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Challenges

  • icon-check-greenIRI found that hiring all of their customer support staff on-site in the US was expensive in terms of office space, salaries and equipment.
  • icon-check-greenThey wanted to outsource customer support work but they had previously outsourced customer service tasks and were not satisfied with the staff.
  • icon-check-greenTheir annual client retention rates were not as high as they would have liked and they wanted to improve their customer service so they could satisfy clients.
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Solutions

  • icon-check-greenA support team of Colombians with native English skills and US heritage based on the same time zone as New York.
  • icon-check-greenA team extensively trained in client success and communication style best practices, who were quickly on-boarded and ready to handle client queries.
  • icon-check-greenA Customer Success Manager (CSM) to follow up with recently acquired clients or customers who were not actively using their software to its full capacity.
  • icon-check-greenUsed CRM data to identify common pain points and reported these to the IRI management so they could be addressed in the company’s strategy.
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Results

  • icon-check-greenIncreased average Net Promoter Score by 0.8 points within 6 months.
  • icon-check-greenIncreased annual client retention rates by 10% and retention rates of new customers by 20% thanks to the support of the Customer Success Manager.
  • icon-check-greenEnsured customers were more regularly using IRI software. The average client login session increased by 2 minutes as well as the number of software functionalities used.

Staff

customer success manager

1

Customer Success
Manager

Follow up with new or inactive
customers

customer support agent

4

Customer Support
Agents

Handling Incoming Queries

improve customer satisfaction

1

Account 
Manager

Strategic planning and continuous
improvement

quality assurance analyst

1

Quality
Assurance Analyst

Analyze data and assess
effectiveness of outreach

Improve customer satisfaction and
retention rates with trained support experts