Case Study - Educ8

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Background

Objectives

​The Educa8 Group, a leading provider of training solutions, sought to improve their customer Journey and enhance Customer Success. They aimed to foster stronger relationships with their clients and ensure higher levels of engagement and satisfaction. To achieve these goals, they partnered with Customer Start, experts in Customer Success and Customer Experience.

1. Improve Customer Journey: Redesign and enhance the overall customer experience.
2. Strengthen Customer Relationships: Focus on building deeper and more meaningful connections with clients.
3. Increase Engagement: Implement strategies to elevate customer engagement.
4. Gather Comprehensive Feedback: Utilise customer surveys to understand client needs and preferences.
5. Inform Strategic Decisions: Use gathered insights to shape future strategies and decisions.

Approach

Customer Start approached the project with a deep understanding of Educ8’s customers, aiming to respect and cater to the unique needs of Educ8’s clients.
The collaboration involved:

• Designing an -to-end-to-end Customer Success Framework: Together with Educ8, Customer Start designed a bespoke client engagement framework based on Customer Success best practice to focus on building stronger relationships and improving levels of engagement.
• Conducting Customer Surveys: Using their expertise, Customer Start designed and implemented a comprehensive survey to gather valuable feedback from customers.
• Analysing Feedback: The data collected from the surveys provided actionable insights into customer preferences and needs resulting in a comprehensive report of the findings, trends and opportunities.
• Strategic Recommendations: Based on the feedback, Customer Start provided recommendations that informed Educ8’s strategic decisions leading to improved services and experiences.

Results

The collaboration between Educ8 and Customer Start provided significant benefits:

• Enhanced Customer Relationships: The new customer success framework helped foster stronger, more meaningful relationships with clients.
• Improved Engagement: Strategies implemented led to higher levels of customer engagement.
• Valuable Insights: The customer survey provided comprehensive feedback, giving Educ8 a deeper understanding of their clients' needs and preferences.
• Informed Decisions: Insights from the feedback informed strategic decisions, strengthening Educ8’s commitment to delivering exceptional experiences.
• Proactive Customer Service: Educ8 moved from simply responding to customer needs to anticipating them, thanks to the insights and methodologies provided by Customer Start.

Testimonial

"We engaged with Customer Start to commence planning and improve our customer journey. Together, we enhanced our customer success framework, focusing on customer relationships and elevating engagement. Their approach, rooted in understanding and respecting customer perspectives, exceeded our expectations.
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In addition to this, we also utilised their expertise for our customer survey, which proved to be immensely valuable. Their insights and methodologies allowed us to gather comprehensive feedback from our customers, enabling us to gain a deeper understanding of their needs and preferences. This has informed our strategic decisions and further strengthened our commitment to delivering exceptional experiences.

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