Building a digital customer success platform drives a 75% increase in new customers

Our Impact 

When launching a new digital product, you need more than a satisfactory customer experience—you need an exceptional one.  

For a global leader in healthcare communications, that meant taking a customer-first approach to launching a new SaaS platform to target new customers and capture customer insights. 

From making the most of existing technology to building in analytics to enable faster data-driven decision-making on customer needs, West Monroe’s multidisciplinary team helped the company increase loyalty with existing customers and enable customer success to support a new cloud based product.  

The Full Story 

The Challenge 

Healthcare organizations are rapidly becoming digital organizations. Technology helps access better insights in patient care, track physician productivity, and streamline revenue cycle management. And when patient outcomes are on the line, every digital touchpoint and decision matters.  

In this situation, a healthcare communications company wanted to improve its customer experience and better manage customer health metrics across the hospital and health systems they serve. But it’s not enough to assume that “if you build it, they will come.” To accelerate platform adoption, the company established a customer success team focused on driving net retention and improving gross margin. 

The company needed to create a great experience and drive adoption and the right analytics to equip their customer service team with the insight to support them.  
 
From front-office customer experience, to back-office IT integration, the West Monroe team was ready to deliver. 

An Undeniably Different Approach 

Ensuring an exceptional customer experience is not just the work of a CX or product team. It requires a decentralized approach that puts the customer at the center of decision-making for every team from IT to finance to customer support. 

That’s exactly what West Monroe helped the company do.  

We started with the goal: What does customer success mean to you? Then we got to work on the fastest, simplest path to that goal. We believe becoming a digital organization doesn’t have to be onerous.  

So, rather than investing in additional tools, West Monroe leveraged the company’s strategic front-office platform Salesforce to develop the solution. By adding Service Cloud and Einstein Analytics/Tableau to the platform, we helped the company gain additional value from a tool it already uses. This not only produced the solution faster but also sped up internal adoption because less training was needed across their teams. This is critical because digital progress isn’t just about technology, it’s about enabling the entire organization to think and act digitally. 

Finally, we recognized that a sound strategy is only as effective as its execution. So, we rolled up our sleeves and provided the hands-on support to help their IT team build the Einstein Analytics solution quickly and offered post go-live support to ensure they were set up for long-term success. 

Outcomes 

• Defined operational playbook and associated metrics for the new customer success team and created a catalog of metrics for monitoring customer success managers’ activities and tasks. 
• Mapped customer success processes, including handoffs between business units. 
• Built two sets of Einstein Analytics dashboards for customer success managers and supervisors, which included a roll-up customer health score for accounts under management. 
• Embedded analytics in Salesforce account records. 
• Helped the company’s IT team become more efficient on Einstein Analytics with two months of knowledge transfer so their team can enhance the solution going forward.  

Real Results

The company expects the customer success platform will increase topline revenue, enable 75%+ new customer growth, and increase loyalty with existing customers. 

It’s also enabled efficiency and agility throughout the organization. Customer success managers can now easily assess any issues in a customer account—directly in the Salesforce account record—and determine where to focus their resources. 

The company’s product owners can also see the traction this new platform is gaining among existing and new customers by geography. They are able to observe and quickly act on trends in customer usage to provide platform updates or new capabilities to meet emerging customer needs.

And because the analytics solution was designed with agility in mind, the company’s IT function can iterate and evolve quickly as the company and platform scales.