Increasing CSM efficiency by 20%
Sense, the leader in AI-powered Talent Engagement, redefines the recruitment process by seamlessly blending personalized, omnichannel candidate experiences with enhanced recruiter efficiency.
Trusted by over 1,000 organizations, Sense offers a comprehensive suite of features, including Recruiting Automation, Talent CRM, Career Sites, Campaigns, Candidate Scoring & Matching, AI Chatbot, Text Messaging, nterview Scheduling, and Referrals.
Optimize every step of the talent acquisition journey with Sense, where cutting-edge technology converges with intuitive functionality.
Lumopath has vastly improved my team’s prioritization and capacity planning. The insights have been game-changing and not something I could realistically produce on my own.
What challenges were Russ's team facing that drew Russ to our product?
Sense has 25+ CSMs managing over 1,000 customers across multiple verticals. As the business expanded, it was growing increasingly difficult to assign accounts and manage team resources.
CS leadership was uncertain if they had the appropriate coverage for accounts
It was difficult to determine who had excess capacity and who potentially had too many accounts
It wasn’t clear where CSMs were spending their time so it was difficult to identify solutions
What was your process for the above, prior to Lumopath?
Russ relied on conversations with employees to determine bandwidth. Russ had a CSP in place to monitor client milestones, but didn’t have a way to know the human hours it took to support each client.
He used customer ratios based on manual time-tracking exercises and feedback from his team members. Russ worried that these ratios didn't accurately take into account varying needs by customer/segment. He was also concerned that his ratios weren’t evolving and reflecting the changing business.
How does Russ's team use Lumopath to solve the above?
Russ now has a single, objective view of capacity - calculated from Email, Slack, Meetings, Google Drive, Ticketing, and other activity. Russ uses this to build the right plan, assign accounts based on each member's true capacity, and gain alignment across the organization - from senior leadership down to the individual CSMs.
By getting visibility into where time is being spent across all teams, clients, segments, products, etc, Russ has been able to identify areas to increase efficiency and help his team get more done with the same resources.
On a recurring basis, Russ and his CSMs review clients getting too much support relative to their revenue, as well as high-value accounts that need more attention.
Offloading low-value work gives his team extra bandwidth to double down on strategic work to drive NRR, even with the same headcount.
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