Palomar lifts customer retention with Wrenfield
Palomar is an employee-experience platform that helps companies improve engagement, performance and development. Customer delight is one of its stated priorities, so the team is measured on how fast people get a real answer.
Challenge
Before Wrenfield, Palomar ran customer conversations through a mix of Volley threads, shared inboxes and their CRM. Context lived in three places at once, and replies waited on whoever happened to have it.
“One of the reasons we moved forward with Wrenfield is that we looked at the share of efficiency we thought we could win back,” says Rhea Vandermolen, Director of Customer Revenue Operations at Palomar.
Solution
Once the team was inside Wrenfield, they could watch the efficiency gains and the change in customer sentiment in the same view.
We can finally work behind the scenes to connect every thread, because of the time Wrenfield gives back.
Rhea VandermolenDirector of Customer Revenue Operations, Palomar
Streamlining communication and improving the customer experience
Many customer questions are part commercial, part technical. Teammates can be tagged directly on the draft instead of being chased in another app, so the customer receives one considered reply rather than three partial ones.
Improving satisfaction through fast, complete answers
Response time fell and answers got more thorough; satisfaction followed. Palomar's team score climbed 23 points in the first eight months.
If we removed Wrenfield tomorrow we'd lose the ability to collaborate behind the scenes — and the customer would feel the gap.
Increasing retention through speed and consistency
Renewals track closely with response quality. Since the move, Palomar has held 94.1% logo retention across two renewal cycles.
Supported through the rollout
Admins had questions during setup, and got answers the same day. “Every time I asked something, I felt heard,” Vandermolen says.
