Problem

Accelerated customer acquisition broke the existing workflows for the service team resulting in a high churn rate.

A new way of thinking and solving problems was needed to accommodate seven teams that touched an account throughout a customer life cycle.

Solution

I designed a system combining a new in-house CRM and an Admin Portal that helped every team manage a client’s account.

Outcome

By providing a product with new tools, sales increased by 15% MTM, and service could manage their client lists and reduce churn by 75%.