About Kount
Founded in 1999 and acquired by Equifax, Kount is trust and safety technology. Kount uses data-driven decisions, advanced machine learning, and decades of experience to overcome the challenges that commonly plague today’s growing businesses.
BEFORE GUIDECX
Before using GUIDEcx, Kount’s integrations averaged between 90 and 120 days. Integrations were difficult to manage and highly time-consuming, requiring teams to sift through and create large volumes of data and often bring in a developer for support. As a result, Kount was losing valuable time and resources with each implementation—and missing out on a significant amount of potential revenue.
The team also lacked visibility into where delays were coming from. They often couldn’t tell whether extended timelines were caused by internal workflow roadblocks or by customers struggling to learn the platform.
Kount needed a solution that streamlined the integration process, was easy for internal teams to adopt, and provided customer-facing tools that kept everyone aligned and on track. After an extensive search, they chose GUIDEcx. Since then, GUIDEcx has become a true customer partnership, helping Kount identify areas for improvement and continuously strengthen their processes.
SOLUTION
in average implementation time
in implementation manager capacity
After implementing GUIDEcx, Kount reduced its average implementation time by more than 43 percent. This allowed them to prove value to customers sooner by helping drive revenue faster within their organizations.
At the same time, Kount significantly shortened the ramp-up period for new implementation managers. Previously, it took four to six months for a new hire to independently manage onboarding. Now, new employees are fully running their own implementations within 60 days. This shift has pushed revenue forward, allowing the company to pay sales teams and unlock revenue much earlier in the process.
GUIDEcx also enabled Kount to sustain rapid implementations with fewer engineers—even during periods of staff reduction during the Great Resignation. In some cases, they were able to operate effectively with just one employee instead of four or five. Team leaders gained clear visibility into progress and potential roadblocks, something they didn’t have before.
Previously, a single implementation manager could handle about 10 to 12 integrations at a time. With GUIDEcx, that number increased to an average of 17 to 20—an increase in capacity of 40 percent. Without hiring additional managers, Kount can now handle significantly more work while continuing to improve and adapt as the organization grows.
RESULTS
Kount has done more than accelerate integrations with GUIDEcx. They’ve adopted a platform that offers greater functionality than any onboarding or project management tool they had used previously. According to Brooke Cantwell, Customer Experience Manager at Kount, prior platforms failed to provide the level of customer-facing support their teams needed.
“A lot of tools have internal-facing project management for onboarding, but it’s not a customer partnership. It’s different with GUIDEcx.”
– Brooke Cantwell, Customer Experience Manager at Kount
Looking ahead, Kount plans to use GUIDEcx to integrate systems across multiple teams and maintain visibility across various CRMs. This will help them stay aligned, support renewals, and bring structure to processes that were previously less defined—whether short- or long-term.
“With GUIDEcx, we have more data. We can easily identify our problem areas,” says Cantwell. “Growing and maturing isn’t intimidating or overwhelmingly challenging.”
Don’t Lose Your Customers Before They Even Get Started
Book a demo to see how GUIDEcx can transform implementations for you.
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- Leveraging Product-Led Onboarding to Improve Customer Retention – September 14, 2023
- Defining the Four Phases of the Client Onboarding Process – September 8, 2023
