Enhancing Customer Satisfaction for a Unified Cloud Security Platform

Cloud Security

Engagement Highlights

  • Improved customer onboarding experience, resulting in a 20% decrease in onboarding time.
  • Increased customer satisfaction and reduced churn rates, leading to a 25% improvement in customer retention.
  • Proactive customer engagement and personalized communication resulted in a 12% increase in upsell opportunities and a 30% growth in subscription renewals. 

Introduction

The Client is a leading provider of reliable and robust cloud security and compliance solutions such as vulnerability management, container security, threat management, and compliance audit. With a strong commitment to protecting users from security challenges, they’ve established themselves as a trusted name in the industry serving thousands of customers worldwide.

Challenges & Goals

The client faced several challenges that hindered their growth and limited their ability to provide exceptional customer experiences. These challenges included customer retention and satisfaction. Many customers were churning due to difficulties in service integration effectively and inadequate ongoing support. 

Key Areas Identified for the Neova Team to Focus On: 

  1. Enhance customer onboarding and adoption of the services. 
  2. Prepare a team to handle the increasing volume of tickets and priories them well. 
  3. Improve customer satisfaction and reduce churn rates. 
  4. They were getting around 15 tickets per month when we started. 
  5. In the next three-quarters ticket count went up to more than 500 
  6. Support and self-help documents were scattered and did not provide full coverage. 
  7. Developing strategies to drive customer retention, and subscription renewals, and helping sales teams with upsell opportunities. 

Solutions

Neova Solutions worked closely with clients to provide tailored customer success services that addressed their specific challenges and ensured the success of their customers:

  1. Onboarding and implementation support to ensure a smooth and seamless transition for customers adopting the services provided. 
  2. Proactive customer engagement and personalized communication to drive customer satisfaction and address any issues or concerns. 
  3. Data-driven customer health monitoring and analysis to identify at-risk customers and take proactive measures to retain them.
  4. Customer education and training programs to maximize the value customers derive from the provided services and based on their requirements help the sales team for upsell opportunities.
  5. Defined support plan to address the customer’s requirements and to set expectations for customers. The customer must subscribe to the support plan that defines the SLA based on issue severity/priority. Well-defined TAT, support team availability hours, Access to exclusive services.