Customer Success Story
We’ve set ourselves up for significant scale to provide the branded experience our customers are requesting.
Industry: High Tech (Real Estate)
Products: Sales Cloud
HqO is a tenant experience platform that helps commercial landlords create exceptional and seamless experiences for tenants.
The Challenge
HqO was using ChurnZero (Customer Success Platform) to track customer insights and create a customer scorecard
HqO was experiencing multiple calculation and synchronization issues:
Health score updates ran as a nightly batch (instead of real-time) which significantly limited their value. Furthermore, those updates required two hours of “babysitting” each week to fix errors.
Customer Success Managers were unable to see how their efforts were impacting customer success in a timely manner
Leadership didn’t have visibility needed to affect improved customer health scores
The Solution
Eliminated the need for ChurnZero by building the same capabilities in Salesforce
Created roll-up reporting (from individual buildings to the landlord) that gave a full view of the business
Provided a user-friendly dashboard for Customer Success Managers to understand risk
Benefits
The one time implementation cost to replace ChurnZero was $7K less than their single year subscription cost.
Management and Customer Success Managers gained real-time visibility into the impacts of their customer sat efforts, allowing them to be much more reactive to customer needs.
Eliminated 2 hrs per week that was previously spent on data integrity troubleshooting
