Portfolio & Case Studies

Problem: The company was scaling rapidly, with a growing product portfolio of 20+ products and global expansion. The customer service team, originally serving a handful of products, struggled to meet the increasing demand and complexity. Attrition was high, and there was a lack of centralized processes.

Strategic Design: Led the development of a CX strategy focused on operational excellence. Introduced new tools such as Salesforce Lightning, Gainsight, and Speech Analytics to improve customer support. Created a “customer-first” culture by aligning executive leadership with clear customer-centric goals.

Team Expansion & Automation: Built a team of 1600 employees across regions and implemented RPA (Robotic Process Automation) to handle repetitive tasks. Enhanced self-service through AI-powered chatbots, reducing contact volume by 12%. Introduced community platforms and knowledge bases for efficient customer issue resolution.

Metrics:

• Increased CSAT to 95% (up from 85%).

• Reduced cost of service by 35% through automation and AI.

• Grew professional services revenue by 5.4X.

• Reduced attrition by 30%.

• Proactively addressed customer concerns through the newly implemented “at-risk” accounts team, improving customer retention by 30%.

Technological Integration: Deployed Salesforce Lightning for omnichannel support and Gainsight for customer success. Implemented chatbots and community forums, saving millions annually through better issue resolution.

Overcame resistance to change from employees and customers by emphasizing the value of CX initiatives, using clear communication, and showcasing quick wins.

Managed cultural shifts while scaling operations globally, maintaining focus on delivering a seamless, high-quality customer experience.

Problem: The company underwent several mergers and acquisitions, leading to fragmented customer support systems and inconsistent processes across teams. Operational inefficiencies were rising, and new systems had to be integrated swiftly to ensure continuity.

M&A Strategy: Led the integration of multiple acquired companies into a unified support structure. Developed an operational playbook for streamlining processes, aligning teams, and transitioning customer data.

Technology & Process Alignment: Leveraged existing technologies like ServiceNow and Salesforce, ensuring the seamless migration of customer support data and minimizing service disruptions.

Key Metrics:

• Reduced operational costs by 25% through system consolidation.

• Improved service level adherence by 15%.

• Standardized customer support processes across multiple regions.

• Improved employee satisfaction post-integration by 18%.

M&A Success: Successfully integrated the support functions of 3 acquired companies into the global support network, contributing to a seamless customer experience post-merger.

Tackled challenges of system integration and data synchronization between acquired companies, ensuring that no customer data was lost during the transition.

Managed cultural differences between the acquired teams, fostering a unified approach through leadership training and clear communication.

Problem: The client faced inefficiencies in global service delivery operations, inconsistent service quality across regions, and a fragmented customer experience. Scaling operations to meet increasing demand was a priority, but the current systems were inadequate for global coordination.

Operational Design: Led the redesign of the global service delivery model, consolidating disparate systems and standardizing workflows. Introduced cloud-based platforms (Salesforce, ServiceNow) to streamline communication and improve service delivery consistency.

Team Structuring & Upskilling: Built a cross-functional team to drive global standardization, focusing on upskilling the team through targeted training programs and leadership coaching.

Metrics:

• Increased NPS by 30%, reflecting improved service consistency.

• Reduced operational costs by 25% through process optimization.

• Decreased issue resolution time by 40% with integrated service management tools.

Technology & Integration: Implemented a unified cloud-based platform, consolidating communication across regions and reducing manual effort by 50%, freeing up resources for higher-value tasks.

Overcame resistance to new technologies by demonstrating quick wins and continuous support.

Aligned global teams through strong leadership and clear communication, ensuring buy-in and successful adoption of the new model.

Problem: As the company expanded globally, customer support was becoming increasingly complex and slow. High demand, long response times, and inconsistent support quality were affecting customer satisfaction and retention.

AI & Automation Integration: Spearheaded the deployment of AI-powered solutions like chatbots and predictive analytics to automate customer interactions and personalize experiences. Implemented a robust CRM system (Salesforce) to improve cross-team collaboration and manage complex queries.

Process Redesign: Streamlined workflows, reduced manual intervention, and used data-driven insights to enhance decision-making in real-time.

Key Metrics:

• Reduced average response time by 30%.

• Increased CSAT to 92% (from 80%).

• Reduced ticket volume by 15% through self-service and AI chatbots.

• Improved resolution time by 40%, reducing overall cost-to-serve by 20%.

• Boosted customer retention by 25%.

Technological Integration: Deployed AI chatbots that handled 20% of customer queries automatically, saving over $2M annually.

Overcame initial resistance from teams hesitant about AI integration by showing data-backed results and piloting small-scale projects to demonstrate effectiveness.

Addressed integration issues across diverse systems and platforms, ensuring a smooth and unified experience.

Problem: Customer success operations were siloed, leading to missed upselling opportunities and a lack of proactive engagement with high-value clients.

Customer Success Revamp: Created a unified customer success team to manage both retention and revenue growth. Introduced a comprehensive customer health score model using Gainsight and Salesforce, enabling proactive intervention for at-risk accounts.

Revenue Expansion Strategy: Trained the team on upselling and cross-selling strategies, establishing clear KPIs for growth. Enhanced account-based marketing (ABM) tactics to increase engagement and drive higher lifetime value.

Key Metrics:

• Increased Net Revenue Retention (NRR) by 20%.

• Generated an additional $10M in upsell revenue.

• Achieved 30% growth in customer engagement within 6 months.

• Improved customer health scores by 25%.

Revenue Impact: Led the team to secure multi-million-dollar renewals and upsell opportunities with top clients, significantly increasing overall revenue.

Overcame initial skepticism about proactive engagement strategies, leveraging data to showcase the potential for higher revenue through existing customers.

Managed the shift from reactive to proactive customer success through intensive training programs and new account management practices.

Problem: The company's service delivery model was outdated, with long onboarding times and inefficient manual processes, leading to poor customer satisfaction and delays in service delivery.

Digital Onboarding Revamp: Led the digitalization of the onboarding process using automated workflows and AI-powered support tools. Introduced a knowledge-centered service (KCS) framework for self-service and knowledge sharing.

Efficiency & Productivity: Implemented Robotic Process Automation (RPA) to automate repetitive tasks and integrated AI-driven chatbots to improve response times for new customers.

Key Metrics:

• Reduced onboarding cycle time by 50%.

• Improved service delivery efficiency by 35%.

• Increased customer satisfaction with onboarding from 75% to 90%.

• Reduced cost-to-serve by 20%.

Technology Integration: Implemented AI chatbots and RPA to streamline operations, resulting in significant time savings for the service team and an improved customer experience.

Addressed resistance to new technology by providing comprehensive training and clear communication on the benefits.

Overcame operational bottlenecks during the initial implementation phase by collaborating closely with cross-functional teams to optimize the workflows.