Professional Services
Professional Services Firm
Full Credential Description
As the pandemic disrupted Hollywood production and screenings across the U.S., an accounting software provider serving the film and TV industry faced significant challenges. The company experienced declining customer satisfaction (CSAT) scores, which threatened its ability to capitalize on emerging market opportunities as the entertainment industry began to recover. we was engaged to address two critical questions: identifying the root problems and determining effective solutions.
The client faced three major challenges: clients struggled to complete simple technical tasks within the software interface, customer support was inadequate, and there was a lack of communication between account managers and support teams. we initiated the process by defining key problems and identifying root causes, which included unclear roles and responsibilities, ineffective product messaging, insufficient training for both internal staff and clients, and issues with product perception.
To address these challenges, we recommended the establishment of a new customer success organization that allowed account managers to focus on high-priority clients. This involved clarifying roles and responsibilities to enable a functional customer success team. The team also overhauled training, hiring practices, and the prioritization of digital tools. A tiered service model was introduced to match high-priority customers with experienced agents, and training was emphasized to enhance client value and improve the net promoter score. As a result of these initiatives, customer satisfaction increased by 15-20%. Additionally, a new "client services manager" role was created to alleviate account management capacity, allowing for the development of long-term customer relationships.