Listen to this articleBelow is our recent interview with Vikas Sharan, CEO at Regalix:
Q: Could you provide our readers with a brief introduction to Regalix?
A: Regalix is a customer success and acquisition company that reimagines digital experiences for global technology businesses. We’ve worked with some of the biggest players in the industry, helping them support their customers throughout the lifecycle in today’s subscription-based economy.
Headquartered in Silicon Valley – Palo Alto, California – Regalix also has offices across North America, Europe and Asia.
Q: Can you give us insights into your solutions?
A: Regalix has a wide range of customized solutions that align with each stage of the customer journey for clients across domains and industries.
In the ‘awareness’ stage, we offer digital campaigns, ABM, event marketing services and the like. When it comes to ‘purchase’, we have sales enablement, contact center, and web and mobile sales solutions. Under the ‘adoption’ umbrella, we provide account management, customer onboarding and customer support. And finally, for the ‘renewal’ phase, we do renewal management, upselling and cross-selling.
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Q: What makes you stand out from your competition? How are you unique?
A: Simply put, it’s down to foresight and agility. We saw the shift to the subscription economy coming and recognized the impact it would have. This enabled us to become early movers in the space and align ourselves to the economy of the future. We keep a constant eye on the pulse of the business world; whatever the need of the hour, we’ll always be there to deliver it.
Q: What’s up in your lab? What are your areas of interest?
A: Regalix has created a number of proprietary tools. ShareDemos, our sales enablement platform; Fido, a workflow platform that combines Machine-Intelligence Tasks (MITs) and Human-Intelligence Tasks (HITs) with ease; and MaxCart, an amalgamation of a browser extension and a distributed crawling infrastructure for data feed automation, to name just a few.
One of our key areas of interest is AI and Machine Learning (ML). We’re continuously developing models that interpret the sales process in new ways in order to uncover insights that could allow us to tackle challenges like improving lead flow and conversion rates.
Q: Who are your clients and what are some of the key challenges you’re helping them solve?
A: We’ve worked with some of the biggest names in the tech world – Google, VMware, Oracle, Dell, Cisco, Pure Storage, etc.
Some of the key challenges our clients face revolve around poor customer onboarding practices and sub-par product adoption levels, which inevitably lead to customer churn and lower revenue realization. To this end, we deploy specialized teams that conduct the customer onboarding process such that the customers’ time to first value is shortened. This encourages the customers to continue using the product and extract more value from it.
Another issue we help our clients tackle is the inability to provide adequate customer support at scale, which, of course, leaves customers dissatisfied. To address this, we set up customer support teams that can be deployed anywhere across the globe to proactively contact customers and walk them through any problems they may be facing with the product or service. Our teams are scalable and provide support in 18 languages, so communication is never hindered regardless of the market region.
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Q: What are your plans for the future?
A: Customer success is only in its infancy. As it develops, it’ll bring more changes to the way the world views and conducts business. We will remain at the forefront of the maturing customer success era by keeping pace with it in terms of development and positioning ourselves to harness its full potential.
Apart from this, we’ve identified some opportunities for further growth of the company. We’ve detailed a strategy to expand our global footprint, and this will be a point of focus for us in the future.
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