Strategex

BACKGROUND

Introduce your business and what you do there.

I’m an operating partner at Riverside Company, and we’re a global investment firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Strategex?

We needed help to identify strategies to assess and improve NPS.

SOLUTION

What was the scope of their involvement?

They helped us identify a group of key customers that Strategex could contact to have in-depth interviews regarding how the business we were focusing on interacted, supported, and served them. The purpose of this was to determine if there were areas of improvement in their services in order to strengthen their customer experience.

What is the team composition?

We primarily worked with one of the VP of the company, but there was a secondary person who assisted on the project.

How did you come to work with Strategex?

We worked together for another company in the past. I was very pleased with the methodology and with the comprehensiveness of their work. Also, we liked the report they provided at the end because it was actionable and it had good information.

How much have you invested with them?

We invested less than $50,000 with them.

What is the status of this engagement?

We worked together from September–November 2020.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We measure the success by the fact that we now have an output summary report that provides analytical and anecdotal comments with specific feedback from customers. That’s very useful for our business because it has specific information with recommendations for specific actions.

How did Strategex perform from a project management standpoint?

Communication was excellent, and they were always on time. They completed and performed as they promised.

What did you find most impressive about them?

They handled a great timeline management with great delivery and quality level. 

Are there any areas they could improve?

I don’t think there’s something they can improve on — it’s a well-done model.

Any advice for potential customers?

Be honest about the part of the business you’re trying to improve. Also, be open to the input and feedback they provide. Even though you may disagree, their input is based on actual customer discussions, so they only provide solid and meaningful feedback.