How Ping Identity Increased Opportunities by 66% with Drift Professional Services
increase in conversations
increase in opportunities
About Ping Identity
Ping Identity is an identity security company that serves some of the largest enterprises in the world — and those with the most complex identity security challenges. Their business focuses on what matters most: making digital experiences both secure and seamless for all users, without compromise.
In 2020, the web team at Ping saw a tidal shift in how users wanted to access information. “For B2B companies, the tried and true way of getting leads by gating content and having someone fill out a form is becoming a more and more dated process of acquiring leads,” said Matt Winninger, Senior Manager, Web and Digital Services at Ping. “We wanted to shift to leading with value up-front so we’re demonstrating our thought leadership and showing value before asking for information.”
“Initially, our primary objective with Drift was that we knew we needed to start shifting to an ungated content model, and needed a tool to support that change,” Matt explained.
Partnership with Professional Services
Ping knew they could get more out of Drift, but didn’t have the team capacity to dedicate. They quickly realized that they needed to augment their team in order to maximize their results.
“When we put Drift on autopilot, our results began to diminish,” Matt explained. “We brought on the professional services team to supplement our internal capacity, bring the core team up to speed on Drift, help us set a roadmap, instill best practices, and manage the tests we wanted to run.”
“When we started working with Drift Professional Services, we really wanted to increase the conversation rate, which we’ve seen for sure,” Matt said.
By putting their deployment in the hands of Drift Professional Services, Matt’s team has been able to lean on Drift for testing and optimization, as well as project management and best practices.
In terms of the number of different playbooks we’ve been able to refresh and the tests we’ve been able to launch, that has been a huge value of the professional services team.
According to Matt, when the team took Drift off autopilot and engaged with the Drift professional services team, they saw an immediate change. “Right away, we started seeing great results from Drift. We saw an uptick in our key metrics around leads and down-funnel performance,” Matt said.
Since beginning their work with the professional services team, Ping has seen:
“As chatbots become more ubiquitous, you need to spend the time to ensure you’re really meeting your customers’ needs,” Matt explained. “We know it’s something that we need to put the time into to ensure it continues to perform for us.”