Audio, music, video, and media technology company Avid experienced unprecedented features, service, and support with FastSpring.
"What really impressed me when we initially explained the situation to FastSpring leadership was that they got their act together. I mean, I have never been in any evaluation where that many people were getting on a call within hours' notice, and then providing the right level of expertise and feedback, listening to what challenges we were facing, and coming back with the proposal within literally 24 hours."
Sameer Khasnis, SVP Enterprise Technology, Data & Digital Enablement
Avid is an audio, music, video, and media technology company that empowers creators worldwide. Specializing in news production, video postproduction, audio post, live sound, music creation, and education tools, Avid is perhaps best known for its software such as Pro Tools and the Avid suite of video editing tools, but its diverse offerings for creative people include music notation software and industry-leading newsroom and broadcast tools, among others. Avid’s software and plugins are used by 3.5+ million audio creators to create sound, garnering 18 Emmy Awards for audio innovation.
After a two-year initiative to modernize their ecommerce stack, Avid found themselves in an unexpected position: Avid’s global ecommerce payment provider was winding down operations, and Avid needed an alternative on extremely short notice.
Avid’s ecommerce business was one of its fastest-growing businesses, so the team needed to minimize any risk of disruption — including missed renewals, lost sales, or customer churn.
There was no time for a typical vendor RFP cycle. Avid needed to find a global online payments platform and merchant of record (MoR) that would leverage Avid’s recent investment in a new composable commerce stack and get up and running as quickly as possible.
As Avid researched potential payment partners, FastSpring quickly emerged as the standout candidate due to:
That proposal was:
It was clear that the FastSpring team was committed to helping Avid minimize churn, protect Avid’s bottom line, and avoid impacting the customer experience.
This was unlike any experience the Avid team had ever had with a technology vendor. FastSpring stood out not just in terms of technical differentiation through the platform it has built and how it built it, but also because FastSpring provided valuable expertise and appreciated what Avid had built.
FastSpring delivered far beyond the sales process, and Avid saw fulfilled promises thanks to FastSpring’s diligent followthrough. Unlike many companies that position themselves as “plug and play” solutions with little to back it up, FastSpring was able to provide:
Avid also credits FastSpring’s calm, methodical subscription migration team collaborating with Avid, with both teams working together to overcome the pressure of the situation.
1. Strong Platform Performance: The FastSpring platform’s uptime and latency times are top notch, and FastSpring’s lightweight APIs help Avid maintain optimal performance across their stack.
2. Responsive, Collaborative Support: During onboarding, FastSpring worked closely with Avid in a highly collaborative and responsive way — providing hands-on support, rapid troubleshooting, and real-time communication to keep implementation on track and momentum high.
3. Easy Local Currencies and Popular Payment Methods: Right out of the box, Avid was able to leverage all major currencies with just configuration, and without any changes to their existing processes and back office workflows (something they had not seen from a payment platform before). This included new payment options such as Apple Pay and Google Pay, which were also not available on their old payment platform.
Within the first few weeks, Avid saw approximately 4% of their transactions coming in through Apple Pay and Google Pay. As those subscriptions are rebilled, Avid expects to see a higher rate of billing success and a reduced churn rate on those subscriptions, adding to the long-term benefits of using FastSpring.
4. Flexibility With Customer Notifications: Avid surveyed the available MoRs on the market, and when compared to another frontrunner, FastSpring provided the most flexibility and customization for customer notifications.
Avid needed control over the process of notifying customers when a subscription is billed, if a subscription fails, or for dunning management. While the other MoR provided very little control or flexibility on those communications, FastSpring was able to deliver.
Thanks to the impressive efforts and expertise of FastSpring’s team and the flexibility of FastSpring’s platform, Avid is confident they’ve found the best partner to help them continue and expand their global SaaS and software business.
Are you looking for a merchant of record that will partner with you to grow your business internationally? FastSpring provides an all-in-one payment platform for SaaS, software, and digital goods businesses, including VAT and sales tax management, payment localization, and consumer support. Set up a demo or try it out for yourself.
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