.ppl

Case StudyCustomer OperationsCrexendo

One Customer.Many Teams.One Experience.

How .ppl built a scaled customer operation that drove 90% CSAT

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Increase in quarterly support volume
13xIncrease in quarterly support volume
Relative improvement in SLA
45%Relative improvement in SLA
CSAT advantage over the legacy vendor
+13.7 ptsCSAT advantage over the legacy vendor
Customer Satisfaction
90%Customer Satisfaction

The Client

Crexendo is a Nasdaq-listed cloud communications provider supporting over 7 million end users globally through its Unified Communications as a Service (UCaaS) platform and network of downstream service providers.

The Problem

Crexendo was experiencing inconsistent performance from its existing nearshore service desk, resulting in an erratic customer experience, highly unsatisfactory service levels, and a complete lack of operational visibility.

Download the full case study to learn how .ppl Solutions built the operational model behind these results.