For one of the country’s largest parcel service providers, managing relationships with major commercial accounts was a growing challenge. Customer success executives were responsible for understanding the health and performance of each large account — but the data they needed was scattered across multiple internal systems, making it nearly impossible to get a complete, reliable picture before each monthly review.
Nexins worked with the organization to design a customer-centric analytics solution that would change how account reviews were prepared and conducted. The first step was pulling data from all relevant internal systems into a single, structured layer — creating the foundation for consistent, reliable reporting across every major account.
Without a consolidated view, account reviews were inconsistent and reactive. Pain points were often identified too late, and the internal teams responsible for resolving them lacked the visibility needed to act proactively. The process was slowing down the customer success function at exactly the moment it needed to be most effective.
Turning account data into actionable customer intelligence
With the data consolidated, Nexins built a suite of account dashboards that gave customer success executives a clear view of each account’s performance and pain points ahead of every monthly review. Key indicators were surfaced automatically, allowing executives to walk into client conversations already knowing where the issues were and what needed to be resolved internally.
The solution was rolled out to more than 200 users across the organization, giving the entire customer success function a shared, consistent view of account health. Monthly reviews became more structured, more productive, and more focused on solutions — with teams spending less time gathering data and more time acting on it.
"We finally had a clear, consistent view of performance across the business. The reporting shifted our leadership discussions from opinions to facts."
