Leading Cloud platform company improves customer satisfaction, cloud revenues and reduces churn by setting up a new Customer Success program.


Business Challenge:

A Leading Cloud Platform client was facing high amount of churn from new SMB customers who were trying to onboard their cloud platform. Client’s traditional support team was wired to be reactive and not offer a white glove experience, that was expected from these new customers.

How we helped?

  • Shared partnered with the client to setup a new proactive white glove customer success team to help onboard new customers
  • Agents were trained to resolve customer queries completely and agents remained with the clients till their issue was resolved fully
  • >Shared team build a knowledge base article library for our agents to leverage and resolve queries faster and improve first call resolution
  • SMEs were added to the team to resolve technical queries while the agents were with customers on the phone, rather than leaving them for later

Business Outcomes:

  • 70% reduction in churn, increased client new customer conversions
  • CSAT score for client went up from 1.5 to 4.7 out of 5
  • Higher consumption of client cloud resulted in increased platform revenues