Building a world-class customer success organization
Veriforce is a leading provider of software and services that enhance workforce and community safety as well as efficiently manage their contractor workforce.
“The CS Assessment provided us with a scalable organization structure that is better aligned with our go to market strategy. We are now well aligned to deliver our customer success mission in the coming year.”
Sandra Cashe, Chief Customer Officer at Veriforce
After the merger of PEC Safety and Veriforce, the leadership needed to ensure the company would deliver world-class customer success to all of its customer segments. To do this, the newly combined entity needed a comprehensive customer success strategy and restructuring of its customer success organization to quickly foster a unified approach.
The method of customer success delivery was uniquely challenging for Veriforce due to its diverse customer base, which included 25,000 contractors who are mandated to subscribe to Veriforce’s solution by 400 hiring clients (oil and gas companies).
The company’s unique business model and post-merger challenges called for a disciplined and quantified approach to customer success.
CSM Practice resolved Veriforce’s challenges by conducting a Customer Success assessment of current customer success organizational structure, policies, and processes. The assessment surfaced gaps and misalignment to best practices and the manner in which those should be proprietarily addressed.
The findings informed Veriforce to rethink segmentation and engagement strategies, as well as the resources needed for their customer success organization post-merger, including the creation of a new portfolio manager role.
The Customer Success assessment resulted in the reconstruction of the customer success organization that promotes pro-activity and value delivery focus in a scalable manner to all customer types and segments.
Veriforce is now confidently implementing an end-to-end customer success framework by rolling out milestone-paced recommended deliverables as defined by CSM Practice.
As a result of the assessment, the company seeing improvements in their retention and expansion results, improvement in customer experience across all segments, and the ability to position of the customer success team as a profit center.