In business, as in life, perhaps the most confounding and important question is: What should I do next? The good news is that Klever Insight has the answer. Caveat: it only promises to work for customer success and support teams of enterprise software companies. Hey, we have to start somewhere.
Billing itself as the world’s first “Smartest Next Step” platform, Klever Insight provides customer success and support teams a step-by-step way to focus on the important fine-tuning and tools that companies need, from realigning resources and talents to addressing the capabilities and behavior of employees.
The Durham-based company will be a featured presenter on the main stage at the CED Tech Conference on Feb. 25-26 at Raleigh Convention Center. They’re especially eager to get in front of the 100+ investors expected at the conference as they look to top off a current financing round with an additional $1.6-2.5 million.
Part of the case Klever Insight makes to investors is that it’s addressing a big problem. According to a Genesys report, enterprises lose $338 billion annually from poor customer support.
“In our world of customer support, it’s like an emergency room of a hospital where people are coming in all the time,” said Phil Verghis, the CEO of Klever Insight.
Verghis believes the average manager has about 10 minutes, per person per day, to coach his or her employees. So he created a data-driven, digital coach to help management teams help their employees—which ultimately, helps the company and their costumers.
Klever Insight has a unique “5:24:30” approach.
Their clients answer a 14 question survey that takes about five minutes, then within 24 hours, Klever Insight recommends your “smartest next step.”
The digital advisor compares responses to data about organizations with similar characteristics and recommends what is likely to work for the company.
The data-driven algorithm provides key objectives based on your team’s preferences, past experiences and ability to execute. There is no consulting or professional services required and managers can send out tasks to train employees within an hour.
The programs provide bite-sized assignments for managers, so they can do a little bit every day to make a difference. Success is measured via a series of customized metrics, which on average, take a maximum of 30 days to see results. (That’s the final piece of the 5:24:30 approach.)
Klever Insight’s Open Customer Metrics Framework (OCMF) shows progress and provides advice to help customer support and success teams focus on the metrics that matter, Verghis said.
The executive team spent two years building the algorithm and seeking to develop the right questions that can provide management with proper feedback, data and help.
Thousands of people across more than 40 countries have taken the survey that helps diagnose issues and recommend solutions. Meanwhile, Klever Insights currently has 20 clients around the world using the software.
One of the company’s notable clients is Hewlett Packard Enterprise (HPE,) a $7B information technology business, which has 12,000 employees in customer support alone. According to a case study by HPE, it saved $58 million through Klever Insight’s services.
“We are complementary to consultants, we don’t regulate them,” Verghis said. “We think about how to approach a problem, not how to do it. We are helping with higher-level problems that help them do their job so they can see the results quickly.”
In the next 12 months, Klever Insight hopes to continue to connect the dots, Verghis said. Its upcoming fundraise will help broaden its tool set to target smaller companies as well as the Hewlett Packards of the world.
“We work with some of the most sophisticated enterprises on the planet,” said Verghis. “So we are working on helping smaller companies that are growing quickly, who have the same problem. If we could help big companies, we could help small ones too.”