N12M

BACKGROUND

Introduce your business and what you do there.

I’m the head of marketing and brand for an energy retailer in Tasmania.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Tiny CX Freeform?

A large part of the population in Tasmania were customers of our service, and we needed to understand who those customers were from a segmentation viewpoint and what they valued in an energy provider. That way, we could design and build future products and services. We hired Tiny CX Freeform to conduct market research. 

SOLUTION

What was the scope of their involvement?

The scope of work in the initial phase with Tiny CX was to do segmentation on our whole customer base, understanding what demographics our customers fit in and their energy usage patterns.

They did both qualitative and quantitative research. They contacted around 15,000 of our customers for a 25-minute in-depth survey. The information obtained was compared to the data that we knew from our customers, but they also asked questions about what the customers valued from an energy provider.

We still work with them on other projects at the moment.

What is the team composition?

We work with two people from Tiny CX.

How did you come to work with Tiny CX Freeform?

Tiny CX was recommended by a colleague who had worked with them previously. We went through the competitive environment to quote around what we needed. What Tiny CX provided as far as the quote, not only from the price but also the structure and the way that they proposed the project, was enticing for us — so that's why we chose them.

How much have you invested with them?

We have invested $250,000 AUD (approximately $194,000 USD).

What is the status of this engagement?

The project lasted from January – June 2020, and we still work with them on other projects.

RESULTS & FEEDBACK

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

We have no metrics, but the data that Tiny CX has provided has been embedded across our whole organization. We’ve changed our organizational structure to support their work around who our customers are and how we interact with them. Additionally, we have tagged our customer database with the segments that they’ve provided, so every interaction we have with the customer is now reliant on that information.

How did Tiny CX Freeform perform from a project management standpoint?

They are great with project management. They have weekly meetings with us and work in biweekly sprints as well. Not only that, but they manage the whole project very well in an agile way, and they've also set up a structure in our organization to help support them.

What did you find most impressive about them?

I’m impressed by their ability to understand the problem that we are trying to solve. They ingrain themselves into our business — they don't just provide any solution but instead deliver bespoke ones. They are really clear on what our problem is, who we are in the market, and who our customers are.

Are there any areas they could improve?

The only thing we would have done differently from our end would have been to engage with them sooner, given the quality of work that they do. We probably wasted a lot of money previously with other research agencies who didn't provide the quality of work that Tiny CX did.

Any advice for potential customers?

I would advise you to let them into your business and meet with your people. That way they can understand what they're trying to achieve. Treat them like they are part of your team, too. Include them in all of your strategic planning, so they become an extension of your business.

BACKGROUND

Please describe your company and your position there.

I am the CEO of OneVault Australia and we help healthcare respond to accreditation in minutes, not months.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Tiny CX?

The company is ready for growth and needed to develop a deeper understanding of our CX for connection purposes. Our goal was to have a Marketing Strategy that reflected a deep understanding of our 6 customer verticals and develop customised marketing content for those connections.

SOLUTION

How did you select this vendor?

Although we had searched online, Tiny CX were recommended to us through an international business development company. After an initial interview, I knew they had the experience, skills and the passion to undertake our project. The fact that they are constantly researching in this space means they are ahead of the game, with the latest ideas and strategies. What sets them above others, is develop a methodology that you can reapply as markets shift.

Describe the project in detail and walk through the stages of the project.

Tiny CX has developed a methodology to walk the novice through the process. We initially started with identifying and setting outcomes and timeframes. We then moved onto market research phase and then qualified our research with user feedback. We then applied that knowledge to developing both the strategy and content down to detailed level. Finally, we launched the strategy and have reaped the rewards ever since!

How many resources from the vendor's team worked with you, and what were their positions?

My team worked directly with their team, and I worked directly with the Founder.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We’re ecstatic with the deliverables from Tiny CX. This project has been the foundation of our current strategy driving a 224% increase in sales over the past 12 months. The fact that they have a methodology that they teach you means we can use the methodology to reassess our strategy each 6 months.

How effective was the workflow between your team and theirs?

From the outset we developed a weekly online meeting with phone calls and emails in between for support and check back. Each week both teams had outcomes to achieve and these would be reviewed and worked through during the weekly online. It worked perfectly because it was pre arranged. I highly recommend this workflow as it kept all parties focused.

What did you find most impressive or unique about this company?

Tiny CX are so deep in knowledge and passion and delivery their model and workflow is far superior to your run of the mill CX strategists. Having an ongoing methodology to apply to review our strategy ongoing is definitely a game changer for my team.

Are there any areas for improvement or something they could have done differently?

No I was completely happy with my deliverables.