Case Study

Trove

Company Overview

name

Trove

Industry

Resale Software (Fashion & Apparel)

Company Size

$30M

Location

Oakland, CA

Key Stakeholders

CEO & VP of Operations

The Challenge

Initial Problem

Trove was pivoting from a resale service with full operational execution to a SaaS platform. This required overhauling systems, team structure, and communication channels.

Symptoms of the Problem

High operational costs, manual labor dependency, and frequent platform changes that confused internal teams and frustrated B2B clients.

Business Impact

Two separate customer service teams were overworked using outdated tools (Jira and Zendesk), and inefficiencies were affecting scalability, client satisfaction, and internal KPIs.

The Approach

Engagement Scope

Developed a people roadmap across PSE, CX, and Partner Ops teams, and enhanced internal communication processes with 3PLs to support the SaaS pivot.

Duration

4 months

Methodologies Used

Strategic planning, stakeholder interviews, SaaS transition consulting, internal communication assessments.

Tools & Frameworks Applied

CRM automation, LMS integration, internal feedback loops (Voice of Customer), KPI optimization.

Solutions Delivered & Results

Key Recommendations & Implementations

  • Introduced Zendesk Messaging & AI bots for ticket deflection and faster resolution.
  • Created a full People Roadmap to evolve team structures aligned with the new business model.
  • Recommended and implemented an LMS for internal and external training.

Quantitative Results

  • 22% CX ticket deflection and 10% faster resolution for messaging tickets.
  • ROI of $296k in Year 1 and $305k in Year 2 via automation.
  • $257K in savings via LMS, with an ROI of $233K per 4 clients onboarded.
  • 42% decrease in SaaS support tickets.

Other Strategic Wins

  • Transformed training into a value-added feature clients could pay for.
  • Enabled proactive training insights via LMS analytics.

Listen to What Our Clients Have to Say

It was an absolute pleasure working with Mandy. She brought immense value to the team and was a key driver in two critical initiatives for our business.
First, Mandy was brought on board to help us expand our Total Addressable Market (TAM), a project that spanned over six months. Her deep expertise in go-to-market strategies was evident as she seamlessly supported various aspects of the business, including sales, marketing, financials, and product development. Mandy didn’t just execute; she acted as a true force multiplier, taking ownership of complex initiatives that our leadership team, due to time constraints, simply couldn’t tackle at the executive level. Her ability to step in and take the wheel made an incredible impact on our strategic growth and positioning in the market.

Second, Mandy demonstrated her exceptional crisis management and operational skills when one of our legacy technologies was hit by a ransomware attack. Without hesitation, she stepped in as the project manager, guiding the recovery efforts with precision and grace. Mandy played a pivotal role in coordinating the team, managing the recovery process, and ensuring business continuity during a very challenging time.

With her years of operational experience, Mandy brought a level of professionalism, calm, and leadership that helped us navigate both opportunities and tough situations. Her contributions were invaluable, and I would highly recommend her to any organization looking for someone who can lead with impact and drive results.
Siera Smith, MBA
Mandy was such a gift to our small and mighty startup!
Her professionalism, deep knowledge of key players in the furniture/home furnishings 3PL space, and ability to get the business onboarded in record time (WITHOUT a single hiccup!) was exactly what we needed. She did more in 45 days than we were able to accomplish on our own in 4 months. Her communication is top notch. Her value is undeniable. Our only wish is that we would have engaged her sooner. I highly recommend Mandy and would not hesitate to bring her on for another project in the future.
Kari Albert

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