Building and Servicing Customer Relationships
Our client is an innovative, multinational technology company specializing in cloud communications and workstream collaboration solutions. The company’s cloud platform offers unified communications services (UCaaS), contact center services (CCaaS) and communications platform services (CPaaS) to enterprise businesses and call centers at 100,000+ locations in 200+ countries.
Our client brought to market its cloud-based unified communications platform. The all-in-one UCaaS solution employs a private phone network that allows users to fully integrate calling, team messaging, video conferencing, file sharing and other collaborative functions from any device or location via the cloud.
They needed to rapidly scale their customer success team while defining and implementing the necessary systems, playbooks and processes to help improve their cloud-based UCaaS customer outcomes. This required a partner familiar with their customer success structure that could quickly execute a platform and an operations solution for supporting customer engagement, servicing and retention.
Customer Success Defined by Customer Results
Sutherland packaged its consulting, research, marketing and analytics services into a proactive, adaptive approach to nurturing and servicing customer relationships throughout their life cycles. This included creating a customer journey map, defining the engagement plan playbooks and deploying customer success managers (CSMs) globally to augment our client’s personnel to boost the company’s customer success and engagement capabilities.
CSMs deployed in the Americas, EMEA and APAC regions provided the ability to service customers in English, French, Canadian French, German, Spanish, Italian, Dutch, Portuguese, Mandarin and Malay. Teams built processes and playbooks to ensure global consistency while meeting regional customer nuances. Additionally, Sutherland implemented the customer success management platform Gainsight. This tool provides CSMs with a comprehensive Customer 360 view along with powerful analytics to help the company scale and deliver better customer outcomes.
Our client was able to build high quality, scalable global customer success teams while saving time and money with Sutherland’s customer success solution. The client achieved scale and multilingual capabilities; both are quintessential foundational elements for a rapidly growing global service provider. The client saved time, cutting its platform ramp-up time by 50 percent compared to its initial implementation strategy. Sutherland customer success managers helped the company reduce its churn significantly, providing industry-leading customer experience and satisfaction.