{"id":3919,"date":"2025-01-09T10:19:22","date_gmt":"2025-01-09T09:19:22","guid":{"rendered":"https:\/\/thecaringcompany.nl\/?p=3919"},"modified":"2026-03-03T10:03:54","modified_gmt":"2026-03-03T09:03:54","slug":"logex","status":"publish","type":"post","link":"https:\/\/thecaringcompany.nl\/en\/logex\/","title":{"rendered":"A strong Customer Success function to support LOGEX\u2019s growth"},"content":{"rendered":"\n
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\u201cCynthia brought us to the point where we can speed up the value chain for support.\u201d<\/em><\/p><\/blockquote><\/figure>\n<\/div><\/div>\n\n

Neil Greathead (LOGEX) shares his experience with The Caring Company<\/h3>\n\n

With LOGEX\u2019s 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. <\/p>\n\n

The new structure required a much stronger support function. The goal was to transform from internal support to customer success. <\/p>\n\n

Dit begon met de benoeming van Neil Greathead<\/a> als Chief Customer Officer in september 2023. Neil is verantwoordelijk voor Support, Services en Customer Success. <\/p>\n\n

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\u201cThe 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\u201d<\/em><\/p><\/blockquote><\/figure>\n<\/blockquote>\n\n

Cynthia ticked the boxes<\/strong><\/h2>\n\n

From the first moment we met and discussed the business case, a few things were apparent.<\/p>\n\n

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. <\/p>\n\n

Secondly, we shared a very similar view on what support is and should be. It\u2019s about looking after our customers who have chosen LOGEX\u2019s portfolio of products and solutions to meet their business needs <\/p>\n\n

Lastly, Cynthia would be an excellent fit for the company. Culturally, in personality, style, and engagement. I knew I could work with Cynthia. <\/p>\n\n

From our very first meeting, Cynthia ticked all the boxes<\/p>\n\n

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\u201cWhen 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.\u201d<\/em><\/p><\/blockquote><\/figure>\n<\/blockquote>\n<\/div>

\"About<\/figure><\/div>\n\n
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A deep dive into strategy and operations<\/strong><\/h2>\n\n

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. <\/p>\n\n

The outcome I envisioned was:<\/p>\n\n

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  1. A strategy document with a clear vision for the next steps.<\/li>\n\n\n\n
  2. A defined and implemented new structure and team, ensuring continuity.<\/li>\n\n\n\n
  3. Improvements in day-to-day operations in the short term.<\/li>\n\n\n\n
  4. A permanent Manager Support onboarded.<\/li>\n<\/ol>\n\n

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    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. <\/p>\n\n

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    \u201cFrom the first moment, Cynthia showed her strength. She quickly identified the gaps, wasn\u2019t afraid to ask tough questions, and wasn\u2019t afraid to challenge the status quo when things didn\u2019t make sense.\u201d<\/em><\/p><\/blockquote><\/figure>\n<\/blockquote>\n\n

    A pragmatic way of working with quick results<\/strong><\/h2>\n\n

    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. <\/p>\n\n