Conference Presentation

Shedding Tiers and Winning the Hearts and Minds of Your Customers and Your Team

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The goal was clear: rapidly transform a traditional support organization to improve efficiency, drive heightened levels of customer service, and increase opportunities for team members. To address this challenge ANCILE “shed its tiers” and applied a groundbreaking application of the Agile Scrum framework--a methodology usually reserved for software development organizations--and transformed their global support team into a collaborative customer success team.

By applying Agile Scrum principles, in less than six months the new customer success organization was able to drive their customers’ success through focused customer engagement and retention activities, relationship building, and expansion/add-on business development--while still delivering stellar support services. ANCILE will describe the challenges and obstacles it overcame, including a significant challenge in revamping its organizational structure and adapting Agile Scrum principles to meet the needs of a budding customer success organization.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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