Customer Success

As Otto (formerly TeleVet), experienced explosive growth, Fractal River implemented a People, Process, and Technology digital transformation strategy that reduced time to value by 45%, improved onboarding production by 17.5x, eliminated the Onboarding backlog, and reduced debooking and churn risk.

We created a new customer success process to be able to get on top of backlog of tickets, understand why customers were unsatisfied and churning at high rates, through ticket reporting, which allowed the company to prevent further issues and “stop the bleeding.”