PE Firm with High Disconnect Rate
USE CASE
Enhancing Connectivity for a US Global Private Investment Firm Managing over $200 billion in assets
PROBLEM
The firm faced significant challenges with its diverse and demanding user base, which preferred a mix of ‘bring your own device’ (BYOD) and corporate-owned devices. Despite trying various solutions, they struggled with inconsistent connections and unreliable support. Users clung to their preferred messaging apps, refusing to compromise on their personal device preferences, exacerbating the firm’s connectivity issues.
SOLUTION
SnippetSentry stepped in with a solution that streamlined device and user management without disrupting user preferences. Our platform’s ease of onboarding immediately resonated with users, gaining their trust. However, it was our responsive, personalized support that truly solidified our relationship. By communicating issues and updates in real-time through a dedicated private Slack channel, we managed to maintain transparency and satisfaction among the firm’s managing partners, even during challenging periods.
HIGHLIGHTS
Our deployment process was swift and efficient, with SnippetSentry fully operational and beginning to capture and archive communications within just 15 days, meeting the firm’s aggressive rollout schedule.
Unplanned Disconnects
Reduced to fewer than 5 per month, affecting less than 1% of the total user base.
Dropped Messages
Achieved a zero dropped message rate, ensuring no communication was lost.
Customer Feedback
Managing partners and users praised our exceptional support, noting, “Your personal, hands-on, white-glove support really separates you from the pack.”
