Migration Article #342

Last week I interviewed Morgan Redwine, Manager of CS Strategy and Operations at Dealerware, to talk about how they approach customer engagement in a product-first way. Due to budget constraints they needed to do more with less human capital, and they did just that. Check out some of the metrics below that they were able to realize from this program: 

• 75% decrease in Time to Value from 2021 to 2022 - customers realized value faster
• 17% drop in customer effort from launch of survey in March of 2022 - customers find it easier to onboard
• 92% of users in 2022 feel prepared to start using Dealerware after training. The other 8% were sent a follow-up email via PX to schedule additional training. 
• 100% retention rate YTD of customers who completed the Customer Effort Survey via PX

If you’d like to get in touch with Morgan, add her on LinkedIn and send her a message, she is happy to connect! Also, the recording of the webinar can be found directly here: