CUSTOMER SUCCESS STORY

Building service into sales

Putting customers at the center of their business helped this FinTech firm build relationships, standardize their support, and deliver four times the revenue.

The challenge

Turning support conversations into sales opportunities

Customers have changed. They are now more demanding, more informed, and more discerning than ever. Companies that don't put them at the center of their vision and strategy might not survive in the future. Recognizing this, this market-leading FinTech wanted exceptional customer service to be a key differentiator and a hallmark of their value proposition. But their customer service team were “islands of support," with customers only wanting to work with certain support personnel. They needed to reduce the number of complaints and give all their customers a consistent support experience. The organization also wanted the customer support team to recognize that identifying up-sell and cross-sell opportunities was a critical part of their job. By offering more solutions, they wanted the support team to deepen their relationships – and to become a vital part of generating repeatable, long-term revenue.

Partnering with Korn Ferry

381%

Increased revenue from closed-won opportunities by

98%

Annual Customer Satisfaction Score (CSAT) between 96% and

475%

Increased the number of sales opportunities identified and closed by

95%

Service quality scores increased from 88% to

52%

First Call Resolution rates rose from 29% to

NPS scores jumped to

Grow sales through better understanding of customer needs

The solution

"The firm wanted to turn support conversations into sales opportunities."

They wanted the team to develop stronger listening skills. Give their people a service-forward mindset so they would always be thinking, "What am I hearing from the customer? What can we do to help them?". This would empower salespeople to solve real customer problems and pick up new opportunities to hand off to the sales team to follow up. Our Bridging Service into Sales training helped the customer support team identify sales opportunities and develop their overall service-forward mindset. It gave the team the skills development they needed and to build the mindset that selling is an extension of customer service. The firm rolled out the program to the rest of the group after the success of the pilot scheme. The firm also knew that training would only go so far. So, they restructured their incentive program to pay a bonus after the sales team closed a deal connected to a customer support team member. This reinforced the new behaviors and gave the customer service team opportunities to earn greater rewards for better connecting with their customers' needs.

4x more closed won business

The results

The firm's customer support underwent a remarkable transformation. In the first five months, support professionals saw a staggering 475% increase in the number of opportunities identified. This delivered a 381% increase in revenue through the support channel than the same five-month period two years previously. Customer complaints lessened as the team began offering all customers a consistent support experience. Post-training customer surveys often commented that the support team now had great communication and follow-up skills—skills that the firm attributes directly to our training. The team also learned invaluable sales skills. They put their customers' needs front and center rather than trying the hard sell. They learned the value of listening for clues to upsell new products, turning the conversation around, and closing the deal. Now, the customer support team recognizes that identifying upsell and cross-sell opportunities is a critical part of their job description. By offering more solutions, the customer support team increased their value to their customers and deepened their relationships, becoming a vital part of generating repeatable, long-term revenue.

"The firm's customer support underwent a remarkable transformation."

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FinTech firm supporting clients worldwide

Service quality scores up from

88% to 95%

01

02

03

Number of sales opportunities identified and closed

Revenue from closed-won opportunities

+381%

The return on investment

Background

"Customers have changed. They are now more demanding, more informed, and more discerning than ever."

The firm wasn't looking to create a high-pressure sales program. It just wanted to turn support conversations into sales opportunities. And that meant radically rethinking its customer service approach while training and developing key staff. They had already chosen our Service Ready for Technical Support and Diagnostic Troubleshooting to be Service Ready training programs to realize this ambition with a small number of people. Implementing this taste of our sales training was incredibly successful, achieving tangible and demonstrable results. It was natural that the next step would be to roll out a complete training program and invest in sales skills for their whole team.

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They serve nearly 1,000 clients in 150 countries, including 50% of the Fortune 500 and 60% of the Fortune 100. As a FinTech leader, they offer a focused approach to highly regulated and complex needs.

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