We enhance your customer facing services.

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We have the experience, research and processes to help you achieve your service goals. We evaluate your current capabilities for service success. We provide a roadmap for prioritizing and achieving your most important outcomes with recommendations for adopting best practices and improving competency maturity. We provide expert guides and playbooks to help you implement service best practices that lowers churn, uplifts NPS and NRR and enables strategic transformation, and optimizes cost of services.

We ONLY offer highly customized workshops and coaching to your staff based on our proprietary needs assessment conducted prior to the engagement.

By the Numbers

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CUSTOMER STORIES

Designing a New QBR Framework for Major European App Vendor

InfoIvy was invited to work with a leading app vendor in the UK to study their Quarterly Business Review process and to optimize it for their client base. Based on customer sentiment surveys and direct customer feedback it had become apparent to the vendor that their QBR process was not working and that their QBRs were not meeting the needs of the customers. They wanted to completely revamp the process, the presentation and post QBR activities. 

InfoIvy worked with the management and CSMs and did a deep dive to identify the gaps and blind spots. As part of the commissioned findings and recommendations report, InfoIvy presented ways to address each of the identified gaps. 

Vendor put in place a new and updated framework based on the InfoIvy report and have since noticed an appreciable improvement in how their customers now perceive the QBRs as well as NPS scores.