CASE STUDY
Creating Scalable Growth Through Customer Retention
In revenue
Employees
At a glance
Challenge
Transform a tax and accounting team’s distressed customer service department into an engine for customer retention and growth, enabling them to confidently adapt to the changing business landscape forced upon them by the pandemic.
Result
Pariveda crafted a transformational program to address our client’s key pain points, re-engineer their support escalation and onboarding processes, re-design their organization using agile principles, and successfully set the company up to enter a new phase of scalable growth.
Impact
Our client gained the confidence they needed to continue to deliver a completely new staffing model which enhanced flexibility and scalability, reduced their training burden, and increased the effectiveness of scaling up new hires.
A $33B multinational provider of news and information tools across the legal, tax, and accounting spaces.
As a best-in-class tax and accounting software and content provider, TaxCo* helps their customers save time, perform their work more efficiently, and find reliable answers to their toughest questions. When they noticed a decline in their customer service outcomes, they knew they had a great opportunity to transform their team in order to strengthen the support they could provide to their customers.
The Challenge
Transforming a best-in-class tax and accounting team to provide best-in-class customer support during a global pandemic.
TaxCo’s Tax and Accounting Team was experiencing a decline in the quality of their customer service, which was beginning to impact their ability to retain customers, which was affecting their revenue. They were desperately seeking to identify the root cause of the decline and make the necessary changes to transform their customer service department into an engine for customer retention and growth. However, our client was concerned about the actual execution of such a transformation because of lingering, negative sentiments surrounding a recent reorganization the team had undergone.
TaxCo knew that whoever helped them with this effort needed to be different than the large firms that managed their troubling reorganization, yet still familiar enough with their business to understand the needs of their customer base and how their sales and support cycles worked. The partner also needed to possess a deep level of empathy to successfully navigate the difficult emotional landscape they found themselves in.
The Result
How Pariveda helped manage the transformation:
- Performed an in-depth, as-is assessment with special emphasis on in-person and group interviews to build confidence and trust with the members of the teams who had been impacted by the reorg. Based on our findings, we were able to make near-term, medium-term, and long-term recommendations ranging from immediate tactical actions to large scale organization and technology transformations.
- The results of our assessment lead us to craft a transformational program to address our client’s key pain points, re-engineer their support escalation and onboarding processes, re-design their organization leveraging agile principles being implemented throughout other divisions of the company, and successfully set the company up to enter a new phase of scalable growth.
- After developing the plan, we worked closely with strategic leaders throughout the organization to prioritize and implement key elements as part of their COVID contingency operations.
The Impact
Our detailed assessment and close working relationship with our client gave them the confidence they needed to continue to deliver a completely new staffing model which enhanced flexibility and scalability, reduced training burden, and increased effectiveness in scaling up new hires.
The model established key support positions that allowed TaxCo's team members to focus on their areas of expertise. As a result, TaxCo was able to confidently adapt to the changing business landscape forced upon them by the pandemic.
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