me. I have come to learn that the ‘service’ part of the acronym is one of the most important aspect in the sales cycle. 

At the end of Quarter 3, I received a call while I was driving home in traffic on a Friday night. It was a prospect that I had given a demonstration to and thought we were really close. We had gone back and forth with emails, phone calls, and additional demonstrations. He called me and said, “I feel like we are breaking up” as he wanted to stay with the current app provider their organization was utilizing for the past year. His reason was that they never used the previous app to its fullest, to which I asked, why do you not understand how to use everything that you paid for?

I am seeing far too often that software companies that deliver a service, do not hold the backbone training or provide dedicated customer success in order to understand the software that they purchased to its fullest. It is like purchasing IKEA furniture without any instructions on how to set it up. Sounds like a nightmare!

The Hopscotch Customer Success team is setup to help each team, college, and event activate sponsors, drive maximum downloads, retain monthly active users, and so much more. Service is such a powerful tool in today’s technology driven society and Hopscotch puts an emphasis on service by providing a dedicated customer success rep for each team, college, or event that is signed. The mobile space is such a new avenue for selling digital and the Hopscotch Success team prides itself on being experts in this space with knowledge from our past careers and working with over 100 different companies currently signed on to our platform.

For the team that called me late that Friday night towards the end of Q3, that hit him and he saw the value that our customer success team brings to the table. Signing on with Hopscotch is more than just a mobile app contract. This is a partnership in which we work with you to grow, study analytics, and adjust marketing campaigns based on the data we capture from your fans and sponsors. I was happy to be able to bring this team onto the Hopscotch Platform because they understood the value proposition that our product and service has to offer.

If you want to learn more about the Hopscotch Customer Success team or how our mobile application platform can help your team, college, or event increase fan engagement and drive sponsorship revenue, connect with me on LinkedIn or give me a call: 310.773.3278