Date: October 20, 2015

Author: Dave Baca - ANCILE Solutions,
Michael Domingues - ANCILE Solutions

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.

Applicable Disciplines:
Support Services

Growing Customers, Services Transformation, Customer Success, B4B, Business Outcomes

Functional Areas:
Operations,Service Delivery,Strategy