Case study: Rise Helps the start-up Eye2scan build a Customer Success Structure to Support Growth

Overview

Eye2Scan is a start-up specializing in software solutions that automate accounting and operational controls for audit and internal control purposes. With a focus on serving large international companies, Eye2Scan caters to professionals within the legal and audit compliance departments who are seeking streamlined and strengthened processes to ensure compliance with local laws.

Challenge

At Eye2Scan, the client is at the heart of their strategy, and they prioritize providing the best and most relevant service to their clients. As a fast-growing start-up in the software solutions industry, Eye2scan required a robust customer strategy to support its rapid growth.

Rise was engaged to optimize Eye2Scan's operations and ensure seamless customer experiences.

Rise's solutions

> 2-hour Review Meeting

> 1 proposal

> 8 hours of Virtual Meetings

> 6 key processes and workflows.

> 2-page Customer Communication Guidance

> 1-pager Customer Success KPIs

> 3 Client-facing Templates ready to use

> 2 thorough reviews with Eye2Scan

Assessment Session

We conducted an assessment session to understand how Eye2Scan currently works with their clients. During this session, we identified areas for optimization and made recommendations on what needed to be done to ensure a smooth integration of their consumer success team.

Based on Eye2Scan's goals, Rise. identified key elements that needed to be implemented to build a successful customer success structure. These elements included:

Build Process for Key Milestones

Rise. helped Eye2Scan build a process for each key milestone of the post-sales activity, including onboarding, activity review, and renewal. This process helped the CSM team to be more efficient and ensure that all clients were taken care of in a timely and effective manner.

Produce a CSM Handbook

Rise. created a handbook for Eye2Scan's CSM team, which provided them with the necessary information, procedures, and tools to effectively carry out their role. This handbook ensured that all team members were on the same page and provided consistency in their approach to customer success management.

Client Presentation Templates

Rise. built client presentation templates for the CSM team to use for each of the key milestones. These templates ensured that each client received a consistent and professional presentation, which helped to build trust and confidence in Eye2Scan's services.

Setup clear KPIs for their future Customer Success Managers

During our project with Eye2Scan, we also worked on defining their key performance indicators (KPIs) to track their progress and ensure that they were meeting their goals. The KPIs we developed were aligned with Eye2Scan's business objectives and focused on areas such as customer satisfaction, revenue growth, churn rate, and sales performance.

Impacts for Eye2scan

1. Eye2Scan is ready to grow and well prepared for the arrival of their new Customer Success Managers recruitment.

2. Eye2scan is reassured on the professionalisation of their process to ensure the support of their growth.

3. Eye2Scan is standing out in a competitive market with an excellent customer-centric teams.

Contact us today to discuss how we can support your business in setting up a customer-centric strategy that will propel you ahead of the competition.

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