Driving Digital Transformation and 61X ROI: Thales' Success with Drift

Thales is a global technology leader with more than 81,000 employees across five continents. The company operates in five vertical markets — digital identity and security, defense and security, aerospace, space, and transport. Thales' cloud and data security division was seeking a conversational solution to ensure all website visitors were supported and to enhance their digital engagement. They wanted to qualify their visitors, understand their needs, and direct them to the right person. Thales had previously used live chat but was looking for a more scalable solution that offered superior analytics, personalization, routing, and alignment with their strategy.

Thales, a global technology leader, was seeking a conversational solution to support all website visitors and enhance their digital engagement. The company wanted to ensure that they could qualify the visitors and understand their needs to direct them to the right person. Thales had previously used live chat via Olark, but they needed a more scalable solution that offered superior analytics, personalization, routing, and alignment with their strategy. The challenge was to find a solution that could capture leads, route conversations to the right regional and product-focused sales team members, and provide insights to help digitally transform the business.

In 2021, Thales adopted Drift as their scalable solution. Drift helped Thales capture leads, route conversations to the right regional and product-focused sales team members, and provide insights to help digitally transform the business. Thales developed a robust strategy for their Drift deployment, creating chat playbooks tailored to product, use case, industry, and landing pages. They also provided a way for users to skip the form on their Contact Us page. Thales had a team of SDRs across the Americas, EMEA, and APAC who were ready to engage leads more quickly than traditional form fills. This strategy allowed Thales to stay ahead of the competition and remain top-of-mind for prospective customers. Drift also gave Thales insight into what was top-of-mind for website visitors and how their website could support that timely, important information.

• The implementation of Drift has transformed Thales' buyer experience. The team can now meet buyers precisely where they are on their journey, whether it's aiding buyers in the information-gathering stage or converting highly-engaged leads into opportunities. The platform has also given Thales insight into what's top-of-mind for website visitors, allowing them to improve their website and develop new playbooks to address specific features. Additionally, Thales has been able to deflect traffic away from their support team and provide a better level of service to customers by identifying support use cases and developing smaller self-service Drift playbooks internally. This has allowed them to address issues within the chat rather than requiring the person to open up a support ticket.

• 61X ROI within a year of implementation

• 1.8%+ conversation to email conversion rate