NaviSite, Inc. is a
leading provider of application, messaging and infrastructure
management services. The company has more than 700 customers consisting
of mid-market enterprises, divisions of large multinational
companies, and government agencies.
Navisite contacted Customer
Centricity because it was looking
for ways to improve customer support and increase
cross-selling opportunities. Navisite had been built in
large part through a series of acquisitions. This helped the
company achieve a large customer base, but also meant that it
separate support teams had different approaches to customer
support across its major product lines. Also, most customers
had only purchased one service, so there was a desire to
cross-sell across services to increase per-customer revenues and
make customers more "sticky."
Customer Centricity worked with Navisite support teams to
develop common approaches across the service lines with an eye on
streamlining processes and reducing costs while improving customer
satisfaction. They examined what was working well in each
group, areas for possible improvement -- both within the service
line and in interactions with other service lines. Customer
Centricity presented recommendations to improve the customer
experience that could be introduced over time, focusing on areas
with the biggest return first and allowing Navisite to implement
others over time.
Customer Centricity also performed a customer analysis to
identify opportunities to cross-sell services to the existing
installed base. This included looking at differences in
sales approach, volume discounts, as well as the support practices
among the service lines and made recommendations to align
strategies for success.