.ppl

Case StudyCustomer OperationsCrexendo

One Customer.Many Teams.One Experience.

How .ppl built a scaled customer operation that drove $4.5M in revenue

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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.

The Solution

Three pillars carried the transformation. The full breakdown of each is in the case study.

  1. The Guardrails
  2. The Optimization
  3. The Upstream Scale

The Results

Increase in quarterly support volume
0xIncrease in quarterly support volume
Relative improvement in SLA
0%Relative improvement in SLA
CSAT advantage over the legacy vendor
+0.0 ptsCSAT advantage over the legacy vendor
Cumulative completed revenue from revenue-bearing transactions
$0.0MCumulative completed revenue from revenue-bearing transactions

US team integration through training for Customer Success and Implementation roles.

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