(gentle music)

- My name's Chris Dahl.

I'm the Director of
Growth at Pin Payments.

We're an online payments
company based in Australia,

servicing small merchants in
both Australia and New Zealand,

helping them accept online payments.

Our platform was a bit of a black box.

We had reports we'd build and
so at the end of the month,

we'd have a look at the
activity for customers

and those sorts of things.

But what we found, it's just too late.

Responding to someone, having
a problem two weeks later,

in our mind, that's not good enough.

We want to provide the best
experience for small businesses.

So, at that point it was like, okay,

we need real time visibility

into what all of these
thousands of businesses

are doing on our platform

and we need to be able to
respond to that in real time.

The thing with an online payments company

is we don't have a monthly renewal fee.

So, if you're thinking about
churn, you need to think

about it in a very different
way, because no one's renewing

at the end of the month
or the end of the year.

They just process transactions

when they process transactions.

So, we wanted to measure
when a customer's transaction

volume has decreased
or increased over time.

And so, we jumped on
a couple of Zoom calls

and went through the
calculated metrics feature

on Custify and that's
something that we couldn't do

on the last platform and what
that has allowed us to do

is to have a a statistic
against each customer showing

what in percentage increase
month to month they've had

on processing and again, so it allows us

to build automated outreach programs

where if they have decreased over time,

we might just reach out and
see if everything's okay.

It was something we always wanted to do

and now we've been able to
implement that through Custify.

In our Custify account,
we've connected Help Scout,

which is our customer service
platform and also our email.

So it means that when any of
our team members, irrespective

of what team they're on,
want to see what's been going

on with the customer,
they can come into Custify

and see all the communication
that has gone on.

They can also see all of
the interactions events

that have occurred on in their account

and they can see all of
those customized metrics

that we have built out.

So the health score, the calculated metric

that I mentioned before.

So, showing where the
processing is going up or down

and also like the biannual check in.

So, you can get an understanding
is the customer happy

and what their most recent
communications have been.

So it means that we're not sort
of having a siloed approach

to our comms where you
can only see what's going

through Help Scout or only through email.

Our teams can come to Custify
and get a really quick way

to see what's been going
on with the customer.

We felt safe in investing in Custify

because we know that they
care about the product

and the functionality and the
performance of the product.

(gentle music continues)