How Frontify created a customer-led experience using a Customer Interface

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k4 connect team

About Frontify

Frontify is a cloud-based,brand-building platform that combines DAM, brand guidelines, and templates into a collaborative single source of brand truth.

Industry: SaaS, Brand Management Software

Company size: 200+ emp.

Location: Switzerland

Use Case: onboarding success plans QBRs

The Challenge

Frontify realized early on that if they wanted to truly meet their customers' needs, they had to move beyond a one-size-fits-all approach. The challenge was to create a customer-led experience that was intuitive, personalized, and capable of adapting to a wide range of customer segments, use cases, and behaviors. "One of our biggest challenges was ensuring that the platform could be easily tailored to each customer's unique requirements," John said. The existing approach lacked the flexibility to empower different customer types, which limited customer engagement and satisfaction.

Additionally, they faced internal challenges. Different departments—product, marketing, and customer success—were working in silos, which made it difficult to have a consistent customer experience. They needed an interface that was not only user-friendly for their customers but also helped align their internal teams.

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The Solution

To solve these challenges, Frontify turned to EverAfter's No-Code Customer Interface. This allowed them to create a customizable experience for each customer without the need for a lengthy development process.

"Using a no-code solution like EverAfter gave us the freedom to test different approaches without being held back by long development cycles," John shared. Frontify used EverAfter to:

  1. Onboarding: Create personalized onboarding experiences that catered to the specific needs of different customer segments. This ensured that new users had a smooth and intuitive introduction to the platform.
  2. Success Planning: Develop tailored success plans that were shared directly with customers. These plans outlined goals, milestones, and resources that were relevant to each customer’s journey.
  3. Quarterly Business Reviews (QBRs): Use EverAfter to generate automated, personalized QBR slides for each customer, enabling an engaging review of performance and next steps.
  4. Self-Service Resources: Provide customers with a repository of personalized resources that they could access at any time. This included guides, best practices, and tools that were tailored to their specific use case.

Frontify leveraged EverAfter's no-code capabilities to iterate rapidly and experiment with different interface layouts and features. "We could make changes on the fly based on customer feedback, which was crucial for delivering a customer-led experience," John noted.

John also emphasized the importance of cross-functional collaboration. "We involved teams from product, marketing, and customer success, and that cross-functional collaboration was a game changer," he explained. The Customer Interface became a shared asset that aligned the entire company around the customer journey.

"Using a no-code solution like EverAfter gave us the freedom to test different approaches without being held back by long development cycles.".

Key metrics

59%

Accounts visited their hub more than once in the past 30 days

87%

Accounts took actions with the hub's content

300

Active customer hubs

The results

The implementation of EverAfter's No-Code Customer Interface resulted in significant, tangible benefits for Frontify:

  • Higher Engagement: Customers felt more connected to Frontify. "Our customers have told us that they feel more connected to our brand and that they can easily find the resources they need," John highlighted.
  • Reduced Support Tickets: The self-service capabilities enabled by EverAfter led to a notable reduction in customer support tickets. "We noticed a dramatic drop in support tickets because customers were able to find solutions on their own," John mentioned.
  • Improved Internal Alignment: The Customer Interface acted as a bridge between internal teams, fostering a shared understanding of customer needs. "The Customer Interface became a bridge between our teams, creating a shared understanding of how customers interact with our brand," John explained.
  • Increased Efficiency: With personalized success plans and automated QBR slides, Frontify was able to provide a more cohesive and efficient experience. This freed up their customer success team to focus on more strategic activities rather than repetitive manual tasks.

"Our customers have told us that they feel more connected to our brand and that they can easily find the resources they need."

Omer
John Gaspar
Director of Scale Customer Success, Frontify

What's next?

Regarding future plans, John emphasized the importance of adaptability and collaboration: "The key to a successful customer-led experience is adaptability and collaboration," he concluded. This suggests that Frontify intends to continue evolving their customer experience strategies, focusing on personalization, cross-functional collaboration, and an agile approach to customer feedback.

"We noticed a dramatic drop in support tickets because customers were able to find solutions on their own".

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