Rivoire Conseil RH sells HR compliance subscriptions to small and mid-sized French companies. Consultants were spending their time on support tickets, and renewals were handled at the last minute.
The challenge
- 400 subscription clients and no customer success function
- Renewal reminders sent by email, a week before expiry
- No measure of satisfaction until a client cancelled
What we did
We set up a French-speaking customer success desk working inside Rivoire's tools.
- Welcome call and onboarding plan for every new client
- Quarterly check-in calls, with CSAT recorded in the CRM
- Renewal conversations started 60 days before the end of each contract
- Upsell signals passed to consultants with full context
Results
The renewal rate reached 94%, churn fell by 35% year over year, and consultants got back their time for billable work.
Our clients now hear from us before they have a problem, not after.
