In an effort to expand its market share, the largest CRM and marketing automation platform in LATAM, RD Station, grapples with unscalable integration challenges.
They turned the tide by partnering with Albato, unleashing powerful native e-commerce integrations that enhance their platform and elevate customer experience.
About RD Station
RD Station is a marketing automation and CRM platform designed to help companies generate leads, engage customers, and optimize marketing efforts. Founded in 2011, it is today the leading SaaS platform in LATAM.
Business results
With the no-code Albato iPaaS, RD Station achieved the following results:
Objectives and challenges
RD Station wanted to provide native integrations with LATAM’s top e-commerce platforms for their customers. The goal was to enhance the platform's offering, win more high-value customers, increase the company's visibility in the LATAM market, and stand out from the competition.
In 2017, RD Station started building integrations with third-party apps. Initially, RD Station’s in-house developers and partners handled this, but it soon became clear that such a model wasn’t scalable due to the following reasons:
This situation revealed that RD Station needed a better way to scale and maintain integrations.
Solution
After exploring market possibilities, RD Station chose Albato as their integration provider. Albato quickly delivered complex integrations with e-comm platforms and CRMs such as Salesforce, Shopify, WooCommerce, Loja Integrada, Nuvemshop, VTEX, and Pipedrive, ensuring a native user experience.
The implemented use cases included the following:
Albato integrations were seamlessly iFramed into RD Station’s UI:
The top bar with the RD Station logo is RD Station’s native UI. The area below is Albato’s iFrame from a customer’s perspective. The customer can choose from a number of pre-defined integration templates:
Or create a custom workflow from scratch:
Salesforce Solution
Here’s what Albato-Salesforce integration looks like inside RD Station’s interface from a customer’s perspective:
Salesforce is the most complex among all RD Station’s integrations, which is why Albato pre-packaged the most commonly used Salesforce scenarios as one-click customer-facing templates. RD Station’s customers can now quickly choose from the pre-defined use cases and hit the ground running.
Having said that, no two CRMs are the same. Each customer uses a different Salesforce setup with a unique set of fields, pipelines, objects, etc. To provide quick and easy customization, RD Station allowed customers to configure their custom fields inside each scenario through the gear icon in the Albato iFrame.
In the example below, a customer mapped some custom Salesforce fields to RD Station with just a couple of clicks!
The Salesforce solution proved to be the sweet spot for a templated, yet highly customizable integration UX for RD Station’s customers.
Integration Support
Albato provided RD Station with dedicated tech support for all embedded integrations. RD Station can submit any customer issue, question, or request to the Albato team via a dedicated support portal.
Albato provides support services under strict SLAs for first response and resolution times. Based on the data from 30 recent tickets, the average first response time was under 11 minutes.
It's also notable that Albato, despite managing 8 complex integrations for over 1,000 customers who generate more than 5,000,000 transactions a month, receives only about 7 support tickets monthly. This proves that Albato integrations are highly reliable on a large scale!
Next steps
The partnership with Albato has led to remarkable results. The development time for each connector has dropped from the usual 2-3 months (if done internally) to 20 days. The initial 4 heavyweight e-comm integrations were rolled out in 3 months (as opposed to 1 year if done in-house).
RD Station also saved $25K on the initial integration development and setup, and continues to save $5K monthly on integration maintenance. Customer feedback has been predominantly positive, too. RD Station users find the new integrations more intuitive, versatile, and faster-performing.
Here is how the number of new and active users grew from January 2022 to March 2024:
Encouraged by this success, RD Station is planning on expanding its integration offering with Albato integrations, and might even introduce a paid tier for enterprise-grade integrations.
Feedback
If you want to get more insights on this case study and achieve similar results, visit the Albato Embedded page or get in touch with our integration experts to schedule a demo session.
