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The Client
A private cloud-based e-commerce platform offering omnichannel solutions with $100M in annual recurring revenue (ARR).
Business Challenge
- High operational costs in Professional Services (PS) while scaling teams to meet growing business demands.
- Deployment team inefficiencies preventing investment in other growth areas.
- Need to establish a partner-led PS function, enabling the client to focus on product development and strategic planning.
Trantor's Solution
- Collaborated with the client's PS leadership to transform their operational model, resulting in cost savings, scalability, and improved service quality.
- Deployed an offshore PS team at significantly lower costs.
- Introduced structured training programs to boost product expertise and achieve a 97+ CSAT score.
- Scaled PS resources rapidly to align with business growth, ensuring quality remained uncompromised.
- Streamlined project plans and defined milestones, accelerating engagement delivery.
Outcomes
- 30% improvement in time to deliver within the first year.
- 70% reduction in annual PS operational expenses through a global PS delivery model.
- 60% improvement in Net Promoter Score (NPS) among customers deployed.
Testimonial
"Trantor has been an invaluable PS partner, significantly boosting our customer satisfaction and enhancing the efficiency of our professional services operations."
VP, Professional Services
