Client Overview: A growing subscription-based service provider with a large and diverse customer base.
Challenge: The client faced challenges in managing customer data effectively, leading to poor customer service and retention issues.
Solution: I designed a customer data management system in Google Sheets, incorporating customer segmentation, service history, and automated reminders for follow-ups. The system also included data validation to ensure accuracy and consistency.
Results:
- Quantitative: Improved customer retention rate by 25% and reduced customer service response time by 15%.
- Qualitative: Enhanced customer relationship management through more organized and accessible data, leading to higher customer satisfaction and loyalty.