No beating around the bush, it has been a second quarter like no other! What will quarters three and four hold?!
More than ever, the Covid crisis has made me really appreciate our loyal customer community, our tireless Rocketseed team and the robustness of our product. Our customers have embraced new ways to use email signature management and marketing techniques to help them meet the challenges of the crisis, and for that we say…
To all our customers, a big, big ‘Thank you!’
You’ve all been amazing. We don’t expect email signatures to be right at the top of your company Covid-survival list, and we’ve been overwhelmed by how you’ve reached out to us to see how Rocketseed can help. Speaking as the CEO, I think that speaks volumes about our team, the service they offer, our product and, above all, our customer relationships.
3 ways we rose to the challenge with world-leading email signature software
Unlike a lot of SaaS companies (what do they think the second ‘S’ stands for?), our service is proactive and personal, and there’s a simple reason for that. We like talking to our customers and learning about their businesses and how we can help. It’s why, when Covid broke, our dedicated account managers (take a bow all of you) were able to build on their strong customer relationships with calm crisis advice about how Rocketseed could meet the following challenges (and, if proof were needed, here are 7 reasons why you need a dedicated account manager).
Challenge 1: Managing email signatures for crisis management
Crisis management has always been a capability of Rocketseed email signatures but suddenly it’s front and centre. In fact, so many customers were asking us for email signature crisis management best practice – including cutting through the crisis noise with impactful, instantly updatable information banners – that we published Managing a Crisis with Email Signatures and Email Banners: A Complete Guide. Turns out, that when crisis strikes, Rocketseed is a great tool to have in your corner. Along with that, reading on will show how these matters can be applied with remote working.
Challenge 2: Managing email signatures for remote working
Perhaps, the biggest practical change of the Covid crisis is remote working. Suddenly we’re all saving travel time and seeing what’s on each other’s bookshelves in online meeting calls! But is it detrimental to your business and your brand? Again, email signature management has a key role to play – from keeping your brand image consistent to keeping your staff trained up – as you can learn from our 7 ways your email signatures can meet the challenges of remote working.
Challenge 3: Managing email signatures for re-opening
This is when Rocketseed email signature marketing will be at its most valuable – delivering direct engagement cost-effectively through your most used communication channel. Suddenly, with Rocketseed, every email you send can help put your brand and business back on track by promoting your newest products, latest offers and company news. We’ll be publishing a blog post on how to maximise this opportunity very soon. In the meantime, read this to understand how Rocketseed email signatures and banner campaigns give you a unique marketing solution.
But what was happening behind the scenes?
So, those were the challenges of the customer base and product support but what about the business? By the end of March, our ‘war rooms’ were running, the management meetings with daily check-in’s left, right and centre were at full speed. BUT… things were moving fast.
How could we optimise our preparation for this?
Control was a big issue – not of our business (control is central to Rocketseed – it’s a core feature of our email signature solution!) but of the situation itself by those in power. We operate in four continents with key technical support in all regions. However, we still had to wait for government policy updates on a daily basis, hoping they’d clarify lockdowns and give us the answers we needed to adapt our staffing, technology and customer support most effectively.
As for crisis finances, we’d modelled different financial predictions based on different levels of churn and realised that if we battened down the hatches to umpteenth degree, we could still service our EXISTING customer base on those levels of income. Thankfully, we didn’t come close to the first level that we’d modelled in, thanks to the continued support of our customer community, including those especially hard-hit in the travel, leisure and hospitality sectors. So what’s next?
‘Survive and thrive’ – it’s in Rocketseed’s DNA
Minds started to settle, the ship was stable in terms of client status and it was time to figure how to reawaken the pipeline and bring these prospects back to life! I won’t talk about our detailed strategy but we saw one of the strongest June finishes that we have seen for a few years in all regions, with results that included double digit thousands of license sales, solid service revenue and close to no churn.
Whilst this might all sound like blowing the Rocketseed trumpet, it’s just that at times like these, as the CEO, I’m so proud of our people, our product and our customer community.
We have bloomed in the almost-all-pervasive gloom and we look forward to helping our customers all re-energise for the rest of 2020!