NESS HELPS CLOUD FIRM CLEAR UP CUSTOMER PROCESSES
Recently acquired by a PE firm and looking to gain market share from competitors through strategic acquisitions, a well-known global provider of compliance cloud needed a way to properly align accounts and identify cross-sell and up-sell opportunities.
They had many challenges including account duplication, disconnected sales and service processes, decoupled cross-functional operations, a complicated approval process and a lack of a holistic view of the customer. Ultimately, this created a lack of alignment across the account and thereby created operational inefficiencies and increased costs.
Ness developed a single 360-degree view of the customer, the ability to easily cross-sell across divisions and reporting that provided a single holistic view of these opportunities to management. Which created a more efficient approval process that resulted in a shorter processing time, and a cohesive support process for the customer through all channels.
In the end, proper account alignment and resourcing plans allowed for the client to increase cross-sell and up-sell opportunities by 20% across acquired properties.