SaaS case study - maintaining a competitive edge with quality assurance

Implementing a robust quality assurance program confers SaaS companies with a distinct advantage in the market, bolstering customer loyalty and trust. By prioritizing excellence, these companies ensure their offerings meet the highest standards, cementing their position as industry leaders.

The challenge

After encountering considerable hurdles in implementing effective quality processes, our client turned to external aid to explore alternative strategies for delivering exceptional service. During the first two years of our collaboration, our team of experts worked closely with the tech company to establish a resilient internal framework for quality processes. While achieving great success in many aspects, compliance issues necessitated the requirement for further assistance.

The solution

To address this tech company’s challenges related to compliance issues, improving quality process implementation, and boosting their CSAT score, SupportNinja offered to implement the Elite Quality Framework to facilitate a more structured approach.

This unique approach compiles multiple quality processes to help with the end-to-end production lifecycle of the business. SupportNinja’s Elite Quality Framework is focused on improving every aspect of our business and making better decisions through analytics and standardized methodologies, including:

• Customized QA form build
• KPI correlation analysis
• Quality intervention and collaboration
• Quality intelligence and insights

The results

After presenting the Elite Quality Framework processes to the tech company, the client was excited to begin implementation immediately.

There were three key areas of notable improvement after implementing the framework:

1. QA form improvement

SupportNinja's QA leaders conducted an analysis on QA and customer satisfaction (CSAT) results over four months. The suggested improvements to the QA form were approved and implemented, leading to a focused approach on CSAT with higher weightage on related line items.

2. QA requirements compliance

With the implementation of the Elite Quality Framework, the team of Team Managers surpassed their evaluation goals. They were able to complete three evaluations per agent per week, exceeding the target of five evaluations per agent per month.

3. Customer satisfaction (CSAT) improvement

The team initially struggled to meet their CSAT goal of 4.6, with scores falling as low as 4.18. However, after implementing the Elite Quality Framework and new QA form, their CSAT score improved to 4.49. A month later, they successfully achieved their goal with a score of 4.67, and have been consistently meeting or exceeding the CSAT goal since then.

Improved relationships and performance

Implementing the Elite Quality Framework has been a tremendous help in not only improving the client's agent performance and CSAT score, but it has also helped strengthen the relationship between SupportNinja and the tech company. Our expertise and continued support of the tech company and its customers enabled the tech company to enhance its customer satisfaction and loyalty, setting itself on a path of continuous improvement and future success.

Partner with us

Support takes pride in our unwavering commitment to helping companies achieve their business goals through strategic partnerships based on collaboration. Need help reaching your KPIs? From providing dedicated support teams to offering strategic advice, we're here to guide you every step of the way. Reach out to SupportNinja today to discover how we can forge a powerful partnership to unlock your ultimate success.