Figured improves customer experiences in-app with Atomic
Atomic helps Figured increase notification action rates, increase customer confidence, and minimise demand on their customer support team.
15 September 2021
Figured provides financial management software to farmers and their advisors, helping them make better, more profitable decisions and plan for the future. These are often large, diverse and globally dispersed teams of people collaborating on the same set of complex data.
Figured needed an actionable notifications solution that was easy for end users to interact with, and seamlessly integrated with both their front-end user experience and back-end systems. It had to efficiently reconcile customer data with the different people and geographies. It had to deliver customer communications privately and securely, and importantly their customers needed to be able to take action and resolve things instantly without assistance from the customer support team.
Using the Atomic cloud platform, Figured now ship, monitor and optimise customer communications and interactions in a fraction of the time that they used to. The results so far are outstanding, and Figured is investing further in their Atomic capability to accelerate the delivery of their mobile experience.
There are four ways Figured leverages Atomic:
1. Improving customer experience
Atomic replaced a legacy custom built in-app notifications system. The Atomic experience blended seamlessly into the existing Figured app, and immediately provided Figured’s customers with a more intuitive way to discover important information and resolve bite-sized issues.
2. Improving messaging effectiveness
Figured had mature email and chat-based messaging capability, but knew that there must be a better way for their users to make important, in-the-moment decisions. They needed a way to push bite-sized, time-sensitive, actionable messages directly to targeted users in-app, and a way to immediately capture their responses from those messages.
Atomic enabled Figured to consolidate their old process into bite-sized cards that were instantly actionable by their customers.
3. Minimising demand on the customer support team
More effective in-app engagement has delivered a clear impact to Figured’s bottom line. In the last twelve months Figured doubled their customer base. This impressive growth was achieved without increasing their Customer Support team or response times, thanks to a relentless focus on implementing smart new ways to proactively guide and support customers in app.
4. Keeping precious development resources focussed on farm accounting software
The Figured team considered building aspects of the Atomic functionality themselves. There were some key variables to consider: (1) the build effort versus buying the product capability; (2) the speed to market; and (3) the opportunity cost of their teams attempting to build and maintain – even a fraction of – the functionality. Figured’s analysis concluded that Atomic was the best decision, for all three.
Check out the video where the Figured team outlines why they chose Atomic and the value it delivers: