Reducing Time-to-Value by 14x
Sovos
Solve Tax for Good
and Focus More on Growing Business.
3 company KPIs to increase bookings and reduce churn.
A key initiative launched to create a differentiated, cohesive, consistent customer experience that kept the promise of delivering value quickly. Our VP of Customer and User Experience knew our smart team could drive the initiative and got buy-in from the C-Suite.
Customer Experience (CX) Goal
In addition to managing corporate finances and budgets, our customers (a CFO, for example) needed to analyze data and file tax returns in a timely manner, ensuring sales tax wasn't applied to exempt customers.
We wanted to reduce the time needed for customers to receive value from our solution after signing the contract.
UX lead: Business strategy, UX Research, CX design, Workshop moderator
CX Strategy —
Design Thinking Workshop and Journey Mapping
As the design lead for the business unit, Brenton was assigned to orchestrate a plan. A live design thinking workshop would bring key stakeholders together from across the company with the goal of designing a solution that would:
Create a shared understanding of reality across the company
Look at the entire experience from the customer’s standpoint
Understand each team’s limitations and requirements
Create a shared vision to meet our initiative and ultimately help the company hit its KPIs
Pre-Workshop UX Research
Brenton leveraged IBM’s experiences framework to organize the topics, based on the customer experience. In addition to customer support, a current state Journey Map was generated, chock full of recent customer data, insights, and pain points.
We identified key themes used in the workshop:
A huge mismatch of customer timeline and product expectations
Roadblocks in sharing information internally
Engagement needed in the sales cycle by supporting teams
Collaborating and Designing Together
With unwavering support from our executive stakeholder, we gathered the business unit (BU) leadership from across Sovos for a 2-day Design Thinking Workshop at HQ.
It Felt Like Magic!
It was amazing. Each person in the room from each BU saw the problem for the first time through the customer’s eyes!
In the end, our team came up with a creative solution for each theme and pain point. Collaboratively, we figured out a way to design for delight and deliver value to each customer within 2 days of signing the contract.
Our team shrank Time-to-Value from 4 weeks to 48 hours!
