Cyriane R.

✅ Mission d'un mois chez un acteur de la réservation de lieux pour évènements.

🤒 Avant ma mission : 2500 tâches de relances à executer manuellement chaque mois.

Ce que j'ai mis en place :

1️⃣ Evaluation de l'objectif à atteindre

2️⃣ Hypothèses de résolution :

3️⃣ Solutions mises en places :

✅ Après ma mission :

🤝 Founding and managing the CS department at Equify

- Definition of the tone and identity of the CS team with our clients

- Design of the recruitment process (interviews, business case, evaluation grid to garantee impartiality) and the training process (4 weeks onboarding)

- Ensuring management of 5 people (pipe reviews, mood check, side projects) and day-to-day help on edge cases or crisis situations.

- Designing of the CSM function at Equify (adding "projects" to others classic CSM missions : to make sure every CSM can help on improving the processes/contents and therefore actively build the client and CS team best experience). 🤝

🌟 Maintaining a high level of Customer Satisfaction by ensuring a quality answer to our client's problems (weekly tickets review to spread knowledge among the team, 4 steps internal process to cross check an answer in case of a doubt, internal documentation updated on the spot)

... Our Customer Success Department at Equify was rated 5/5 by customers and former customers. 🌟

🛠 Operational work to constantly reduce the number of incoming tickets :

- building in-app guides for identified Golden Path and stressful jobs-to-be done and quick wins

- working with the product and tech teams to report and solve UX / UI quick wins,

- improving help center articles, adding automation to certain type of tickets... 🛠

🔮 Designing and/or improving processes : self-onboarding process by our clients (designing), classic onboarding process by our team (improving), Health Check process (designing), churn process (designing), post-mortem process (designing)

🎫 Customer Support : managing all-level incoming requests (100 clients) and solving their issues by partnering up with internal teams (tech, product, legal) or my brain cells (data discrepancies, UX / product/ field related incomprehension)

🧑‍🚀 Customer Onboarding : welcoming our new customers through a kick-off call and performing the setting of their account by retracing their whole corporate and financial history thanks to their documentation. Training them to use the app autonomously afterwards.

🔧 Improving processes (Support and Onboarding) thanks to automations, better internal organization, better client management and improved self-service documentation. Onboarding process time has dropped from several month to less than 3 weeks.