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Rescuing a Lost Account & Securing the Renewal

The customer, a leading American insurance company, was dissatisfied with the network services they were receiving and could not see the value they added.

This led to a breakdown in the relationship with their Network Service Provider, putting the account at high risk of being lost. The account team lacked visibility across the service, hindering their ability to accurately demonstrate the value they were delivering and creating a disconnect between customer expectations and service delivery.

Success Story

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"With Hublsoft and the new perspective this gave them, they had a clear focus to create a comprehensive plan to rectify their situation and secure the renewal."

Delivery Executive, Global Technology Service Provider

The Goals

  • Address the end customer's dissatisfaction with the service and secure the contract renewal.

  • Gain complete visibility across the service and network estate.

  • Accurately portray the value of delivered services.

  • Bridge the gap between customer expectations and received services.

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The Solution

Using Hublsoft Decision-AI and with help from the Hublsoft Customer Success team, the Service Provider account team developed a comprehensive understanding of the end customer's expected business outcomes.

This, combined with the data they already had, when ingested into Hublsoft, created a holistic view of their service's performance and the value delivered against these outcomes. With this new perspective, they formulated a comprehensive plan to rectify their situation and secure the renewal, which included a comprehensive network improvement plan. The team then used Hublsoft to tailor specific value narratives for each key stakeholder, guiding executive conversations through the network's pain points and articulating how their solutions would address these issues.

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The Outcomes

  • Secure a 3-year renewal contract, with an agreement to use Hublsoft for tracking, optimising, and driving improvements across the network.

  • Transformed their relationship with the customer from dissatisfaction to complete trust and transparency.

  • Engaged with the customer in further discussions about strengthening the network's security, generating additional projects and revenue.

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