Read the original TechTarget article here.
A company’s road to success is often a bumpy one. Surviving as a small scrappy start-up and moving on to the big leagues involves a series of choices and investments, ones that could either take you to the top… or hamstring your growth over the long term. With limited resources at your disposal, the decision to buy, or perhaps more importantly, not to buy, can either give you nightmares, or take your company’s growth to its next stage. From a digital messaging perspective, being far-sighted enough to invest in a messaging platform that can scale with your business can save you a lot of future heartache when you realize that your open source or cheap MTA is crippling your growth.
One such company that made the bold decision to invest in their future was Infusionsoft, an all-in-one online solution for contact management, CRM, marketing automation and e-commerce. Infusionsoft recognized that providing their customers with the best messaging platform available to deliver targeted mail was crucial to their continued success. And in 2008, they placed their bets on Message Systems’ Momentum.
James Thompson, messaging operations director for Infusionsoft, made the call based on three critical criteria: redundancy, scalability and uptime. In times of crisis, James knew he needed to be able to depend on a system that would not go down, and cost Infusionsoft its hard-won reputation and customers.
Originally on Postfix, an open source software, Thompson had short-listed Port 25 and Message Systems. Ultimately, he went with Message Systems because of the user-friendly software, the value placed on support and advanced analytics data.
With the switch, Momentum began to pay for itself immediately:
“What we actually found is that once we implemented Message Systems primarily for their email delivery technology, we were able to reduce those seven machines that were running Postfix down to basically two email servers.”
“Before we were pushing about 10 million with seven severs, we pushed over 98 million in the same time period of about a week, on those exact same two servers. So the scalability of the system has been awesome for us.”
For anyone looking at investing in the future, Thompson advises them to think of the big picture.
“If redundancy and up time are big issue for anybody else looking for this service or anything similar, enterprise support is definitely a must in this world.”
And with Message Systems, an enterprise-level messaging platform and support, is definitely what you will get.
With Message Systems in place to safeguard their reputation since 2008, Infusionsoft has been able to grow from strength to strength, and establish themselves as recognized leader in the industry – and we look forward to many more years of successful partnership with them.
Read the original TechTarget article here.
Interested to find out more about why Infusionsoft chose Message Systems over cheaper alternatives like Port25? Read the case study for more details on the value that they saw – and got with Momentum.
The lines between what constitutes a CRM solution and what constitutes a marketing service provider (MSP) get blurrier all the time. Our client Infusionsoft is a great example of that. They’re known as an MSP, but CRM is a key component in their all-in-one offering that also combines email + social marketing and e-commerce features. Quite a few companies that come from the direct email and customer engagement world are doing innovative things with marketing automation by bringing CRM capabilities into the mix. But we haven’t seen many providers of conventional CRM software moving decisively into the customer engagement / direct marketing realm. But that might be changing.
Our recently launched Momentum for CRM is a something of a step in that direction, and how the solution got its start might tell us where things could be headed. Our team in Europe began working with a large manufacturer of mobile electronics last year to upgrade that company’s messaging capabilities. The primary marketing team was managing customer communications using a Siebel CRM implementation to handle email, and they worked with outside vendors to manage their SMS/MMS mobile campaigns. Of course, Siebel’s a powerful tool for engaging with large customer bases. But for our client, certain limitations in messaging capabilities – especially in timing sends for optimum response and volume limits – meant that campaign performance was consistently below expectations. Additionally, lack of integration between email and mobile, and control over the volume and cadence of outgoing SMS/MMS text messages, meant that marketing teams routinely exceeded their monthly budget for mobile operations, leading to out-of-control costs.
Our product team crafted a bundled solution that would enable the firm to address all of these challenges by facilitating greater message delivery capacity, timed delivery, email + mobile integration, and on-the-fly message development drawing on data sources outside the Siebel system. Integrating SMS/MMS messaging meant that marketers could manage mobile campaigns through Siebel now too, and limit outgoing messages to control spending. You can read a lot more about this project here (PDF). Essentially, the combination of powerful CRM and flexible cross-channel messaging turned the internal marketing department and its Seibel system into a full service, multi-channel MSP.
Might we start to see the big CRM providers take some cues from their MSP competitors and begin treating messaging as a first-class citizen in their product offerings? Salesforce, of course, is out in front here with its native outgoing mail capability and Chatter platform, which with its multi-channel messaging capabilities clearly has compelling uses for customer care and marketing beyond its core team collaboration use cases. Should other CRM vendors begin to take messaging capabilities more seriously? I’d argue that CRM vendors need to make greater messaging capabilities a priority, especially since messaging is more and more the main way the customer stays connected with the business in our smartphone and social media-dominated communications environment.
A Message Systems customer for several years now, Infusionsoft of Gilbert, Arizona provides a great window into how our technology drives value for growing companies. Infusionsoft offers the only all-in-one sales and marketing software for small businesses. It used to be that marketing automation and customer relationship management (CRM) solutions were available only to big companies with seven-figure IT budgets, but Infusionsoft is changing that.
Like many marketing automation solutions providers that offer email services, Infusionsoft had begun to bump up against the performance limitations of its first-generation messaging infrastructure, which meant that it was running into business challenges in a variety of areas, including heavy maintenance demands, throughput limitations and deliverability issues. These were the challenges that first drove Infusionsoft to adopt Momentum as its email engine back in 2008, but the company’s experience with Momentum’s Adaptive Delivery® feature in 2010 and 2011 is where the story gets interesting.
James Thompson, Infusionsoft’s Email Systems Manager, tells us that since implementing the Message Systems platform, the email management aspect of the business has taken a 180 degree turn. “When we have delivery and reputation issues now, we know about them right away, and we can resolve problems proactively. We rarely hear about deliverability support calls anymore. That wasn’t the case before we transitioned to Momentum. For us, the Message Systems platform is all about deliverability. For our customers, it’s throughput. Taken together, it’s a win/win.”
Download the case study here and read the whole story.
In this whitepaper, email expert Len Shneyder introduces Message Systems Adaptive Delivery – The first solution of its kind specifically designed to automate the monitoring of bounces and complaints, and adjust connection rates and throughput accordingly.