How ClearPoint Boosted Efficiency by 60% While Elevating Customer Service

About ClearPoint

ClearPoint Strategy is a leading SaaS management reporting software designed to help organizations grow beyond Excel and create effective reports, through a variety of strategy management frameworks.

Industry: SaaS, IT

Location: USA

Use Cases: Onboarding | Adoption and Engagement | Low-ARR CS Enablement | Success Plans

The Challenge

As ClearPoint grew, so did its customer base and the complexity of managing success for a diverse range of customers. The company faced increasing challenges in maintaining a high standard of customer success while scaling efficiently.

Joseph Lucco, VP of Customer Success, describes the pivotal challenge: "We were managing a diverse customer base with countless resources scattered across webinars, eBooks, and support documentation. It became increasingly difficult to ensure every customer received the right content at the right time. This inefficiency strained our resources and impacted our ability to scale."

While ClearPoint had implemented a customer portal through existing CSP, its limitations became increasingly apparent as the organization aimed to grow. The portal required manual updates for every individual customer, stifling the team’s ability to innovate quickly and consistently. Additionally, resources were fragmented across platforms, leaving both customers and internal teams without a unified source of truth.

Joseph reflects on the limitations: "Even with our existing portal, every customer portal had to be individually updated, making it impossible to rapidly iterate and innovate. Our team’s time was drained, and we couldn’t adapt quickly enough to meet customer needs."

The challenges extended to onboarding, where the variety of customer use cases and personas made scaling a seamless experience increasingly difficult. ClearPoint serves users ranging from admins responsible for strategic goals to casual users performing specific tasks. Each role demanded tailored resources and guidance, which strained internal resources.

"Our customers range from admins implementing strategic goals to occasional users performing specific tasks. This diversity required dynamic solutions to cater to individual needs without overburdening our CSMs," Joseph explains.

To address these pain points, ClearPoint evaluated multiple solutions, including:

Customer Success Platforms (CSP) with a portal: While robust in certain areas, they lacked the flexibility needed for dynamic updates and seamless integration.
In-App Support Solutions: Useful for point-of-contact tasks but inadequate for creating a holistic customer journey.
Custom-Built Solutions: Resource-intensive and costly, these solutions could not meet ClearPoint’s need for agility and scalability.

Joseph summarizes their findings:
"These tools were promising but didn’t solve our core problem: delivering a scalable, centralized, and personalized experience for our customers."

"The ability to manage and update customer programs at scale, coupled with deep customization options, set EverAfter apart as the solution we needed to take our customer success to the next level."

"EverAfter stood out from the first demo. It offered the dynamic, scalable solution we’d been searching for. Unlike the other tools, EverAfter addressed all our needs and more,"

The Solution

During a pivotal leadership retreat, ClearPoint’s team committed to reassessing their tools and exploring new solutions that could address their growing challenges. After evaluating several options, EverAfter stood out as the solution that could transform ClearPoint’s customer success strategy.

Key Reasons ClearPoint Chose EverAfter

Centralized Content Management
"We had so many valuable resources scattered across various platforms—eBooks, training videos, webinars, and help documentation. EverAfter enabled us to bring it all together into one unified hub for customers and our internal teams."
Dynamic Updates Across Customers: "The ability to update content once and have it reflected across all customer portals was a game-changer. It gave us the flexibility to iterate and innovate rapidly."
Seamless Embedding and Cohesive Branding: "Our customers didn’t have to leave our product to access their portal. The seamless integration kept everything consistent and made the experience feel professional and polished."
Customizability for Diverse Use Cases: "EverAfter’s platform let us adapt the customer journey for each role and use case, ensuring every customer had the exact resources they needed at the right time."
Ease of Use and Independence: "We didn’t need a technical team to get it up and running. EverAfter’s intuitive design meant our Customer Success team could manage it independently and focus on delivering value to our customers."‍
Flexibility for Experimentation and Improvement: "We’re constantly iterating, whether it’s testing where a resource fits in the journey or simplifying the flow. EverAfter makes it easy to try new approaches and measure the impact."

"EverAfter has not only transformed how we engage with our customers but also how we scale our business. It’s helped us align our processes, deliver value faster, and stay ahead in a competitive market."

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A clear roadmap for onboarding success. From kickoff to adoption, and goal alignment—see every milestone along your ClearPoint journey.

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Follow ClearPoint’s step-by-step onboarding process. Customize your experience, share resources, and schedule your kick-off call to get started with confidence.

Implementation: Up and Running in 30 Days

Led by Associate Director Patricia Jessee, ClearPoint implemented EverAfter in record time:

"We went from kickoff to a live portal in less than 30 days," Joseph shares. "The onboarding process was seamless, and the EverAfter team provided exceptional support."

Tricia also notes that the platform’s intuitive interface enabled rapid iterations:

"EverAfter empowers us to iterate quickly and deliver tailored experiences for our customers. It’s reshaped our approach to customer success, and the results speak for themselves."

Patricia Jessee

Associate Director

Integrations That Elevate the Customer Experience

EverAfter’s ability to integrate seamlessly with ClearPoint’s existing tools further enhanced its value, transforming the portal into a centralized resource for both customers and the internal team.

