Case Studies

Our Track Record

Designed Customer Health Scoring System

Formulated Customer Health Score at a $200M privately held company. Established scoring structure; analyzed operational and financial data for inclusion; defined requirements for product developers.

Results: Delivered initial scores within three months used to red-flag at-risk customers and applied these scores to forecasting. Extended scores to multiple product lines as company grew to $200M.

Forecasted Product Renewals

Forecasted quarterly product renewal revenue for a SaaS company; Developed historical reporting; correlated customer health to renewal rates; created forecasting model to distinguish trends from minor anomalies.

Results: Gross Renewal Forecasting achieved accuracy to within 90% at 12 months, and 97% within 3 months.

Built Support Driver Taxonomy

Reorganized support reporting structures to establish foundation for scaleable growth. Created support driver taxonomy within Salesforce Service Cloud Support CRM system; instituted case complexity to measure productivity.

Results: Reduced non-bug Support Case Cycle Time from two weeks to within SLA; developed tiered support system; created detailed operational dashboards.

Developed New Hire Training

Managed transition of support staffing from outsourced vendor to badged employees; developed comprehensive training modules; managed content development and delivery of a three-week new hire bootcamp program; tracked transitional metrics.

Results: New hires exceeded productivity of outsourced agents within six weeks of course completion, and achieved 80% of the productivity of tenured US agents after six months.

Consolidated Systems After Acquisition

Unified Support CRM systems after company acquisition. Consolidated reporting from ZenDesk and Salesforce Service Cloud using Domo data visualization software. Standardized data structures and processes.

Results: Current and historical reporting available within 1 month, systems consolidated into Salesforce within 4 months.

Increased Contact Response Rates

Overhauled NPS surveying; revised surveying methodology to address data quality issues within the company’s contact database; utilized Gainsight’s surveying features.

Results: Individual contact response rates increased from 8% to 23%, and targeting increased availability of NPS data from 20% to 80% of all accounts.

Simplified KPIs to Increase Renewal Rate

Launched Customer Success processes and training to refocus CSM activity on accounts’ “Business Outcomes”; Implemented structures, reporting, and training to enhance business reviews.

Results: Simplified KPIs for Customer Success Org with 20% increase in Gross Renewal Rate.

Merged 270 M Records For Sears Home Warranty

Headed product development team; Defined all functional requirements and conducted data cleansing for tool accessing customer product history spanning multiple databases; consolidated and house holded 270 M customer records.

Results: Created product that became the backbone of Sears Home Warranty data systems for use in marketing and account management.

Eliminated Customer Support Backlog

Expanded and strengthened post-sales social media response team; Assigned category leads; created QA processes; adjusted schedules.

Results: 30 day response backlog eliminated; achievement of 99% SLA; expanded availability to 7-days; grew team from 7 to 10.

Why Choose Us

Put Your Data To Work For You

Your data holds the power to fuel your business and help you achieve your most important goals. But if your data is too messy, complicated and overwhelming, it is likely costing you big. We can help you: