They wanted to outsource but they had done before and were not satisfied with the results
Their annual client retention rates were not as high as they would have liked
As a result they turned to CloudTask, who help companies increase their customer
satisfaction and retention at a lower cost than an in-house team.
A Customer Success Manager (CSM) followed up with recently acquired clients or customers who were not actively using their software to its full capacity.
Used CRM data to identify common pain points and reported these so they could be addressed in the company’s strategy.
The CloudTask Managed Team included
Customer Success Manager
4 X Customer Support Reps
Quality Assurance Coach
Increased average Net Promoter Score by 0.8 points within 6 months
Increased annual client retention rates by 10% and retention rates of new customers by 20%
Session times on IRI software improved by 2 minutes
The CloudTask team quickly got up to speed with our software. They were able to transfer this knowledge effectively to our clients, and we saw much higher usage rates and a better NPS score.