Vendor management boosts operational performance by consolidating processes, improving resource allocation, and creating a unified approach that drives efficiency and growth.

Having previously collaborated with IntelliSource on software implementation projects for North America, the partner sought our expertise to optimize the total department, implement processes and streamline vendor outsourcing to one consolidated team. IntelliSource crafted a comprehensive, data-driven roadmap creating a robust foundation, drawing from best practices and successful models of similar customer success teams.

An international Fortune 500 company faced substantial challenges with customer success and renewals for their software platform dedicated to university and institution systems. With limited human management on staff and a growing workload, various issues arose creating unhappy customers and decreasing renewal rates. Due to various business outcomes being managed by multiple vendors, the management of the customer success department was disjointed and service levels were declining. This external confusion, coupled with the internal complexity of multiple vendors, created a multi-faceted obstacle that hindered customer satisfaction and retention.