Spryker is a leading composable commerce platform for B2B, Enterprise Marketplaces, D2C, and Thing Commerce, based in Germany. They have hundreds of customers worldwide, from a variety of verticals: manufacturing, automotive, wholesale trade services, and more. With more than 700 employees, Spryker is quickly becoming a strong player in the market.
Pablo Kern, Senior Director of Customer Success at Spryker, was looking for a way to reduce the workload of individual CSMs as well as standardize how information is brought to customers, across all segments. "I was hoping to find a modernized solution such as a portal where customers can serve themselves 24/7 while maintaining the personal touch”, says Pablo. His goal was to find a product that will support the CSMS in their efforts, and also bring a better and easier way for customers to interact with other departments in the organization.
In addition, Pablo wanted to streamline the onboarding process, automate CSM processes, Improve the customer journey and create transparency on customer data.
Having searched for the perfect solution for a long time, Pablo finally found EverAfter. His intent was to create a unique customer experience across all segments and verticals.
Once the contract was signed, The Spryker team got to work. They had big plans to implement EverAfter across lots of use-cases from the get-go, and they went full-force at it. The team initially started with designing the new low-touch ongoing customers experience, and worked hard to create a customer interface that will help their low tier accounts progress in their customer journey on their own, using the best resources at their fingertips.
Following an onsite strategy and prototype workshop with EverAfter's VP of Product, a focused group of customers experienced the newly created hub and provided feedback. A few weeks later, the first version launched.
“Despite the fact that half of our customers are part of the 1-to-many program, I think the customer interface experience is very valuable to all customers, whether we work on a daily or weekly basis with them. We brought in a lot of stuff into the hub, including easy entry points to our documentation, our support portal, our product innovation board, and our road map items".
After launching the low-touch use case, the Sprkyer team created an ongoing high-touch experience, including access to special content, call recordings, expert consultation, and even the option to build mutual success plans.
Next, they wanted to leave behind the onboarding website checklist by creating an onboarding hub experience.
Currently, every Spryker customer sees a different hub depending on their segment.
Onboarding reimagined - all about transparency.
“Our onboarding can be quite intense due to lots of customization and implementation with our partners, typically it'll take a customer four to six months to be live for the first time”, says Pablo. As he and his team were starting to build the new experience on top of EverAfter, they hoped to reduce time-to-value as well as create a sense of transparency so that the team and the customer are aware of which step in the process they’re in.
“Before EverAfter, we worked with an eight-week checklist, but we didn't have feedback or visibility into its success. Now, we know for each step and milestone, did it happen? How long did it take? CSMs are so much more efficient with visibility into onboarded accounts and can act based on the given information without having to individually contact each customer."
The Product team has its own dedicated hub space
Spryker also utilizes the Customer Interface to connect its product team with its customers more effectively. "We have a dedicated member of our product team who gets a seat on EverAfter and is responsible for sharing product updates directly with our customers. Although we remain the owners of the content, it makes it easier for them to contribute. Additionally, the roadmap is shared on the hub, and early adopters of certain features receive special information".
Streamlining the QBR process
Among the additional use-cases that Spryker implemented were QBR slides that could be created from hub content. While a standardized version can be used by everyone, CSMs can customize their slides to fit their own style. The use of QBR hubs, allows them to save lots of time and reduce manual effort.
"Thanks to EverAfter, we’ve added 5 key touchpoints within the customer journey that allows us to streamline the onboarding process and customer experience".
“From the moment we started using EverAfter, we loved how easy it was to use and how user-friendly for the customer. Our customers really like it because its their one-stop-shop where they have everything at hand and the possibility to communicate with us directly or to help themselves with the given information”, says Pablo.
Considering the ever growing vision for the success hub, there is now a dedicated role managing Spryker's unique hub experience, led by Valentina Guseva, Senior Customer Experience Manager.
“Using EverAfter, we’re able to offer a more personalized approach to our customer base, regardless of internal segmentation: digital QBR, faster personal consultation booking, and access to stakeholders within Spryker”, says Pablo. The hubs are filled with many many goods; Learning best practices, submitting support tickets, accessing latest releases, academy courses and documentation, exploring additional services, viewing the roadmap and voting for features, defining personal goals to be achieved along with the CSM, and so much more!
“From the moment we started using EverAfter, we loved how easy it was to use and how user-friendly for the customer. Our customers really like it because its their one-stop-shop where they have everything at hand"
The Spryker team never rests. They have a full plan ahead of them to utilize EverAfter even more. From enabling their partners to create value for their customers while reducing total cost of ownership, to adding personalized tips depending on the industry that the customer is from and even adding a chatbot/ AI enabler to the hubs.
Spryker offers customers the ability to work together on a mutual action plan that will allow them to reach their goals
"Since introducing EverAfter, our CS team has saved 5-7 working hours a week by making the Spryker knowledge base available through the CS Hub and offering the customers a self-service approach".
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