“The CloudTask team got up to speed with our software incredibly quickly. They were able to transfer this knowledge effectively to our clients, and we saw much higher usages rates and NPS numbers in just 6 months.”
David Friedland CEO
Since 1978, IRI has developed the most price-performant data management and manipulation software, and are a leading provider of data discovery, integration, migration, governance, and analytic software and solutions. In July 2016, they signed up for CloudTask’s Managed Service for Customer Support.
IRI found that hiring all of their customer support staff on-site in the US was expensive in terms of office space, salaries and equipment.
They wanted to outsource customer support work but they had previously outsourced customer service tasks and were not satisfied with the staff.
Their 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.
A support team of Colombians with native English skills and US heritage based on the same time zone as New York.
A team extensively trained in client success and communication style best practices, who were quickly on-boarded and ready to handle client queries.
A Customer Success Manager (CSM) to follow 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 to the IRI management so they could be addressed in the company’s strategy.
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% thanks to the support of the Customer Success Manager.
Ensured 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.
Customer Success Manager
Follow up with new or inactive customers
Customer Support Agents
Handling Incoming Queries
Strategic planning and continuous improvement
Quality Assurance Analyst
Analyze data and assess effectiveness of outreach
Improve customer satisfaction and retention rates with trained support experts