The Loyalty Multiplier: How Saviynt's Digital Transformation Converted Customer Experience into $7.7 Million in New Revenue

Saviynt's AI-powered platform manages and secures access for human, non-human, and AI agent identities across applications, data, and infrastructure. We unify identity management, privileged access management, application access governance, and identity security posture management. Our platform simplifies compliance, reduces risk, and increases efficiency for customers.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

Saviynt's Support has undergone a profound transformation, moving from reactive, fragmented manual processes to a proactive, integrated, and technology-driven experience. Faced with 31.4% growth in our customer base, a critical disconnect emerged: we lacked the discipline and meticulous processes to scale with this expansion. To conquer this challenge, we replaced traditional, often frustrating interactions with an Intelligent system that anticipates needs to resolve issues quickly with empathy.

The use of innovative technology has been central to this change. Omnichannel support and AI-powered tools consolidated our customer interactions. Before these tools, we bore the tangible cost of this friction, evidenced by 35.2% of our backlog aging beyond 90 days and Customer Satisfaction stagnating at 4.12 out of 5. Now our staff are empowered with the complete context, ensuring a seamless journey.

We also developed training to foster a customer-first mindset. Training our staff to be problem solvers, not just ticket handlers, using data analytics to understand customer sentiment and proactively identify pain points. This transformation has been a success, with customers acknowledging our support as truly transformative, with personalized service.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

We shifted the paradigm from reactive, email interactions to a proactive, real-time engagement model. Our web portal was overhauled into a "Guided Pathway," leveraging Federated Search to surface all relevant knowledge during case creation, and captures critical details upfront to eliminate costly back-and-forth.

To hyper-accelerate resolution, we launched omnichannel AI-powered chat and Phone channels, instilled a culture of proactive outbound calls to seize control of resolution timelines. Our Chat channel rapidly grew to 20% of all incoming requests. Crucially, we dismantled fractured regional silos and restructured into a unified global operation. This non-negotiable step obliterated "custom processes," guaranteeing that every customer receives a world-class experience.

To scale capacity, and eliminate manual administrative drag, we deployed a suite of AI Agents that redefined our operations:

• Knowledge Agent: A revolution from information hoarding to sharing, with article views exploding 300%.
• Support Co-Pilot: Intelligent Guide that automates complex research across internal and external documentation, liberating highly-skilled staff to focus exclusively on complex problem-solving rather than "hunting" for data.
• Customer Agent: Delivers instantaneous, high-fidelity responses directly within our chat channel. The results were immediate and seismic. We slashed our aged (>90 Days Old) backlog by a staggering 50.8% and drove down Average Resolution Time by 40%.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

The unparalleled significance of our overhaul lies in its monumental conversion of customer sentiment directly into untapped business revenue. We were a growth engine, with 98% customer retention and 35% ARR Growth, largely driven by customers satisfied with our transformation.

Our Customers' trust is reflected by the stunning 14% leap in CSAT to 4.71, exceeding the Technology and Services Industry Association (TSIA) industry median of 4.6 and catapulting us toward 'Pacesetter' status. This was a staggering accelerator: achieving an 169% surge in adoption of our highest-tier Diamond Success package, generating an additional $7.7 million in revenue.

Operationally, our aggressive, intelligent deployment of AI and self-service provided unprecedented efficiency to meet demand. Our 'Guided Pathway' intervention drove our Case Deflection to a massive 24.9%, absorbing the enormous volume spike. Furthermore, our AI Co-Pilot supercharged our engineers, leading to a significant 15.9% surge in daily case closures. These extraordinary efficiencies enabled us to slash our backlog by 27.3% and eradicate our aged backlog by a massive 50.8%. Remarkably, our Employee NPS is >89%, reflecting the removal of mundane tasks with intelligent automation.

Our pioneering success in fully operationalizing GenAI irrefutably establishes us as an industry innovator and thought leader. We are now a frequent advisor to fellow members of TSIA, sharing the battle-tested blueprints for our GenAI implementation.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

1.) AI-Driven Innovation:

We start with our "Intelligent Customer Support Buddy," an AI-powered assistant embedded directly in the portal that provides instant, accurate answers from documentation and the knowledge base. Then we cover our internal "Augmented Troubleshooting" interface, showing how our Support Engineers use AI agents to identify complex issues and suggest dynamic fixes before human intervention is even required, significantly accelerating resolution speed.

2.) Unified Digital Experience:

Then we move to the "Saviynt Support Center," a unified ecosystem that places all essential resources at the customer's fingertips.

• AI-Powered Federated Search: Our advanced search scans all repositories simultaneously for real-time results.
• The Guided Pathway: Our frictionless, 4-step issue reporting flow that utilizes "Intelligent Deflection" to proactively surface articles.
• Precision Diagnostics: Structured intake forms that capture critical data at the source, reducing unnecessary back-and-forth.

3.) Business Impact:

• Customer Satisfaction: Our rise to delivering a superior experience.

• Operational Velocity: Metrics confirming 39.1% faster Average Resolution Time and a 27.3% decrease in ticket backlog.

• Strategic Growth: The financial impact, growth in Diamond Success Package adoption, alongside a 25% Case Deflection rate.

• Self-Service Adoption: Shows our Article views rising to nearly 40k per quarter, indicating that customers are finding answers faster than ever.