Gong Integration: Automatically pulls call recordings into the portal, providing customers with direct access to meeting insights and action items. This eliminates the need for follow-up emails and ensures that critical information is always at their fingertips.
Snowflake & Planhat Integration: Syncs customer usage data into a unified dashboard, presenting real-time metrics tailored to each customer’s goals. This transparency helps customers track their progress and identify areas for improvement.
Embedded Training Content: Combines videos, tutorials, and eBooks directly within the portal, streamlining onboarding and ensuring customers can quickly find the resources they need.

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Your go-to hub for all ClearPoint resources. Find support articles, register for live events, or watch on-demand training sessions—everything you need to succeed is just a click away.

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Track your training progress and dive into essential tasks like navigating ClearPoint, managing profiles, and reporting periods. Need help? Access support articles or sign up for office hours directly from here.

"EverAfter’s integrations turned our portal into the single source of truth for our customers. Everything they need—from metrics to documentation—is now just a click away. For our internal team, it’s also been a game-changer, saving us countless hours of manual work."

Key metrics

60% More Accounts per CSM

ClearPoint’s team manages 60% more accounts without increasing resources, driving significant productivity improvements.

30% Reduction in Onboarding Hours

A 30% decrease in hours per customer has created a leaner, more effective onboarding process.

Faster Adoption Milestones

Customers now complete two reporting cycles faster, a critical achievement that reduces the risk of “failure to launch” and helps them establish a routine with ClearPoint’s platform more quickly.

The results

Since implementing EverAfter, ClearPoint has achieved transformative results that have streamlined operations, enhanced customer engagement, and elevated the company’s competitive positioning.

CSM Efficiency: Each Customer Success Manager now manages 60% more accounts, increasing from 45–55 accounts to 75–80 per manager.
"EverAfter has enabled us to scale our operations without adding headcount, while still maintaining the level of personalized service our customers expect," Joseph explains.
Streamlined Onboarding: Onboarding hours per customer have been reduced by nearly 30%, dropping from 25 hours to 17 hours per customer. This was accomplished while maintaining ClearPoint’s high-standard 90-day onboarding timeline.
"By centralizing resources and automating key touchpoints, we’ve not only saved time but also freed our team to focus on guiding customers toward achieving their goals."
Enhanced Engagement: Customers now complete two reporting cycles faster, a critical milestone that significantly reduces the risk of “failure to launch.” This ensures that customers establish a routine in ClearPoint’s platform and see value quickly.
"Getting customers into a rhythm is vital for long-term success, and EverAfter has been instrumental in helping us achieve this faster," Joseph notes.
Sales Advantage: EverAfter has become a standout feature in ClearPoint’s sales process. Demonstrating the portal during sales discussions answers the critical question, "What happens after I buy?" and positions ClearPoint as a forward-thinking partner.
"When prospects see EverAfter, they immediately understand the value we bring beyond the software. It’s a competitive edge that sets us apart and builds trust from day one," Joseph shares.
Broader Accessibility: ClearPoint can now deliver a white-glove experience to all customers, regardless of their ARR tier, without compromising on quality. "EverAfter lets us scale personalized service to all our customers, even those at lower ARR levels. It’s made us more efficient and inclusive," Joseph explains.

"EverAfter has been a game-changer. It’s enabled us to scale our operations, deliver personalized experiences, and differentiate ourselves in the market. We couldn’t imagine going back."

Joseph Lucco

Vice President, Customer Success

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Future plans

ClearPoint is poised to deepen its use of EverAfter, leveraging its flexibility and features to drive even greater efficiency and engagement. The company has ambitious plans to transform its customer success operations further and provide unparalleled value to its customers.

Segment-Specific Training Programs:
The team plans to create personalized training tabs tailored to different customer personas and goals. These tabs will act as curated resources for each customer segment, providing targeted best practices and strategies. "Our goal is to provide every customer—whether they’re a strategic admin or an end-user—with exactly what they need, when they need it, in the most accessible way possible," Joseph notes.
Extending ClearPoint Academy:
ClearPoint envisions turning EverAfter into an extension of ClearPoint Academy, a comprehensive hub for best practices, training resources, and thought leadership. This evolution will make EverAfter the go-to destination for customers to deepen their expertise and maximize the platform’s value. "By integrating ClearPoint Academy into EverAfter, we’re making advanced training and best practices more accessible, driving deeper adoption and stronger results," Joseph shares.
Continuous Iteration and Innovation:
The team plans to regularly refine the customer journey through A/B testing and data-driven adjustments to ensure that every interaction adds value. EverAfter’s flexibility empowers ClearPoint to remain agile and innovative."We’re always looking for ways to simplify and improve the customer experience. EverAfter lets us test new ideas and adapt quickly based on what works best for our customers."

ClearPoint sees EverAfter not just as a tool but as a long-term partner in success. The platform’s ability to scale with ClearPoint’s growing needs ensures it will remain integral to the company’s strategy.

"EverAfter is more than a tool; it’s a partner in our success. It’s transformed how we operate as a team and how we serve our customers. The potential is limitless."