“With the introduction of Clientshape, we have been able to fully integrate with multiple systems, providing us with a centralised repository of account and business information. In addition to this, ClientShape has also enabled us to manage data from a central system via rich API integration, resulting in significant cost savings due to the decreased need of user licenses for each of the systems Clientshape has integrated with.“
-- Darrel Bremer, Head of Customer Success at VOSS Solutions
VOSS Solutions is a leading international software product provider that operates in the unified communications space. Like most organizations, VOSS has embarked on a digital transformation program and chose to use ClientShape as its overall business integration portal.
In this case study, we will explore how our ClientShape product helped VOSS Solutions to digitally integrate the information from its various departments to significantly streamline internal business operations, reduce data duplication and inconsistencies and deliver improved information transparency.
Communication Breakdown
As a large organisation, VOSS consists of multiple departments that each operate with its own specific set of software products, with very little to no information being available outside of the respective teams or shared between the teams.
- Sales and Finance make use of Salesforce
- Customer meetings and action items tracked in various spreadsheets and emailed to attendees
- Product Marketing make use of Jira to track customer Feature Enhancement Requests
- Zoom for internal communications
- VOSS’s customers would interface with Jira Service Desk for tickets, with a separate customer portal for documentation, and a separate hosted service for file sharing and release downloads.
- Customer License Audit tracking in spreadsheets
- Customer Support makes use of Jira to track customer support tickets
- Customer software and platform tracking in spreadsheets
- Customer patch deployments in spreadsheets
While the software efficiently addressed the needs of the respective departments, very few of these systems could efficiently communicate and collaborate across the software ecosystem.
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This forced a highly skilled workforce to dedicate valuable time on manually facilitating this process.
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The lack of software compatibility severely hindered cooperation between departments which, in turn, impeded VOSS Solutions’ ability to swiftly and efficiently serve its customers.
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In addition The silo’d data meant that the overall status (the complete picture) of a customer exists in fragments across different systems and spreadsheets, making it difficult to get a single clear report of customer status and health.
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Between Salesforce, JIRA, JSD and a myriad of ad-hoc software, VOSS Solutions was haemorrhaging a notable amount of resources in licensing costs and staff talent to maintain collaboration between its departments.
To remedy this operational pain point, VOSS Solutions partnered with Restio Labs to implement a system that consolidates company-wide efforts and unifies the departments into a single, elegant and user-friendly ecosystem. Cue ClientShape.
Bringing it all together with Client Shape
ClientShape is easily integrated into existing business infrastructure and can be extensively tailored to fit an organisation’s specific needs. It enabled VOSS Solutions to merge its ocean of data into a single, accessible and easily digestible platform that provided the organisation with
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Access to key information related to account statuses, commercial opportunity details, operational data, customer software version and platform repository.
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Centralised product documentation stores and software download stores, making it the key system for knowledge and resource sharing.
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Real-time data updates and notifications greatly improves visibility on events or activities taking place within accounts, resulting in improved collaboration within the various globally dispersed teams in our company.
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A fully integrated Customer Portal.
Increases business agility
ClientShape updates data insights in real-time and automatically alerts all relevant staff of any noteworthy changes. VOSS Solutions’ support team members are able to jump directly from any JIRA ticket to an in-depth view of the customer that raised the ticket, and quickly view all relevant data typically not held in JIRA but in other systems:
- Are customers up to date on maintenance payments?
- Who are the various role players for the customer?
- Customer platforms and software versions, recent upgrades, installed patches, customisations, etc.
- Current license data
- Satisfaction survey data from the customer
This allows the support team to make informed decisions driven by deep data insights, produce thorough reports that are easily shared via the ClientShape platform, and quickly act to address any issues.
Enhanced Customer Intelligence and Communication
With the various organisational segments now operating as a single ecosystem via the ClientShape platform, all customer data is now accessible through a single, robust and easily digestible reporting system.
By merging data from a variety of software sources, such as Salesforce, JIRA and JSD, ClientShape effortlessly creates detailed customer profiles and provides customised data management functionality tailored to VOSS Solutions’ specifications.
These easily accessible customer profiles, coupled with the additional information provided through ClientShape’s unique range of custom features, provides VOSS Solutions with deep insight into their customers’ evolving needs, allowing them to uncover new business opportunities and tailor their products and brand messaging to better resonate with their target audience.
Conclusion
With the ClientShape platform driving its operations, VOSS Solutions has fully unified its business ecosystem. This enables the organisation to effortlessly collaborate, provide its customers with rapid and precise support, and gain real-time insight into their audience’s evolving needs.
It has liberated its skilled workforce from menial responsibilities, allowing the company to redirect its staff talent to higher-tier objectives. This has not only led to an immense reduction in business expenditure but opens up the possibility to pursue more lucrative opportunities.
Ultimately, VOSS Solutions is now a better informed, highly versatile and more agile organisation with Clientshape facilitating collaboration between departments.