Integrate, the leader in Precision Demand Marketing, wanted to elevate their Customer Success Managers (CSMs) by giving them the tools and support to be more strategic with their customers.
“Our customers need to see us as trusted advisors and advocates for them,” states Scott Thomas, Vice President of Customer Success with Integrate. “To do this, our CSMs have to be able to manage their accounts in a new way that is not hampered by a lack of automation or having customer information in various locations.”
Integrate worked with nCloud Integrators, a leader in customer success strategy and Gainsight implementation services, to put together a plan that would allow CSMs to answer the question: ‘What can I do to move my accounts forward?’
Integrate CSMs can now focus on value-added activity by having all the information in one location and an accurate health score, so they can focus on the accounts that need attention. They are also able to manage customers consistently across the company.
“With so much growth, we needed a solution that helps us build teams and operations that can scale with this growth,” states Melissa Malcolm, CSM Operations Manager with Integrate. Account reviews are now consistent company-wide, and the entire team, whether it’s a seasoned CSM or a new person joining the company, can quickly learn how to effectively work with customers.
nCloud’s Accelerate Methodology enabled Integrate to go live with Gainsight’s leading Customer Success Management platform in eight weeks. “nCloud’s consultants started by documenting our overall goals, and then presented us with a plan with manageable steps that allowed us to meet these goals in a way that was not overwhelming,” continues Malcolm. “The information was presented at a pace that lets you absorb the information, ask questions, and then feel comfortable putting the processes into production.”
CSMs now work more efficiently and manage more customers by using a combination of automated processes and tools to quickly identify risks and growth opportunities. “We are continuing our relationship with nCloud and working with its Expert Services team to automate even more processes and add tools so managers can make better decisions by viewing customer reports and dashboards at a macro- and micro–level,” states Thomas.
About nCloud Integrators
nCloud Integrators can help you define what customer success means for your business. Every year, nCloud’s team of experts assists hundreds of customers in building or improving their customer journeys through executive-level strategic services and technical implementation expertise. For details on nCloud’s services and decades of software industry services experience, visit www.nCloudIntegrators.com.