Scaling at Speed Without Sacrificing the Customer
ContextĀ
Rapid company growth pushed ALLO's Technical Support Services beyond the limits of a scrappy, informal structure. Roles, processes, and knowledge sharing no longer scaled with demand.
What Changed
TSS applied the VALUE Formula to define a clear vision, align tightly with ALLO's purpose and values, and formalize execution without losing agility. Existing tools and knowledge systems were leveraged more intentionally. Capability tiers and job grades created career paths and leadership development. Customer experience became the team's defining differentiator.Ā
Impact
Support capacity increased by nearly 60%. Net Promoter Score rose by 30 points on an already strong baseline. Customer satisfaction improved at scale. Five team members advanced into leadership roles, expanding technical depth without overloading engineering. Support evolved into a strategic asset that reinforced ALLO's market distinction.Ā
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