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The Client
A large global S&P 500 public cybersecurity company.
Business Challenge
- Implement a partner-based customer success (CS) model for churn reduction and cost efficiency.
- Scale CS delivery for Tier 2 customers.
- Reduce churn while delivering high-quality CS for Tier 2 customers.
- Replicate high-touch CS outcomes for lower-tier segments in a cost-effective manner.
Trantor's Solution
- Collaborated with four business units to manage high-touch CS delivery and launch scalable support for small and medium customers.
- Set up a fully trained team of virtual CS experts to improve customer retention and reduce churn for smaller customers.
- Focused on dormant accounts, partnering with sales to develop recovery plans and enhance product adoption.
- Established a central team to resolve key issues that were blocking deployment and adoption.
Outcomes
- 15% improvement in net dollar retention.
- 60% reduction in cost-to-serve compared to local high-touch resources.
- 40% improvement in Net Promoter Score (NPS) from lower-tier customers.
"Trantor enabled us to significantly improve churn and boosted customer satisfaction. We're immensely thankful for their outstanding contributions to our customer success goals."
VP, Customer Success
