Table of Contents
Impact
Founded in 2014, OvationCXM has rapidly grown into a leader in customer experience management, trusted by industry giants like PayPal, Bank of America, Fortis, and GoDaddy. Specializing in regulated industries like financial services and healthcare, OvationCXM bridges the gap between siloed systems, enabling seamless, compliant, and customer-centric interactions. With Series C funding and a team of 200+ experts, OvationCXM is redefining how businesses deliver value at every stage of the customer journey.
However, their initial integration process posed significant challenges. Faced with the task of connecting multiple CRMs and maintaining the integrations, Ovation needed a streamlined solution. They turned to Cobalt for help, and the results have been nothing short of transformative. We sat with Prayas Tiwari, Senior Product Manager of OvationCXM, to understand their integration need.
The Challenges
Building individual connectors | High maintenance efforts | Integration Bottlenecks
As OvationCXM grew, the company faced increasing demands for scalable integrations across multiple CRMs and systems. The complexity of working with regulated industries meant that compliance and security had to be prioritized while maintaining a high-quality customer experience. Ovation’s internal team was struggling with the time-consuming process of building and maintaining individual connectors, which hindered their ability to meet the expanding integration needs.
The need for seamless, real-time integrations to onboard clients and solve integration issues between different CRM systems became critical. The internal team faced long development cycles and maintenance challenges, slowing down their ability to deliver new features and customer solutions at scale.
Solutions
Seamless Integration with Cobalt | Efficient Data Management | Enhanced Flexibility & Scalability
OvationCXM chose Cobalt as their integration partner to streamline their processes and accelerate integration development. By leveraging Cobalt's platform, OvationCXM was able to automate key tasks, including CRM integrations, data processing, and ensuring compliance. With Cobalt’s developer tools and low-code options, Ovation could easily manage integrations without needing extensive custom coding.
The integration with third-party platforms became faster and more reliable. Using Cobalt’s orchestration features, OvationCXM was able to manage data across its internal systems and external applications seamlessly, resulting in smoother customer journeys and faster time-to-market for new features.
Cobalt's flexibility allowed Ovation to create scalable integrations that could evolve with their growing needs. The ease of managing APIs and automation through Cobalt's interface empowered Ovation to stay ahead of customer demands without the need for complex, custom-built solutions.
Impact
6X Faster Development Time | Significant Time Savings | 53% Reduction in Total Cost of Ownership (TCO) | Improved Customer Experience
With Cobalt, OvationCXM experienced a 6X increase in agility. What once took up to 2 months to integrate now happens in a matter of hours, allowing Ovation to focus on delivering high-quality customer experiences rather than spending time on manual integrations.
Ovation’s teams, especially in product and development, have been able to save valuable time, with key processes like monthly reporting, onboarding, and data synchronization now happening much faster.By eliminating the need for extensive custom coding and reducing the time spent on integration management, Ovation achieved a 53% reduction in TCO.
The reduced overhead means more resources can be directed towards growing the business and serving customers.The integrations powered by Cobalt have directly contributed to OvationCXM's ability to deliver a better, more consistent customer experience. By automating processes and ensuring smoother connections between systems, the company has enhanced its ability to meet customer needs in real time.
Conclusion
OvationCXM’s partnership with Cobalt has empowered them to accelerate their integration development and scale seamlessly. By cutting down integration times, reducing costs, and enhancing operational efficiency, Ovation has positioned itself as a leader in customer experience management, with a future-proof integration strategy in place.
With Cobalt handling the complex integrations, OvationCXM can now focus on what matters most—delivering top-notch customer experiences in regulated industries, all while meeting compliance standards and reducing operational overhead.