Customer Success Reinvention

A diversified business of SaaS and other products had a decentralized teams of customer service employees with different procedures, toll free numbers, tools and SLAs, depending on location and product line. Greg established a new set of protocols, technology enabler, SLA’s and a single toll-free number and streamlined VRU tree. The new technology was less expensive than the legacy system, yet much more powerful, and the training was based on industry best practices. The team also implemented a Net Promoter Score (NPS) system. The result was:

1. Higher customer NPS

2. 100% system capture of customer interactions

3. Faster average handle time (AHT)

4. Reduced customer wait times

5. Higher employee engagement