Creating Scalable Growth Through Customer Retention
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.
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.
How Pariveda helped manage the transformation:
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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