CSM premium customer stories

C.H. Robinson and CLA

Here are the first two of hopefully many customer stories evidencing the value of the CSU and the CSM’s. Both adopt the Catalyst brand and highlight the processes guided by the CSM and followed by the customers.

We hope you enjoy watching them as much as we enjoyed creating them.

With warm regards from Daryl, Marie and the team at Rich Interactive.

"It's clear that by having a customer success manager, we've been able to achieve more."

Chris O'Brien, Chief Commercial Officer, C.H. Robinson

"If you have a partnership and you enjoy working together, you can do amazing things."

Jennifer Leary, Chief Strategy Officer, CLA

C.H. Robinson is one of the world’s largest logistics platforms with nearly $20 billion in freight under management and 18 million shipments annually. Its goal is to digitize the world’s supply chain. The business partnered with Microsoft and engaged with the Customer Success Unit to accelerate return on investment for its Microsoft Dynamics 365 implementation.

“The Customer Success Manager role was really important in our choice of vendor” explains Chris O’Brien, Chief Operating Officer at C.H. Robinson. “Our CSM walked us through a process to get more business value out of our investment. We identified tens of millions of dollars in ROI and worked together to stay on track. That’s been critical in helping us get to where we are today.”

C.H. Robinson underwent a series of workshops to identify business value, success planning and change management strategies. “Microsoft unlocked the right resources to help us succeed,” says James Santy, VP of Sales Operations at C.H. Robinson. “We deployed 3,000 users at an 85% rate of adoption and hit a net positive ROI within eleven months. Now, we’re looking at what we can do next. Working together was really the critical piece.”

CLA has provided industry-focused consulting services to businesses and individuals for more than 60 years. A core part of their strategy to reach in excess of $2bn in revenue is investing in technologies that drive innovation.

“We’d had Microsoft Dynamics 365 for many years, but we didn’t have a strategic vision for how we wanted to utilize the platform within our environment” says Jen Leary, Chief Strategy Officer at CLA. “So when we were introduced to the Customer Success Manager role, it was really powerful.”

During a series of workshops facilitated by their Customer Success Manager, CLA identified an $85m market potential to be best in class. “The workshops brought the potential return on investment to life” continues Leary. “And we’re starting to track that return, because now we know we can.”

Less than 12 months after first engaging with the Customer Success Unit, CLA has moved user adoption of Microsoft Dynamics from 40% to 95%. “We thought it would take two years to get to this point” says Yassir Karam, Solutions Architect at CLA. “We couldn’t have done it this rapidly on our own and the Microsoft Customer Success Unit has been instrumental in shaping the firm we have today.”

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