Building a global customer success organization is a daunting task for even the most mature organizations. Join Bruno Giorgini, sales operations manager at Easy Taxi and Mariana Azevedo, B2B analyst at Easy Taxi as they breakdown how Easy Taxi created their customer success organization and the challenges they faced.

1. 09.22.2016
How Easy Corporate built their
Customer Success Organization

2. Before we begin…

3. Before we begin…
Today’s session will be recorded!
We will email all registrants a copy of the slides
as well as a recording of the webinar

4. Before we begin…
Ask Questions!
We will answer them in our live Q/A
session at the end of the session

5. Before we begin…
Ask Questions!
We will answer them in our live Q/A
session at the end of the session

6. Today’s Speakers
Bruno Giorgini
Sales Operations Manager
Mariana Azevedo
Sales Operations Analyst

7. Today’s Agenda
ABOUT EASY CORPORATE
WHY CUSTOMER SUCCESS
CHALLENGES IN GLOBALIZATION
WHY EASY CORPORATE CHOSE GAINSIGHT
1
2
3
4
5 USE CASES

8. ABOUT EASY CORPORATE

9. Used by
+25 MM
passengers
Best taxi app
Android, iOS and
Windows Phone
Found in 2011
Global Leader
In 18 countries
US$ 77 MM
investment raised
+500 M
drivers
Approved by
+3,000
B2B clients
Since 2011 innovating on customers and companies transportation

10. WHY CUSTOMER SUCCESS IS
IMPORTANT FOR EASY CORPORATE

11. Sales Cycle
Number of clients in rapid growth
Vs.
Difficulties in managing all those clients
Customer Success importance

13. Customer Success is ensuring your
customers achieve their desired
outcome while using your product.
But WHAT IS
Customer Success?
“
”- Gainsight

14. THE CHALLENGES OF STANDARDIZING
CUSTOMER SUCCESS IN A GROWING
GLOBAL TEAM

16. WHY WE CHOSE GAINSIGHT TO
DRIVE CUSTOMER SUCCESS

17. Why did Easy Corporate purchase Gainsight?

18. How Easy Corporate did it…

19. 1. Life Cycle
2. CTAs
3. Data integration
4. Playbooks
How Easy Corporate did it…

20. • Will Churn: client about to stop using our services
• Churn: client lost
• Usage vs. Potential
• NPS score: sent 90 days after 1st ride
• Health Score: we set criteria for the clients health and them, combined,
give us the clients health score (ex: usage vs. potential, usage growth,
registered users, NPS and delayed CTAs)
Main KPI’s tracked with Gainsight

21. 1. Focus a lot on training and making the executives understand the
value of the platform
1. Recycle the CTAs and Playbooks every 4-6months
1. “Be there” for the executives, listening to their suggestions and
critical points (find “champions” - team influencers)
1. Participate on Gainsight trainings and webinars (this helps you to
keep updated about the platform and market best practices)
LESSONS LEARNED

22. HOW WE USE GAINSIGHT
AT EASY CORPORATE

23. CS EXECUTIVE’S POINT OF VIEW
CS executive spends most part of his time on Cockpit and Customer 360º

24. CS executive spends most part of his time on Cockpit and Customer 360º
CS EXECUTIVE’S POINT OF VIEW

25. CS MANAGER’S POINT OF VIEW

26. CS MANAGER’S POINT OF VIEW

27. Questions?
Bruno Giorgini
Sales Operations Manager
Mariana Azevedo
Sales Operations Analyst
Brian Brannon
Marketing Program Manager