Client Success Story
“Working with the team at C2B has proven to be a great decision. The knowledge and experience the team possesses meant that our entrance into the North American market has been much smoother and more fruitful than if we had tried it alone. They have both challenged and guided us in all aspects of our operation, leading to significant revenue streams being created.”
Alastair Taylor / Co-founder and Chief Revenue Officer
As a pioneer in Intelligent Virtual Agent software, Synthetix had early success selling to consumer-oriented businesses in EMEA. With this success – and expansion of their platform toward omnichannel delivery – Synthetix resolved to break into the North American market. At the time, ChatBots, AI and machine learning were all rising trends in support software and Synthetix planned to enter with a highly rated solution and big-name customer references.
Business Challenge
Entering the North American market posed big operational challenges for Synthetix. It couldn’t relocate its star team to the US, couldn’t reduce its ongoing focus on the markets that had made the company successful, and couldn’t incur the travel costs of shuttling customer-facing personnel across the Atlantic. Synthetix needed a partner that could onboard quickly and manage the intricacies of the North American operation. Adding complexity to the challenge, Synthetix also needed to scale its own support and delivery flows to accommodate customer wins at Ford, TeleTech and Lendlease. And finally, the company needed greater operational readiness in technical pre-sales and delivery support across multiple time zones.
The Solution
C2B was hired for its expertise in technical sales, marketing, and solution delivery for the North American market. In short order C2B staffed key leadership roles in Solution Consulting, Channel Development, Demand Generation, and Technical Account Management. Over the course of two years, C2B launched, established, and expanded Synthetix North America, successfully turning aspiration into reality.
Impact
Successful, enterprise scale deployments of Intelligent Virtual Agent and Mobile Self Service for Synthetix’ two largest customers ($10B and $150B)
With newly developed customer and reseller acquisition programs, C2B increased bookings and revenue by over 60% for the North America product line
Managed channel forecasts, sales enablement, client onboarding and presales activities for $1B global market leading BPO
Developed and provided executive oversight for strategic, operating and tactical plans for North America, ultimately leading to the successful unlocking of a new geography for Synthetix
