Tapjoy is a mobile advertising and app monetization platform that drives growth while rewarding mobile users. It connects quality advertisers with premium publishers and then rewards consumers for interacting with ads. Despite the success of its core product, Tapjoy often relied on heavily manual processes that were error-prone and time-consuming.
Running its program required a lot of coordination with advertising partners, and its verified by advertiser (VBA) process was hard to manage.
To obtain weekly verification, Tapjoy’s support team had to manually collect award data in Salesforce, enter it into 50 separate spreadsheets, and email each advertiser for approval. Input errors meant that consumers didn’t always receive their rewards—according to 97% of support tickets—and each VBA file took 3.5 hours to process.
As a forward-thinking company, Tapjoy knew that it needed automation to solve its process challenges. Using Skuid, Tapjoy set out to create a single app to streamline its VBA support process.
“The main focus during the app creation process was building a simplified user experience that integrated various Excel spreadsheets we had from Salesforce,” says Nikita Sang, Senior Operations Analyst at Tapjoy.
“We needed to streamline the gathering of data and the coordinating and sharing of information among team members, and, ultimately, to our advertisers. We were able to simplify and expedite the advertiser approval process, which gets the awards to consumers faster, creating a better user experience for everyone.”
Here are their results.
Automation reduces human error
With manual data entry, mistakes are inevitable. Whether it’s mistyping a single digit or accidentally placing data meant for one field into another, the consequences compound.
When these errors meant that consumers didn’t receive their promised rewards, Tapjoy risked undermining its value proposition and credibility with advertising partners.
Once it launched the app built using Skuid, the company saw fast improvements.
“We took a disjointed process and simplified it within an easy-to-use and intuitive dashboard,” said Nikita.
Tapjoy’s new, efficient process consolidated 50 spreadsheets into one app and improved the employee, advertiser, and consumer experience.
This approach, combined with other process optimization, has helped Tapjoy decrease its SLAs from one week to three days.
Fewer errors increase time efficiency
In addition to saving time previously spent on fixing mistakes and addressing customer tickets, Tapjoy’s new app also helped employees complete the VBA workflow much faster. What used to take 3.5 hours now takes a mere 30 minutes.
Nikita says, “Our team members really like the usability and integrated processes because it allows them to spend less time processing tickets and more time working on projects that help improve the customer experience.”
The new app has also saved 25% of one full-time employee’s work overall.
This time savings means that Tapjoy’s employees have more time to devote to deeper work. And the company can now focus less on troubleshooting and more on developing product improvements to propel it into the future.
Especially in today’s tight labor market, giving employees a better work experience is key to retention. People want to feel like they’re spending time on work that matters and making a positive impact. So, the new app was more than just a boon for Tapjoy’s customers; it also helped its employees.
“The app has enabled greater scalability while consolidating and making transparent the tribal knowledge previously held in the heads of project owners,” said Nikita. That scalability will prove crucial for Tapjoy’s continued growth.
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