May 11, 2021

Scaling SaaS Platform Services

Challenge:

As a fast-growing enterprise software company providing a platform to enable organizations to manage customer experiences, our client looked to identify an agency partner to provide their clients a variety of services and work as a part of their team to provide expert software administration. They desired to have us build a “white-labeled” team that would align to their current framework, best practices and values focused on ensuring client delight, optimization of the platform and strategic client consultation.

Strategy:

As a result of JeffreyM Consulting’s (JMC) experience in building teams of skilled and agile consultants for enterprises like Microsoft and Facebook, the client selected JMC to execute implementation and managed services on behalf of their expansive global client portfolio. Our work began with tapping a small four-person Chicago based team of current employees with social tools expertise with social media management and SaaS platforms like Sprinklr, Hootsuite, Brandwatch and Conversocial. The team began working with a handful of new clients and quickly developed a Standard Operations Procedure that outlined the roles and communication lines, to efficiently provide control over any given project, task and request. With our team in place our client was able to scale onboarding for new clients from 60 days to 30 days implementation.

Implementation:

As a testament to our tailored approach to the client’s needs, over the next year, the team expanded to 13 consultants in Chicago, Seattle and London working on 50 client projects. In partnership with our client’s Success and Sales team, our consultants delivered in five core areas:

  1. Manage and optimize configuration of platform to ensure your continued success.
  2. Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solution.
  3. Ensure all users are trained, educated, and up to date on platform use, best practices, and functionality.
  4. Work directly with technical support team to help resolve any platform issues and review ticket trends to surface education opportunities.
  5. Consult client on best practices based on social media end user experience as well as backend tool optimization.

In order to measure the impact of their approach, the JMC team worked with our client stakeholders to identify metrics including Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Weekly client trackers and monthly reporting tracked client utilization, ad-hoc requests, support tickets, renewals and client executions and client experience. Ongoing monthly trainings, office hours and creation of an operational playbook including best practices, policies and training documentation helped to mitigate client escalations, create a more efficient process and ensure a continued education path.

Impact:

We continued to focus on strengthening our relationship, adding Regional Team Leads to serve as a local resource and help us manage growth, which resulted in more strategic and larger client projects and a high performing team of subject matter experts. Over a 2-year time span, the team grew to 30 consultants adding New York City, Dallas, Austin and the Bay Area to our office locations. JeffreyM Consultants had worked on over 350 high value client projects, including Fortune 100 and well-known global brands.  During this time, we were able to allow this SaaS client to scale services business with 30% growth, yielding them additional revenues and a 70% renewal retention rate.

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