“ESG didn’t just advise – they executed alongside us. They anchored our focus on what actually moves the needle: customer needs, team alignment, and prioritized action. The result was a materially faster transformation from legacy technology company to modern SaaS operating model.”— Carlos Quezada, VP of CX Strategy, Automation & Enablement, Hewlett Packard Enterprise Overview HPE was […]
READ MORE42% Onboarding Reduction 90% Escalation Reduction 71% Faster Time to Kickoff The Situation: Revenue and Margin at Risk A private equity-backed technology company approaching a valuation event faced mounting retention pressure driven by stalled implementations. More than 20 customers sat in an implementation backlog, most well past their planned timelines. Sales communicated a 12-week onboarding […]
READ MOREThe Situation: Exit Risk Emerges Late in the Hold A private equity–owned digital health company entered the final stage of its investment cycle. With more than 6,000 SMB customers, the segment represented a growing source of risk as the company prepared for exit. Six-month revenue churn climbed from 6.7% to 14.2%, eroding renewal predictability and […]
READ MOREClient Overview ESG’s client in this case study is a leading provider of advanced analytics and patient management software specifically tailored for SMB health practices. This digital health management platform includes a suite of products designed to streamline operations, enhance patient care, and ultimately drive revenue growth for small practice professionals. However, as the company […]
READ MORE“Having ESG as a partner has been absolutely instrumental to the success of the program. There’s tremendous value in working with a vendor who has helped other organizations take the same journey.” – Karl Hofmeister, Senior Program Manager, Aruba Aruba, a Hewlett Packard Enterprise company, got its start as a hardware manufacturer. Today, they are […]
READ MOREPure Storage® (NYSE: PSTG) prides themselves on giving technologists their time back. Pure delivers a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds. Pure helps customers put data to use while reducing the complexity and expense of managing the infrastructure behind it. […]
READ MORE“I’m a strong believer in clients come first, and that’s what ESG believes as well.” – Seth Turner, Chief Strategy Officer, AbsenceSoft Every HR professional knows what a headache it is to track employee leave for hundreds or even thousands of employees. When navigating a labyrinth of spreadsheets and sticky notes just won’t cut […]
READ MORE“If somebody came to me and asked for advice on how to get started, I would say call ESG.” – Carlos Quezada, Head of Customer Success, Aruba Aruba Networks got its start as a hardware manufacturer, but today they are a complete solution provider for mobile enterprise networks. In 2015, Aruba became a Hewlett Packard […]
READ MOREGone are the days when only born in the cloud SaaS companies had Customer Success teams. As the subscription economy continues to spread far and wide, even commodities companies are thinking about how to move to a subscription model, and in turn, how to keep their customers happy and successful. Making that shift is certainly […]
READ MOREWe take great pride in the work that our teams do to help our clients achieve their goals, and nothing makes us prouder than seeing that work result in growing those partnerships. ESG began a partnership with a global customer experience and call center technology company in 2018. In 2019, we’ve expanded that relationship! The […]
READ MOREWe’re thrilled to partner with a Global $3B Software company to help build out their brand new Customer Success program. Business challenges A significant SaaS transformation within this Global Enterprise Software company led them to a new need to create a Customer Success program. Building a successful and scalable CS program from scratch is no […]
READ MOREBusiness challenges Demand for revenue growth Clients that leverage the robust training and education that VMWare offers are happier and more likely to renew. To ensure customers take recommended training, VMware offers Training Credits as well as Professional Services Credits (PSO Credits) which can help cover customer training expenses. Without someone proactively managing consumption, PSO […]
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