Review of current workflow and organizational structure.
Identify opportunities to improve employee and customer experience with more efficient workflows.
Review of current tools and systems will provide recommendations on the best tools to do more with less (up to 5 tools assessed).
Roadmap for future organizational structure and design required for scaling Customer Success.
Documented workflows of customer experience, entry points, activities performed (including follow up and workshops), owners, outcomes and survey requirements.
Recommended Service Level Agreements for improved customer experience and better employee accountability.
Gap analysis on tools and processes (will include roles and expectations).
Add on for Workflow Optimization
Quick wins or enhancements to current tools to provide leadership with better insights on customer experience and employee performance. This includes the following:
Re-design/creation of canned responses (up to 10)
Workflows (up to 10) to improve insights for leadership and make for a better customer experience (faster response times and resolutions).
Enhancements to the website to get customer inquiries to the right group for support needs