[ Case Study ] Scaling Customer Support Capacity without Hiring
[ Case Study ] Scaling Customer Support Capacity without Hiring
With the ProcessDriven Foundations™ framework, Logitrac systemized its customer support workflow, increasing the team’s capacity to support an additional 300 clients.
85%
Systemization Snapshot™ score improvement
300
Additional clients supported without hiring more staff
1
Company-wide work management tool
ABOUT LOGITRAC
Started in 2007, Logitrac is a fleet management platform headquartered in McKinney, TX, enabling dealers to track usage of their courtesy vehicles and ensure customer compliance with the vehicle agreements.
INDUSTRY: Automotive Software
TYPE: For-Profit
TEAM SIZE: 30+ Employees
LOCATION: United States
FOCUS AREA: Customer Support
- Created unified company workspace
- Unlocked capacity to enable growth
- Standardized inter-team workflows
Before ProcessDriven
Without standard data on client onboarding or engagement, Logitrac struggled to track customer status and provide consistent customer support. The post-sales process was undefined, leading to uncertainty and lost revenue. Without a unified workspace, interactions with clients weren’t properly tracked and issues were addressed individually, so root issues persisted. This led to lower customer satisfaction and higher churn.
Logictrac joined ProcessDriven with the goal of setting up a unified workspace and creating standard flows to create an easier customer journey, for clients and staff.
Ashton Medina, Operations Executive at Logitrac, was tasked with overhauling their work management system to bring a sense of calm and certainty to the team’s daily work.
Regonizable growth in two months
On her first day with ProcessDriven Foundations™, Ashton was starting from scratch. In her first month, she built out Logitrac’s work management tool to include interconnected spaces for Sales, HR, Finance, and Support.
Customer Support tasks were standardized and templated, customer onboarding and finance processes were brought under one system to ensure no lost payments, offboarding procedures were implemented so sales could prevent member churn, and employee capacity was tracked to gauge performance and ensure proper workload balance.
ProcessDriven Coach Sarah worked with Ashton along her Foundations journey to navigate common obstacles and implement strategies to improve buy-in from her team.
Expert support on process mapping, task documentation and automation, and workflow design were key to Logitrac’s quick system implementation.
Results after six months
Using the ProcessDriven Foundations™ framework, Ashton built a unified system that allowed sales, support, and finance teams a single view into the status of their customers. Logitrac managers are now able to track team performance and Key Metrics in a central location, increasing transparency and accountability for the team.
Logitrac saw the biggest improvement in the Knowledge Documentation since joining Foundations. Because of the increased automation and organization in ClickUp, her Customer Support team was able to expand their capacity to handle 300 additional clients.
Management is confident the daily work is being done — and tracked transparently — and can refocus on growing the business.
ProcessDriven uses our proprietary Systemization Snapshot™ quiz to score an organization’s operations compared to others in the ProcessDriven orbit. You can see Logitrac’s progression in the chart below. Take the quiz yourself to see how systemized your business is compared to others in the ProcessDriven orbit.
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