Structuring Customer Success to scale without losing customer DNA

Abraxio is the only specialized all-in-one solution for managing all aspects of the IT department, covering all IT management needs: budget management, project portfolio monitoring, supplier management and team management.

Abraxio was faced with the challenge of strong growth, yet lacked an established CS culture and structured processes. The objective was to align the team with market standards, while retaining the DNA of hyper-commitment and proximity that is the strength of the product.

Thanks to a comprehensive audit followed by a clear roadmap, Customerz laid the foundations for a scalable and robust CS. The team was brought on board around a clear plan, concrete projects were quickly launched, and the results were felt within the first few months, both in terms of efficiency and business impact.

Customerz provided a structuring framework without distorting Abraxio's culture of strong commitment. By professionalizing CS practices, supporting the structuring of the team and launching operational projects, the mission enabled the company's culture to evolve, while laying the foundations for solid, controlled growth.

Continue the roll-out of structuring projects with Customerz, strengthen the CS team, refine segmentation and industrialize certain paths, while continuing to capitalize on customer feedback to develop the solution. Objective: maintain a high level of customer satisfaction while supporting the acceleration of our business.