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Case Study

Streamlining Vendor Management
+ Enhanced Operational Efficiency

An established SaaS company transitioned their customer experience process from 7 vendors to one strategic partner while positioning the company for stronger results and growth.

  • Business Process Outsourcing

  • Total Talent Management

  • Recruitment Process Outsourcing

  • IS Accelerator

Key
Results

0K
Renewal opportunities generated by the team within the first fiscal year
0%
Average renewal rate achieved through enhanced customer engagement and improved service delivery

Summary

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.

Industry

Software as a Service

Challenge

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.

Impact

Increased accountability and alignment with customer needs led to substantial improvements in their software program.

Approach

Talent Optimization

We identified the right talent through our extensive network, ensuring the best fit for rapid team assembly and immediate impact.

Knowledge Utilization

Leveraging our deep domain expertise in software sales and support, combined with actionable feedback from their customers, we devised a solution to meet the specific needs of the university program.

Accountability Enhancement

By creating an accountable resource dedicated to the university program, we ensured a streamlined approach to managing customer interactions and issue resolution.

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