CASE STUDY

Customer Experience

Making improvements across all customer touchpoints

As the platform and product strategies evolved, it was critical to align the customer experience to a more structured, packaged approach that would reduce costs and gain efficiencies, while removing duplication of effort. 

Customer Support

• We took the initial step of assessing talent and skills with the goal of combining the support teams into one and training them to field questions on the end-to-end solution. 

• We then segmented our customers and created a tiered support system to ensure larger revenue clients were handled appropriately.

• From a systems perspective, we merged into a single ticketing system and ensured that all self-service information and ticket creation options for clients were easy to use, covered the full suite of products, and routed to the correct contacts.

• We developed the proper KPIs and reports needed to discern further improvements to enhance the client experience.

Implementation

• Project delivery and time-to-revenue were evaluated and areas for improvement were found including the need to implement a more firm scheduling process at kick-off that would reduce risk with go-live dates.  

• We added additional client resources such as ongoing pre-training and pre-implementation content, making the process more effective and customer-friendly, especially around the configuration and testing process.  

• We partnered with the development team to identify administration and configuration improvements that could further improve efficiencies.  

Customer Success

• At the time of acquisition, neither company had a customer success function in place. We hired a leader to initiate the process, creating an opportunity to gain a better understanding of client temperature as well as generating upsell/cross-sell opportunities.

• The team was then built and the processes were defined for initial outreach and documenting and reporting on their findings. 

• The CSM team helped develop and execute a "Heal Desk" to identify clients with satisfaction issues where executive and cross-functional engagement was helpful.