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Customer Experience

Cloudskope re-designs customer experience funnels for a top financial firm, resulting in 70% less churn in one quarter

A financial firm was worried about their customer churn and needed a way to engage with their customers, understand feedback and be able to take corrective action before losing revenue.

THE PROBLEM

A top financial consulting and audit firm in Dallas had been in business for 30 years and served a niche clientele in the McDonalds community. They needed a better way to gauge customer sentiment and had previously never considered understanding their customer experience journeys.

HOW CLOUDSKOPE HELPED

The Cloudksope Customer Experience Consulting teams mapped out the existing customer journey and engagement models that the client had in place to analyze the gaps.

The assessment included:

  • Journey mapping of the entire client journey from quote to cash.
  • A comprehensive CX customer audit and interviews with each customer cohort.
  • A comprehensive audit and assessment of the current client workflows, communications and intake procedures
  • An end-to-end re-design on the workflows, onboarding procedures, communications and project management.
  • NPS, CSAT and CES surveys with each customer cohort and account.

THE RESULTS

The CX audit provided the customer with new insignts into the recent client frustrations and identified key action items.

  • A newly integrated AGILE process and workflow
  • Client Risk reports across each individual business unit and revenue stream
  • The integration and colloboration of all business units involved in servicing customers on a unified Salesforce plaform.
  • Reset of all the communication procedures, ownership and accountability of each business unit.

CONCLUSION

The final result of this highly valuable project was a better insight into customer experience, workflows, and patters of triggers for customer churn. The client retention, client perception and accounts receivables had a positive impact across the board, including the prevention of lifecycle churn.