Marchex is excited to announce that we have won the 2024 APPEALIE SaaS Customer Success Award! The APPEALIE SaaS Awards annually acknowledge top tier SaaS platforms for high quality products and outstanding customer experiences. Marchex won the award for going above and beyond in our partnership with Sierra Air Conditioning & Plumbing, a Las Vegas-based company providing heating, air conditioning, and other services.
The Challenge
Sierra Air Conditioning & Plumbing approached Marchex after facing issues obtaining conversation analytics from their existing solution. They needed assistance deciding where to best allocate advertising dollars. The Sierra team had worked with Marchex in the past and was looking to leverage that expertise to solve their current challenges.
It was difficult for Sierra’s staff to determine the number of booked appointments from a given marketing source, leaving them uncomfortable making business decisions without better insights into the number of calls from specific marketing activities as well as the associated booked appointments, and booking percentages.
Marchex’s Solution
The Marchex team scheduled a consultation to learn more about Sierra’s business challenges. Upon understanding their business goals and metrics, Marchex recommended a plan for Marchex Platform Services to help Sierra achieve their objectives of optimizing marketing spend and obtaining deeper insights into conversation outcomes, specifically appointments. Once the solution was accepted, implementation and onboarding by Marchex specialists only took a few days. Sierra’s team saw impactful results quickly thereafter.
According to Ryan Field, Vice-President of Marketing at Sierra Air Conditioning & Plumbing, “Marchex was able to extract valuable insights from the calls recorded by our field management software. We would struggle to allocate advertising spend without the critical data from Marchex.”
Learn more about how Marchex helped Sierra improve marketing campaign ROI, optimize call center staffing, and better train customer service representatives by watching our webinar.
About APPEALIE
The APPEALIE Awards are regarded as the most selective in the software space. Entrants undergo an extensive vetting process upon submission to ensure only the standout platforms are given accolades. Marchex’s stellar customer service, knowledgeable staff, and thoughtful strategy involved in its partnership with Sierra Air Conditioning & Plumbing impressed the APPEALIE judges and were deciding factors in the company’s win.
“Customers are the driving force behind any successful software platform. We are proud to honor those SaaS platforms that prioritize customer satisfaction above all else,” said Arabella Solaybar of APPEALIE. “In an ever-growing market of vendors, our data-driven award methodology highlights those who consistently deliver superior customer outcomes, setting them apart from the rest.”
