Case Study: Vend achieves 30% increase in trial-to-paid conversions with Intercom

How Intercom Helped Vend Convert More Users

Vend is a cloud-based point-of-sale and retail management platform founded in Auckland in 2010 and used by 12,000+ retailers worldwide. Because Vend’s lean, self-service 1-month trial often registered the wrong contact (the signer, not the day-to-day user), the sales and marketing teams struggled to identify and engage the right people at the right time to convert trials to paid accounts and lacked actionable customer intelligence.

Vend embedded Intercom as a lightweight CRM and communications layer to get live user data, segment users by behavior and plan, and deliver targeted in-app messages, automated prompts, and region-specific campaigns integrated with Salesforce. The change saved engineering time, made in-app messaging 10x more effective than email, preserved Vend’s personable brand at scale, and drove a 30% increase in trial-to-paid conversions.

Vend

Nick Houldsworth

Head of Marketing