Maximizing NRR with the same resources
Thousands of veterinary practices use PetDesk to assist their staff, expand their business, and guide clients to better care. With PetDesk's 5-star rated mobile app, automated reminders, texting platform, and other engagement tools, clinics retain their best clients that put care first.
Lumopath is unlike any tool out there.
It helps our CS team prioritize the highest value efforts and maximize NRR with the same resources.
What challenges were Emily's team facing that drew her to our product?
Like many companies, PetDesk was tasked with "doing more with the same resources," but with so many tools and teams, it was difficult to identify where the most leverage could be gained.
The team's work was distributed across a half-dozen tools (Email, Slack, RingCentral, Zendesk, Jira, Salesforce), creating data silos.
It was believed that with better data visibility, the team could work significantly more efficiently to handle their growing workload.
The lack of harnessed data made it difficult to deliver better client outcomes despite the team's best efforts.
What was your process for the above?
Emily relied on conversations with employees to identify time sucks. This was a highly reactive process that depended on reps effectively identifying problems. Emily interpreted team feedback without an objective source of truth.
Emily suspected that certain customers were not profitable based on the time investment of her and other teams, but had no data to back up her hunch.
While Emily and team were able to review client milestones / health within their CSP, this was reliant on employee-entered datapoints. Emily had a strong suspicion that time sucks were being missed.
How did Emily's team use Lumopath to solve the above?
Lumopath identified how much time was going into supporting each client across all teams/team members.
Emily's managers began to use this information to proactively coach their teams to focus on the highest value clients and avoid wasting time on lower value relations.
CX Ops used Lumopath to uncover which processes took the most team time. They used this information to determine which automations could provide the most leverage.
Outcomes
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