Skip to main content

Mergen named ServiceNow Elite Partner and Center of Excellence of the Year

CASE STUDY

B2B SaaS: Marketing Cloud Journey Orchestration Across Trial → Paid → Expand

A B2B SaaS company built end-to-end Marketing Cloud journeys spanning trial signup → paid conversion → expansion. Trial-to-paid conversion up 28%.

May 9, 2026 · 2 min read · By admin
At a glance
28% CHANGE
Industry
Technology
Topics
Marketing Cloud · Salesforce
Published
May 2026
Headline outcome
28% Trial-to-paid conversion: up 28%

Measured outcomes

What this programme actually delivered.

28%

Trial-to-paid conversion: up 28%

+9

Net Revenue Retention: +9 percentage points

31%

Customer-message volume: down 31% (no duplication)

+14

Customer-success NPS: +14 points

The challenge

A B2B SaaS company had distinct teams (demand gen, customer success, expansion) each running their own marketing automation in different tools. Customers got duplicative or contradictory messages.

What we built

Single Marketing Cloud journey spanning the full lifecycle. Triggers from product usage (via Data Cloud) influence messaging. Customer-success and expansion teams contribute to journey design without owning separate tools.

Outcomes

More from Case Study

View all case studys →
Case Study

Commercial Real Estate REIT — Facilities Workflow Across 1,400 Properties

A commercial real estate REIT unified facilities ops across 1,400 properties on ServiceNow Workplace Service Delivery.

Read →
Case Study

Major Airport Authority — Operations Platform Modernization

A major airport authority unified IT, facilities, and stakeholder ops on ServiceNow — 92M passengers annually, zero ops outages.

Read →
Case Study

Global Shipping Line — Port-Call Management on Now Platform

A top-10 global shipping line digitized port-call coordination across 380 ports — voyage delays cut 22%.

Read →

Ready to talk
about your next initiative?

Connect with a Mergen architect to scope an outcome-led engagement.

💬

Talk to an Expert

Connect with a certified architect and explore how Mergen can accelerate your transformation.
📋

Get a Free Assessment

Receive a comprehensive platform health check and a prioritized roadmap.
📖

View Success Stories

See how organizations like yours achieved measurable results.
🚀

Start a Project

Ready to go? Tell us about your initiative and we'll scope an engagement in 48 hours.
Contact Book Demo