Case Study Vecna – Increasing Customer Touchpoints while 60% Reduction of Team Size due to Journey Mapping, Playbooks & Processes

In this case study, we showcase our collaboration with Vecna Robotics, a leading company in the robotics industry. The main challenge they faced was to increase the efficiency and scalability of their customer success managers (CSMs) despite a significant 60% reduction in team size. Our approach involved among other things establishing customer journey maps, implementing well-defined playbooks and processes and conducting soft-skills training to increase Customer Touchpoints and empower the CSMs.