Wiseboard

Wiseboard was hired by Academy Smart, a Ukrainian IT service company, to establish a dedicated account management role and its processes, identify growth opportunities with existing clients, align account management with sales and delivery processes, and evolve from a service provider to a strategic technical partner. Wiseboard started by conducting CSAT and NPS surveys to identify critical issues and prioritize action items. This led to the resolution of a problematic situation with a client, preventing them from moving to an alternative vendor. Wiseboard then segmented the client base and developed an account management strategy for each segment, identifying early upselling opportunities. This resulted in a net revenue increase of $14K in the first month.

Furthermore, Wiseboard shared best practices for the pre-sale stage and improved delivery processes, contributing to a 10% increase in the project margin. They also provided a claims management framework, which allowed Academy Smart to identify and fix gaps in delivery, achieving an average NPS of 9-10. After addressing client issues and building ADPs, Academy Smart saw a 5% increase in upsells in the first quarter. Finally, Wiseboard implemented regular and systematic processes, enabling Academy Smart to engage in business discussions with clients. This included conducting Quarterly Business Reviews, further solidifying Academy Smart's evolution to a strategic technical partner. The project was deemed a success, with Academy Smart expressing satisfaction with Wiseboard's services and the results achieved.