Ready for Whatever Is Next Thanks to a CuttingEdge CRM Platform
How Ncontracts, an integrated risk and compliance management solution company, supported a pivot and powered steady growth.
Any software solution provider or customer will tell you that high-performing technology is only part of any success story. Companies must also offer exceptional support and service to provide maximum value. Ncontracts, a Nashville based risk and compliance management company, does exactly that for financial institutions. Customers use Ncontracts software and services to manage risk, lower costs, and unlock efficiencies. Behind the scenes, the Inc. 5000 honoree relies on Salesforce for both software and strategic guidance. Brayden Smith, senior vice president, vendor management services, at Ncontracts, has watched the company’s relationship with Salesforce evolve. When he joined Ncontracts in 2013, the company had 25 employees, 250 customers, and an office-based culture. Salesforce was an optional tool for salespeople, who primarily operated from the field. The pivot to remote work and inside sales during the pandemic fueled Ncontracts’ growth and helped diversify its workforce. A decade after Smith started at the company, almost all of its 300 employees, many of whom work remotely, use the platform to power inside sales and to meet the needs of more than 4,000 customers as they navigate compliance challenges. In 2022, Ncontracts ranked on the Inc. 5000 for the fourth consecutive year with a threeyear growth rate of 263 percent. The shift and rapid growth would not have been possible without Salesforce, Smith says.
From selling to servicing
“Salesforce helps organizations to find, win, and keep their customers happy,” explains Lizanne Kiel, executive vice president, SMB Sales, Salesforce. “For small and midsize businesses, this starts with creating a single source of truth for their customer data.” Whether Ncontracts employees are using the Salesforce Sales, Marketing, Service, or Experience Cloud, they have a full view of the customer’s history necessary to provide high quality service. And they don’t need to “look in a hundred places to find the information,” as everything is at their fingertips, Smith explains. Smith also praises Salesforce Appexchange: “It allows us to extend Salesforce even beyond the core capabilities within their clouds.” For example, Ncontracts uses TaskRay, a Salesforce native app, for customer onboarding. When an Ncontracts team member has a question about any solution, their Salesforce partners are always responsive. For immediate troubleshooting and to learn new skills, Ncontracts turns to Trailhead, the Salesforce online learning platform.
Powering whatever is next
Smith plans to continue to “go deeper” with the Salesforce platform and explore new artificial intelligence (AI)–powered tools Salesforce is developing. “I couldn’t be more excited to work with a business that embraces change in technology and harnesses it to fuel their growth strategies,” explains Salesforce GRB account executive, Lucas Berlin, who works closely with the Ncontracts team. Smith is careful to focus on challenges and opportunities, not just the allure of technology, when devising his Salesforce growth plan. “People come to my team to ask, ‘Can Salesforce solve this for us?’ That is not really the right question. The reality is Salesforce can do almost anything you need to do as an organization,” he says. The “right questions” include those related to the potential impact of a solution and the effort needed to add a new technology. Berlin admires the approach and the way Ncontracts uses technology to improve the customer experience and drive continued growth: “Ncontracts is a prime example of how a business can exceed its goals when a unified vision is in place with its software vendor,” he says.