(Re)thinking the Customer Experience to accelerate growth

GRAAD Santé
0-49
Training
Transformation, structuring & recruitment
4 months

Graad Santé offers innovative, premium medical training courses for healthcare professionals.

Customerz applied its structuring audit methodology, combining interviews, tool analysis and organizational diagnostics to draw up a clear, actionable roadmap.

The mission

The aim of the assignment was to support GRAAD Santé in structuring its Customer Experience division to support growth and strengthen customer commitment.
Audit
Interviews, analysis of tools, launch of projects and implementation of new managerial routines.
Organization & Leadership
Definition of missions and objectives, recruitment of Head of CX. Clarification and communication of vision.
Processes & Tools
Optimization of workflows, automation of certain tasks, structuring of customer request management.
Customer Experience
Redefinition of the customer journey, creation of playbooks and tools to facilitate support.

Our support

Step 1

Audit

  • Interviews with teams, analysis of tools and overall diagnosis to identify levers for improvement.
Step 2

Organization & leadership

  • Clarification of roles, definition of objectives and support in recruiting a Head of CX.
Step 3

Processes & tools

  • Optimization of workflows, automation of key tasks and structuring of request management via Zoho and Notion.
Step 4

Customer experience

  • Redesign of the customer journey, creation of playbooks and integration of new rituals to improve the quality of support.

Feedback

Why Customerz ?
How did Customerz meet the challenge?
What's next?
Why Customerz ?

Faced with GRAAD Santé's rapid growth and the need to structure customer relations on a long-term basis, the company called on Customerz to provide external expertise and align strategy, organization and tools.

How did Customerz meet the challenge?
  • Clarifying leadership: redefining roles and responsibilities.
  • Structuring processes: setting up playbooks and monitoring KPIs.
  • Harmonizing the customer experience: Align customer journeys and automate recurring tasks.‍
  • Team commitment: Coaching and change management.
What's next?

🚀 Maintain momentum: Consolidate rituals put in place and monitor KPIs.

🔜 Next phase: further automate and refine customer engagement tracking.

The results

Structuring
a strong CX division
Strategy, organization and compensation aligned to support growth.
Loyalty
customers
Enhanced retention and maximized long-term value.
Performance
optimized CX team
New integrated rituals and playbooks for greater effectiveness and impact.
Talk to an expert
"A Customerz expert joined GRAAD Santé at a key moment in our development, when we were looking to structure our Customer Experience department. Dynamic and cheerful on a daily basis, she quickly grasped a complex environment, effectively identified the issues and proposed operational solutions. Her immediate and lasting impact made our collaboration a particularly valuable experience."
Olivier Balme
CEO of GRAAD Santé

Mission deliverables

Automations

  • Optimization of tools and simplification of processes via Zoho and Notion.

Playbooks

  • Structuring customer interactions and creating a seamless customer journey.

Training & Onboarding

  • Support for new CX management and training of teams in new practices.

Dashboards

  • Set up monitoring indicators to steer CX activity.

At Customerz, we combine these strengths within a structured team to guarantee you support that is both human, personalized and performance-oriented.

CS structuring
IT
Structuring Customer Success to scale without losing customer DNA
5-6%
churn rate maintained
Audit & Support
Restructuring processes & tools
Proptech
Structure, automate and industrialize customer support to support growth
+25%
productivity gains for support teams
Tools
F.A.Q

Your questions

What is Customerz ?

Customerz is a collective of SaaS B2B Customer Experience experts. We help companies structure and optimize their CX strategy through audits, tool integration, training and operational support.

Who can benefit from our services?

We work with startups, scale-ups and large companies, especially those who want to structure their CX, improve retention and optimize their processes.

Why choose a collective rather than a consulting firm?

With Customerz, you have access to specialized, flexible and immediately operational experts, with a hands-on approach and concrete results.

How does our support work?

We offer services tailored to your needs: one-off assignments, long-term support, tool integration or operational reinforcement.

Optimize your Customer Experience today!

Talk to an expert