Business Issue

A leading financial services SaaS provider aimed to transition from on-premise products to cloud-based solutions while integrating acquisitions. Despite technical success in launching cloud products, internal processes, particularly in Customer Support, remained aligned with the on-premise model. This misalignment led to high operational costs and decreased customer satisfaction. Recognizing the need for change, the executive team sought to enhance responsiveness and scalability in customer-facing functions to reduce costs and improve Net Promoter Scores (NPS).

 

Approach

To address these challenges, we suggested a structured and comprehensive approach:

  1. Formation of Specialized Teams: Senior Leadership Team members were tasked with leading specialized teams to redesign each customer-facing function: Sales, Professional Services, Customer Support, and App Support.
  2. Adoption of Best Practices: Leveraging industry best practices, Customer Support was transformed into a Customer Success organization. This involved creating new roles and customer segmentation, including dedicated teams for customer onboarding and engineering support.
  3. Revamping App Support: The App Support structure was redesigned into 24×7 Case Resolution teams aligned with specific products. This restructuring aimed to ensure accountability and capability for resolving end-to-end customer issues.
  4. Integration Planning: An integration plan was developed to merge multiple points of entry for customer case submission. This included establishing routing rules based on urgency and team skills, along with updating customer documentation on Customer Success and Case Resolution.

 

Business Impact

The transformation we provided our client yielded significant results:

  • $5M in annual cost savings: Streamlined operations and improved efficiency reduced operational expenditures.
  • 50-60% reduction in case turnaround time: Enhanced processes and specialized teams led to faster issue resolution.
  • 20-40% increase in NPS among customers: Dedicated Customer Success interfaces and improved case resolution capabilities boosted customer satisfaction.