How ProducePay Increased Client Retention by 96% with Highspot

New product, new go-to-market approach

Industry trailblazer ProducePay proves that a modern approach to enablement can help accelerate digital transformation, especially in traditional industries like financial services. It constantly seeks new opportunities to improve GTM performance, and technology has become a key lever behind this transformation. “I get to bring a more modern enablement strategy to a very traditional industry, which is unique,” began Danica Bangert, senior director of revenue enablement at ProducePay. 

Having a modern approach was essential ahead of a major milestone: the launch of ProducePay’s new service offering. “One of our biggest initiatives is driving adoption of our predictable commerce program,” contextualized Bangert. “It’s an offering that bundles our services. It’s definitely a new product, but it’s also a shift in how we have gone to market in the past.” The new offering could lead to considerable revenue growth, but only if ProducePay’s reps could credibly land the message with clients. 

The enablement team took responsibility for accelerating reps’ speed to productivity during the high-stakes moment. “We’re figuring out what the motion is to market this offering,” explained Bangert. “At the same time, we’re trying to give our go-to-market teams what they need to get in front of [clients].” To create consistency and reduce the risk of missteps in a regulated environment, enablement technology would be key. “When you ask reps to pivot how they’ve always sold, you have to communicate and overcommunicate,” added Bangert. “We really needed the tools to do that.” With Highspot, ProducePay found such a tool. 

Consistent experiences across the client journey

In Highspot, ProducePay found the support it needed to build consistent knowledge—and enable reps to translate that knowledge into action. “Highspot is a critical, central source of truth,” shared Bangert. “It gives reps what they need in their flow of work.” 

In particular, Digital Rooms became a key tactic for driving consistency across client touchpoints. “We leaned heavily into Digital Rooms,” added Bangert. “We use them to guide reps through a structured [client] journey and create consistency across touchpoints. It’s a guided experience that mirrors how we want reps to have conversations.” The addition of Digital Rooms resulted in a more polished client experience while also enabling reps to execute in alignment with the new predictable commercial program messaging. Using pre-built templates, reps present the bundled offering in a way that meets clients where they are in their journey. “Each Digital Room is really tailored to the stage of the deal,” explained Bangert. 

This isn’t just a pre-sales strategy. ProducePay uses Digital Rooms to drive GTM alignment and ensure smooth onboarding and consistent communication during the post-sale experience. “There’s so much that [client] success teams have to be able to anticipate and guide clients through,” noted Bangert. “We want to make sure they feel equipped to have the conversation and that clients don’t have any surprises, so the Digital Room journey is really important.” 

ProducePay’s leaders also gained crucial visibility, which enabled them to provide real-time coaching and drive deal progression. “We can see when a client engages, what they click, as well as what interests spiked and what dropped off,” enthused Bangert. “That data helps us coach reps and CSMs in real-time and adjust their strategy based on what we’re seeing in terms of [client] engagement.” Since implementing Highspot, ProducePay has boosted rep confidence by 86%, empowering them to successfully generate pipeline with the new offering. 

Quality experiences boost pipeline and retention 

ProducePay’s new go-to-market approach has been pivotal in the success of the new offering—so much so that the team has extended it into other product lines. “We’ve used Digital Rooms with our new product offering and some of our products that have been around for a long time,” shared Bangert. “We’re making sure everyone is aligned across these interactions.” 

This alignment has sparked tangible improvements. On the pre-sales side, reps deliver consistent experiences that meet prospective clients where they are. “Since rolling out our multi-product offering using Highspot, we’ve seen a pretty significant lift in rep confidence and can tie that to pipeline conversion,” enthused Bangert. Significant is an understatement: Pipeline opportunities have increased by 66%. That impact has compounded on the client success front, with client retention increasing by 96%. With a repeatable motion for delivering consistent, compliant experiences, ProducePay is ready to drive successful initiatives. “Highspot helps us along our journey,” concluded Bangert. “We can enable any sort of initiative. For us, it’s been a game changer.”