Global software company shrinks its tech stack with Cleverbridge

How a content automation platform eliminated integration complexity, reduced churn, and saw an 8% lift in payment success rates.

The challenge

A global enterprise content automation company was struggling with a stitched-together ecommerce stack — where every tool required custom integrations, constant maintenance, and manual oversight.

The company’s billing environment included one platform for payments and subscriptions, another for its ecommerce backend, and disparate marketing tools to handle renewals and other customer communications. Each system needed to integrate with one another and, on top of that, all data had to sync back to Salesforce, the company’s CRM.

While cost-effective at first, the setup was fragile and riddled with pain points. Failed renewal payments and involuntary churn were common (e.g., due to expired credit card information), backend errors ate up internal resources, and even basic tasks like license fulfillment or payment reminders created friction — internally and externally.

“We were Frankensteining systems together, which caused problems,” said the company’s CIO. “Most of the problems were on the backend and required a lot of cleanup. As you can imagine, that’s human capital, resources, and opportunity costs in terms of doing other things like focusing on growth and customer retention.”

The solution

After experiencing a Cleverbridge-hosted checkout as an end user, the CIO decided to explore the platform in-depth — and quickly realized it could replace their cobbled-together tech stack with something far more efficient.

 “A lot of stuff looks great in a demo, but then you start to peel away things and find out what it can actually do versus what it says it can do. That's always the differentiating factor,” said the CIO. “Having such a great user experience with Cleverbridge showed me what the software was capable of in a very real and tangible way and proved that it was possible for us to deliver a similar kind of experience.”

The company migrated to Cleverbridge with no disruption to online sales. In short order, they consolidated multiple disjointed systems into one unified platform for payment processing, subscription management, customer communications, and backend configuration — all connected to Salesforce through a native integration.

Furthermore, Cleverbridge’s built-in reporting tools provided greater visibility and insights that were previously unattainable, while revenue retention tools helped prevent payment failures before they occurred, turning a reactive issue into a proactive solution.

The results

Since partnering with Cleverbridge, the company has seen measurable improvement in key performance areas. Global credit card authorization rates have increased by 8%, driving higher conversion rates while minimizing involuntary churn. Additionally, by consolidating multiple vendors into a single, trusted partner, the company has successfully lowered its total cost of ownership.

Operational efficiency and customer experience have also improved, thanks to the elimination of technical overhead and a significant reduction in support ticket volume for purchase and post-purchase errors.

“The customers were right for submitting tickets before, it was not a good experience,” noted the company’s CIO. “Now we’re providing a better experience, which is a win for them and also for us since we’re not having to spend time sorting out those issues.”

The company has also found value in the partnership itself — tapping Cleverbridge for strategic insight, performance benchmarks, and hands-on guidance that helps them experiment and grow with less risk.

“At the end of the day, software is software,” said the CIO. “With Cleverbridge, it feels like a true partnership. They’re experts in the space and stand behind the product, which has really impressed me, having worked with so many different software vendors over the years. We’re looking forward to building on the success we’ve already established.”