Reference · Case study
Eye2scan: building a customer success structure to support growth
A fast-growing start-up, large international customers, and the need for a solid customer organisation before its first Customer Success Managers arrived.
Context
Eye2scan builds software that automates accounting and operational controls for audit and internal control. Its customers are large international companies, specifically their legal, audit and compliance teams, who want simpler and stronger processes to comply with local laws.
The challenge
At Eye2scan, the customer is at the heart of the strategy. To support rapid growth, the company needed a robust customer strategy. Rise was engaged to optimise operations and ensure seamless customer experiences.
The engagement in figures
Also delivered: one proposal, a two-page customer communication guide, a one-page customer success KPI sheet and two thorough reviews with Eye2scan.
What Rise delivered
An assessment
An assessment session to understand how Eye2scan worked with its customers, identify areas for optimisation and prepare the integration of a customer success team.
A process for each key milestone
Onboarding, activity review, renewal: a process for each post-sales milestone, for a more efficient team and customers looked after at the right time.
A CSM handbook
The information, procedures and tools the team needs, for a consistent approach to customer success.
Client presentation templates
Materials for each key milestone, for consistent, professional presentations that build trust.
Clear KPIs
Indicators aligned with Eye2scan’s business goals: customer satisfaction, revenue growth, churn and sales performance.
Results
- Eye2scan is ready to grow and prepared for the arrival of its new Customer Success Managers.
- Its processes are professionalised to support its growth.
- It stands out in a competitive market with customer-centric teams.