Case Studies

When customers began escalating and Support leadership flagged slow response times, I realized we had a resource problem. Our Implementation team was only 50% staffed, so customer-facing teams couldn’t get technical help when they needed it. Without a formal escalation path, they were stuck chasing us down while trying to keep customers happy.

To address this, I launched a daily, drop-in knowledge-sharing program on Zoom, open to all Implementation, Support and Customer Success team members. Sessions ran 15 to 30 minutes each day, with one to ten participants reviewing live tickets, troubleshooting connectivity issues and sharing status updates.

I also coordinated updates to every troubleshooting guide and playbook, centralizing them in Confluence so anyone could locate the latest procedures in seconds. Average case resolution time improved by three days and technical escalations fell by eight percent. Morale across teams improved as interdepartmental tension eased and contributors felt empowered to resolve issues collaboratively.

Sharpening the Edge: How Targeted Coaching Boosted Go-Live Success

In our nationwide Customer Support organization, inconsistent onboarding was leading to incorrect information being shared with customers, low CSAT scores and turnover risk. I selected Seismic Learning for its customizability, performance reporting and seamless Zendesk integration. Partnering with subject-matter experts, I developed more than twenty-five training modules and rolled the system out in three phases (five users, fifteen users and twenty-five users) over two months. Completion and proficiency were measured via built-in dashboards, learner assessments and support-team metrics.

Once live, new hires reached full productivity in half the time previously required, and post-training upsells climbed by two hundred percent during our key promotional campaign. The support team’s confidence improved significantly, and leadership expanded the LMS program company-wide to sustain these gains.

From A-La-Carte to All-In: Reinventing Revenue with Subscriptions

When the owners of a coastal vacation home needed a space that could serve both as a welcoming Airbnb and a productive home office, I designed a dual-purpose room that balanced comfort with functionality. By installing custom Elfa shelving, I maximized vertical storage for office supplies, linens, and personal items, while a wall-mounted standing desk and fold-away queen-sized bed kept the floor clear for easy maintenance.

The repurposing of existing furniture and décor preserved character and minimized costs. As a result, the room seamlessly transitions from guest retreat to efficient workspace, enhancing the property’s rental appeal and providing a hassle-free, clutter-free environment for daily use.

Flip It Fast: Protocols for 15-Minute Guest Turnover

During pandemic lockdowns, two combined families needed a compact bedroom transformed into a homeschool pod for three children across different grade levels. I installed floating desks on Elfa shelving to create distinct workstations, each with personalized storage zones using repurposed bins and desk organizers.

Tailored lighting and easily accessible supplies ensured that each child could focus without distractions. The result was an organized, adaptable learning environment that supported remote education and simplified end-of-day cleanup, all while reusing existing materials for a cost-effective solution.

Pocket-Sized Pantry: Storage & Style Solutions