A strong Customer Success function to support LOGEX’s growth
By
Cynthia Mak
“Cynthia brought us to the point where we can speed up the value chain for support.”
Neil Greathead (LOGEX) shares his experience with The Caring Company
With LOGEX’s ambitions to grow in the European markets came the need for a change within the organization. LOGEX supports healthcare stakeholders with advanced analytical software and turns data into better and more affordable healthcare.
The new structure required a much stronger support function. The goal was to transform from internal support to customer success.
Dit begon met de benoeming van Neil Greathead als Chief Customer Officer in september 2023. Neil is verantwoordelijk voor Support, Services en Customer Success.
“The main purpose of the CCO role is to ensure we can deliver great customer experiences, delivering value early for our customers, whilst still delivering against company targets. The Support function needed a full transformation”
Cynthia ticked the boxes
From the first moment we met and discussed the business case, a few things were apparent.
The first, was Cynthia’s extensive knowledge and experience, as well as her level of maturity in the support industry. Her industry knowledge was key because it was exactly what we needed.
Secondly, we shared a very similar view on what support is and should be. It’s about looking after our customers who have chosen LOGEX’s portfolio of products and solutions to meet their business needs
Lastly, Cynthia would be an excellent fit for the company. Culturally, in personality, style, and engagement. I knew I could work with Cynthia.
From our very first meeting, Cynthia ticked all the boxes
“When we were talking, it wasn’t about theory; it was all very hands-on. Cynthia had many examples of what she had done. She recognizes and understands situations, and that was reassuring.”
A deep dive into strategy and operations
Once Cynthia was on board, we started to deep dive into the Support function. I have my vision of support, but not all the answers. I shared my thinking and what I would like to see at the end of our engagement.
The outcome I envisioned was:
A strategy document with a clear vision for the next steps.
A defined and implemented new structure and team, ensuring continuity.
Improvements in day-to-day operations in the short term.
A permanent Manager Support onboarded.
To achieve this, we required a better understanding of our operations and processes. We needed data and leadership. Our team was missing direction. This affected morale, capacity, and productivity.
“From the first moment, Cynthia showed her strength. She quickly identified the gaps, wasn’t afraid to ask tough questions, and wasn’t afraid to challenge the status quo when things didn’t make sense.”
A pragmatic way of working with quick results
Our sessions set clear goals and resulted in an action plan for the next six months. I was impressed by how Cynthia handled strategy and operations at the same time and got results quickly.
Within just a few weeks, we had much better insights through data and reporting. Cynthia helped us create a work environment where we can make informed decisions and execute our plans.
We now have our standards and procedures in place. Cynthia set up our workflow management, implemented a quality management plan, and set the standards for our service-level agreements.
Cynthia built a team with skills that match customer demands. We can now scale to handle both high and low peaks. Team spirit has improved through a sense of purpose and achievement.
We have a strong foundation with our strategy document, which can be taken forward by our permanent Manager Support – who Cynthia found and onboarded.
“It’s impressive how Cynthia comes in with a level of authority. She brings people together and drives change. Her approach is very pragmatic. She provides the big picture with a clear direction forward.”
A unique and fascinating skill set
Looking back, I can more easily see how Cynthia got to grips with the challenge we were facing.
Firstly, she was just there. She was in the office, sitting with the team, getting to know the team. Cynthia started with day-to-day people management, transitioning from a more directive management style to a participative one. You can now feel the team spirit; she built a true team.
Extremely valuable is Cynthia’s ability to quickly assess a situation and focus. She helped us to prioritize the number of different things everyone was doing all at once. Cynthia defined where we needed to concentrate on and what to fix first. Once we got that right, we moved forward.
When Cynthia structured the process, she made an important connection within the operations. She managed to align the consulting or professional services with the customer success roles. This helped us to collect the right data, measure it and report on it.
“It’s quite a skill to come in, quickly assess situations and people, and then take ownership to drive change. That’s a unique and fascinating skill set.”
A difference between night and day in Customer Support
Where we are today is night and day compared to where we were—both strategically and operationally.
But the scope of work did not really change. We are doing the same work in a much more efficient and better way. Cynthia implemented great improvements that raised our level of support on short notice. This has a massive impact on what we offer our customers.
“Our process was all about driving change, managing people, and guiding them through the change program. In a short period, we’ve done a huge amount of heavy lifting.”
Value to the customer and the company
The Support department that Cynthia helped us build will strongly contribute to LOGEX’s ambitions. Customers come to us for a business solution, but the customer experience doesn’t stop with the product. It continues all the way through to renewals.
By providing our customers with good solutions as quickly as possible, we offer them a positive experience and add value to their journey. Ultimately, we want happy and loyal customers.
This is the challenge in any support organization. A strong support organization can quickly transform the customer experience, either negatively or positively.
“Cynthia brought us to the point where we can speed up the value chain for support.”
Neil is a seasoned Customer Success leader, focusing on helping customers to achieve value early, driving down customer churn, while building exceptional teams that contribute to the business.
He is a down-to-earth yet highly motivated individual with a passion for customers. He navigates large organizations through change by building relationships. Change management in the form of people, process, and culture are areas in which Neil thrives.
In his spare time, Neil trains and competes in Ironman triathlons. “You don’t know what you can achieve until you push yourself.”
LOGEX is leading the way in healthcare analytics in Europe. By turning data into actionable insights, LOGEX helps solve the complex healthcare challenge of managing costs whilst improving clinical outcomes.
Headquartered in Amsterdam and with an international team of over 400 members, LOGEX helps over 1,300 of public and private healthcare providers make data-driven decisions that level up patient outcomes everywhere and make the best possible care more affordable for everyone.
For more information about LOGEX, its solutions and its partnerships, visit www.logex.com.
This customer story was created through an interview. Ilona Nieuwenburg conducted the interview in English and wrote this article both in English and in Dutch.
