Case Study 1
From ‘Okay’ to Outstanding: Elevating Client Experience
Industry: Banking & Financial Services
Challenge
When I took ownership of this client, their satisfaction levels were modest. Their survey scores reflected decent but unremarkable experiences across product adoption, goal realization, and overall support. For a long term client in the banking sector, this left room for risk and for improvement.
What I did
Spent time understanding the client’s specific challenges and priorities, ensuring every feature and solution tied directly to their goals. Kept communication close, proactive, and value-focused so the client always felt guided and supported. Balanced tactical support with strategic conversations, building a relationship that felt both supportive and forward-looking.
Outcome
Between 2024 and 2025, the client’s satisfaction scores improved significantly:
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Recommend the company: from 7 → 9/10
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Realization of goals: from 3 → 5/5
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Adoption & ease of use: from 4 → 5/5
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Overall experience: from 4 → 5/5
Client feedback captured the impact clearly:
“The team led by Malavika has been very proactive and supportive.”
Key Takeaway
Improving client satisfaction isn’t about quick fixes - it’s about consistent alignment, proactive communication, and showing value. With this banking client, those efforts turned an “okay” account into a promoter.
Case Study 2
Stabilising a Strategic Public Sector Account
Industry: Digital & Media
Challenge
The client’s onboarding was rushed, causing setup and workflow issues that hurt early adoption. Each new cycle brought a different POC, requiring fresh training and trust-building from scratch. With complex recurring implementations, the challenge was ensuring stability while keeping the partnership strong.
What I did
I stabilized the implementation by fixing workflows after the rushed go-live and proactively planned the next cycle to avoid repeat issues. With each new POC, I delivered training and quickly built strong rapport to maintain trust and continuity. At the same time, I balanced client requests with internal capacity and worked closely with cross-functional teams to keep strategy and execution aligned.
Outcome
Delivered a stable, repeatable implementation process while building trust and continuity despite frequent POC changes, ensuring the client always felt supported. By balancing enhancement requests with internal capacity, I strengthened the relationship to the point that the client renewed for two more years as a strategic partner.
Key Takeaway
Managing complex public sector accounts requires more than technical delivery - it takes proactive planning, adaptability to stakeholder changes, and the ability to balance strategic client needs with internal capacity. By combining these, I turned a rocky start into a stable, trusted, and long-term partnership.
Case Study 3
Driving Renewal and Value Expansion for an Enterprise Client
Industry: Housing & Urban Development
Challenge
A long-term client was stuck on an outdated pricing model that limited their usage, restricted our revenue, and kept them from accessing advanced features.
The challenge was to guide them through a major shift into a new model that aligned with their objectives and long-term growth.
This required balancing commercial change with clarity, trust, and clear demonstration of value.
What I did
I reframed the renewal as a path to scalability and impact, not just a cost increase.
I aligned the discussion with their goals and highlighted the value of enhanced features.
Through transparency and trust, I helped stakeholders see the “why” and built confidence in the transition.
Outcome
The client renewed at a higher revenue level on the new model, unlocking scalability and advanced features. They could now fully leverage the platform in line with their long-term needs.
The relationship strengthened, with trust established around shared value and growth.
Key Takeaway
In long-term partnerships, change can feel risky. But when renewal discussions are rooted in client objectives and framed around value, they create opportunity. By aligning strategy and trust, I transformed a delicate pricing shift into a win-win - expanded revenue for the company and more capability for the client.
Case Study 4
Turning a High-Touch Onboarding into a Scalable Success Model
Industry: Healthcare
Challenge
A strategic client was onboarded with heavy sales and leadership involvement, setting expectations for constant high-touch support.
When transitioned to Customer Success, they struggled with the shift to a more structured, scalable model.
This created misalignment, overuse of internal resources, and the need to rebuild trust while resetting expectations.
What I did
I built strong relationships quickly, diagnosing pain points and aligning with both client and internal teams.
By resetting expectations, I reframed the value of a structured CS-led model and introduced consistent processes.
At the same time, I balanced operational efficiency with high-level strategic engagement to keep the client feeling supported.
Outcome
Key Takeaway
High-touch clients often struggle when transitioning to a more scalable model. By combining relationship-building, clear expectation-setting, and process alignment, I turned a challenging handover into a structured, trusted partnership - protecting both client satisfaction and internal efficiency.
Case Study 5
Transforming Cautious Interest into a Lasting Partnership
Industry: Banking & Financial Services
Challenge
As the bank expanded, they faced a key challenge: how to explain their services to customers in a clear, simple way. Financial products often feel intimidating, and they needed a format that could break down complexity into something relatable and engaging. Initially, they approached us for just a limited number of explainer videos.
What I did
Worked closely with internal teams to create videos that simplified financial concepts into customer-friendly stories. Established credibility with senior decision-makers who were initially cautious about investing in creative work.
Through proactive relationship-building, I showed how explainer videos could be applied to multiple service lines, not just one.
Outcome
Scope expanded from a single video to multiple explainer projects across services.The client achieved greater clarity in customer communication during their nationwide expansion. The relationship grew stronger, with senior leaders viewing video as a trusted communication tool.
Key Takeaway
Clear communication isn’t just a nice-to-have in regulated industries, it’s the difference between confusion and trust. By simplifying complex financial services into relatable stories and building confidence with leadership, I helped turn cautious interest into a lasting partnership.
Case Study 6
From Vision to Clarity - Growing a FinTech Brand Through Trust
Industry: FinTech/ Digital Services
Challenge
The client had an innovative offering, but explaining it clearly to potential users was tricky. More importantly, they were deeply protective of their vision, any deviation in how it was communicated could harm their brand. They came to us with a critical ask: create an explainer video that captured their idea with absolute precision and clarity.
What I did
I managed the relationship end-to-end, from pitch through delivery, ensuring every detail matched the client’s expectations. Working closely with our creative team, we produced an explainer video that simplified their offering without losing accuracy, giving them confidence that their vision was safe in our hands. The success of the video reassured the client, turning early hesitation into confidence in our ability to tell their story right. With trust established, I positioned a website redesign as the natural next step. By upselling this extension, we ensured the video and web presence worked together to create a seamless, consistent brand experience.
Outcome
Transformed a complex, hard-to-explain offering into a clear and faithful story through explainer videos. Successfully expanded the project to include a full website redesign, ensuring consistent messaging and visuals. Earned the client’s advocacy, with a public video testimonial praising the partnership and the precision of our work.
Key Takeaway
Big wins start with clarity. By delivering exactly what the client envisioned, I built trust that opened the door to larger opportunities, growing the partnership from a single project into a long-term collaboration.