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How Samdock reduced the cost and time spent on acquiring a new customer by 77% with Encharge

7h
Saved per new customer
17
Team members
“We were spending around 3-5 hours in sales and another 2-4 hours in customer success to acquire each new customer. Now we need less than an hour in sales and another hour in customer success. Encharge is an important part of that.”
dennis
Dennis Sturm
Marketing Manager Samdock

The SaaS company

Samdock is a CRM made for small companies that aim to generate, qualify, and close leads. The CRM helps SMBs and freelancers focus and do better business simultaneously, all that while being GDPR compliant.

The Challenge: Customer acquisition costs higher than the customer lifetime value

Before Samdock, Dennis and the team worked on a slightly different product called Daypaio. Daypaio was still a CRM, but at the time, its growth model was based on a high-touch customer acquisition strategy.

The team quickly realized that a process involving too many sales and customer success interactions wouldn’t be profitable for them.

“We were doing a lot of talking and sales, but the target group and the pricing segment weren’t the right fit for that approach. We had a very high-touch business where we needed to call every single customer, write contracts, send them out, and so on. Nothing was actually automated. We were spending so much time with customers that it would take 10 years to return our costs from them.”
dennis
Dennis Sturm
Marketing Manager Samdock

Having acquisition costs higher than the customers’ lifetime value was an obvious sign that the team needed to go back to the drawing board.

“It was very clear that we needed to step back from that concept and try to do it without talking to every single customer for hours. That was our main pain — we needed to go from high-touch to very low-touch or even no-touch if possible.”
dennis
Dennis Sturm
Marketing Manager Samdock

The Solution: A new product fueled by a new marketing automation platform

With the new goal on the agenda, the team set out to create a brand new product. That’s how Samdock was born — a CRM that delivers the same value and benefits for the customers but in a much more streamlined automated way.

Samdock needed a solution to enable the new acquisition model and automate all of their marketing and sales processes.

“Everything should work without having any touch with customers, but at the same time giving them the feeling of being in close contact with us.”
dennis
Dennis Sturm
Marketing Manager Samdock

This ultimately led them to Encharge.

“When we first tested Encharge, it was mainly about the emails and product updates, as we were looking for something for the marketing department. But the more we started working with Encharge, we realized it could help us do a lot more like automating our processes and all things around the product and our marketing.”
dennis
Dennis Sturm
Marketing Manager Samdock

Now Samdock uses Encharge to:

  • Nurture leads.
  • Welcome new users.
  • Onboard users.
  • Notify users of trial expirations.
  • Send newsletters and product updates.
  • Build flows for subscription management within the product.

The ease of use of our flow builder (as Dennis calls it “the most intuitive flow builder”) has helped Samdock connect their product and streamline many of their processes.

“We were looking for something very easy and intuitive to use, we didn’t want to spend a lot of time trying to figure out how it all works. It needed to be GDPR compliant; all of our processes and everything we do needs to be considered from a GDPR perspective. It also needed to be easily connected to our product and other tools. Encharge has the most intuitive flow builder, it’s GDPR compliant, and connects perfectly with our product and the tools we use.”
dennis
Dennis Sturm
Marketing Manager Samdock

The Result: 77% less time to acquire a new customer

By automating all of their marketing and onboarding processes, Dennis and the team at Samdock were able to reduce the time and costs to acquire a new customer by 77%.

“We were spending around 3-5 hours in sales and another 2-4 hours in customer success to acquire each new customer.

Now we need less than an hour in sales and another hour in customer success. This is also an effect of the new product since it works much more intuitively and automated, but Encharge is an important part of that. We always keep close contact with our prospects and customers without using too many human resources.”
dennis
Dennis Sturm
Marketing Manager Samdock

Dennis goes on to unpack all of the benefits of using Encharge:

“Thanks to Encharge, we are way more structured in our processes. We’re converting more and losing fewer customers on the way. We also increased the usage of our product and went from high-touch to almost no-touch business model.”
dennis
Dennis Sturm
Marketing Manager Samdock
Industry
B2B, SMB
Team size
17
Made the switch from
CleverReach

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Dennis Sturm
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Dennis Sturm
Marketing Manager Samdock

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Samdock reduced the cost and time spent on acquiring a new customer by 77% with Encharge
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