Case Study: Sage achieves 24/7 scalable SaaS support and higher customer satisfaction with iAdvize Messenger

How Sage use conversation to support their SaaS strategy

Sage, a global leader in business software serving 3 million B2B customers with 13,000 employees, faced the SaaS challenge of keeping customer satisfaction high while handling large, fluctuating volumes of complex support queries. To protect retention and reduce churn, they needed a unified, always-on support experience that worked across products and business hours.

Sage partnered with iAdvize to roll out iAdvize Messenger and asynchronous chat across their help centers, giving customers 24/7, non‑intrusive messaging support. The result: phone contacts fell by 18%, conversations scaled from ~1,000 to 17,000 per month, average chat resolution around 15 minutes, 52% of chats answered within 10 minutes and a 68% CSAT—driving greater loyalty and alignment with their SaaS strategy.

Sage

Fabien Borras

Director of Tools Quality & Operations