IoT eBike
The IoT eBike solution offers support, ticketing, Helpsquad portal, and CRM linkage. Inclusive of Knowledge base, tutorials, warranty insights, and service requests, it played a pivotal role in Porsche's investment, amplifying eBike innovation.
Established Customer Success department to increase CSAT!
Project's challenges
Greyp encountered inefficiencies in client care approach, causing delays in issue resolution and impacting satisfaction and brand reputation.
Without a structured ticketing system, customer issues became hard to manage, causing frustration and a poor user experience.
To accelerate product development and penetrate the market more effectively, Greyp needed a substantial financial injection and a strategic partner.
Without a dedicated data analytics department, Greyp faced challenges making informed, data-driven decisions.
Greyp faced roadblocks in long-term software development, impacting resources, feature prioritization, and roadmap clarity, hindering efficiency.
Interdepartmental communication issues within Greyp led to misunderstanding and misalignment of the common goal among different teams.
The demand for high-quality products in the competitive eBike market placed a significant pressure to beat the clock.
Established Data Analytics team and metrics to understand user behaviour!
What was done?
Customer Success
Complete team formation, roles, and workflows for efficient query and issue management were set up. This led to significant improvement of customer service quality and responsiveness.
HelpSquad Creation
Comprehensive ticketing & issue reporting for structured, traceable customer problem-solving, enhancing experience & efficiency was developed. Integration made with Salesforce.
Data Analytics
Data analytics and tools were introduced and integrated, empowering Greyp with strategic insights and enhanced performance monitoring.
Porsche Investment
Integral due diligence led to major Porsche backing, spurring 'Porsche eBike Performance.' A pivotal boost for Greyp, empowering it with the resources to accelerate product development.
Strategic Planning
Streamlining resource allocation, workflows, and a clear five-year product roadmap for enhanced software development.
Extensive Research
Guiding FUSE app creation, extensive research revealed market trends, user needs, and competitor strategies. This foundation paved the way for a compelling, user-centered solution.
Cross-Team Unity
Enhanced interdepartmental communication for seamless teamwork, collaborative problem-solving, and streamlined product development.
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Product Quality
Collaborative approach allowed to align on product features, user experience, and quality standards, leading to increased customer satisfaction and market competitiveness.
Established Customer Success Team
Successfully built a dedicated customer success & support team from scratch, enhancing the company's customer service quality and responsiveness.
Secured Investment from Porsche
Played a significant role in the due diligence process that led to a pivotal investment from Porsche and the creation of 'Porsche eBike Performance'.
Founded Data Analytics Department
Initiated the setup of a dedicated data analytics department, enabling data-driven decision-making and performance tracking.
Boosted Product Quality
Collaborated closely with the software and design departments to enhance the quality of the eBike software, leading to increased customer satisfaction and market competitiveness.
Implemented Greyp Helpsquad
Introduced a comprehensive ticketing system and issue reporting platform, improving issue tracking and resolution, and subsequently enhancing the customer experience.
Developed FUSE App
Guided the development of the FUSE fleet management app, informed by detailed market and competitor research, leading to a competitive, user-centric application that strengthened the company's market position.
Enhanced Software Development Planning
Contributed to strategic, long-term software development planning, ensuring clear resource allocation and a detailed product roadmap for up to five years.
Improved Interdepartmental Communication
Improved the alignment and collaboration between the hardware, embedded software, and software departments, leading to a streamlined product development process.
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