Turvo Case Study

OVERVIEW

Turvo is the world’s first multi-enterprise, collaborative platform specifically designed for the

global supply chain that allows shippers, logistics providers and carriers to digitally transform

workflows. The company wanted to scale its operations through the automation of standard

processes to enable its Onboarding and CSM teams to spend more time on activities that

enhance customer experiences.

nCloud Integrators assisted Turvo with its Gainsight Essentials Plus implementation.

Kimber Morgan, Customer Success Manager of Digital at Turvo, discusses some of the

immediate results achieved by streamlining its customer journey.

KEY OBJECTIVES

Turvo’s first priority was to achieve a higher level of automation.“As we scale our business, we need to automate our repetitive, day-to-day processes,” states Kimber. “We have some good standard operating procedures in place, but we want to ensure that every customer is experiencing the same journey across the board and that the process is easy for our teams to replicate.”

Another objective was to drive action based on specific customer data. The company had a lot

of great data floating around, but individuals had to manually find it and put it into a usable form.

RESULTS

Automating Turvo’s NPS (Net Promoter Score) survey, which was a completely manual

process, saved the company a significant amount of time and is now actionable immediately

with CTAs (Calls-to-Action) after a response is received from the customer. One person would

spend, on average, two days per week gathering the information from customers and putting it

into a usable form. Now, it's all automated, running on a regular cadence – and based on the

results, various teams within the company can pull reports or take action based on specific

responses.

“Another huge time-saver for us is just having the standard email templates ready to go out. It has improved our ability to scale exponentially because we're not having individuals on our teams type out new emails every single time,” states Kimber.

Turvo is just starting to build out its digital-touch program with a goal of scaling the customer

journey. The first step is identifying those repeatable steps that should be automated, such as

standard emails or links to training sessions. This will allow the teams to spend more time on

quality activities, such as answering specific questions, so customers have an enhanced

experience.

“We have already experienced significant time savings with some of these automated processes and being able to assess risks quickly. I would say that the time it takes our team to onboard a customer has gone down by 10 days,” states Kimber.

In addition, Turvo automated an adoption workshop campaign through Journey Orchestrator,

which allows the company to run adoption campaigns as a standard practice across the

company instead of on a customer-by-customer basis. This program has already increased

adoption of specific product features.

Kimber continues, “The handoff and collaboration between the Onboarding and the CSM team

has also improved exponentially. This is due to the fact that we have all the communication

history in the timeline as well as access to the data around what the customer was able to

accomplish during the onboarding process.”

PROCESS

Turvo had access to a lot of data but needed nCloud to help with an action plan for using the

data to drive the desired outcomes. nCloud Integrators assisted with the integration of data from

five different systems to help build out automated processes, develop CTAs and drive

standardization in the customer journey.

“The nCloud Integrators consultants were invaluable resources throughout our onboarding process. They had an in-depth, technical understanding of Gainsight as well as the background about best practices in the Customer Success industry,” states Kimber. “Our entire team was really impressed with how nCloud’s consultants were so well versed and able to easily answer all of our questions. I just can't imagine the amount of time that it would have taken our team to go-live with Gainsight without the assistance from nCloud Integrators.”

Whenever the company had questions, the nCloud team provided detailed information about

how other companies are successfully doing the same set-up or process, as well as how Turvo

might make some changes based on its industry or customer journey.

“The structure of the nCloud onboarding is really set up to ensure that we would be successful.

The cadence and detail provided within each workshop provided us with the information and

skills we needed to move forward independently,” states Kimber.