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As a pioneer in Intelligent Virtual Agent software, Synthetix thrived during their early years selling to consumer oriented businesses (primarily in EMEA markets).  After considerable success, coupled with an evolution of the platform toward omni-channel delivery, Synthetix identified the North American market as the next great opportunity to capture.  At the time, ChatBots / AI / Machine Learning were all rising trend in support software and Synthetix planned to enter with a highly rated solution and big name customer references.

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“Working with the team at C2B has proven to be a great decision. The knowledge and experience the team possess meant that our entrance into the North American market has been much smoother and more fruitful than if we had tried it alone. [They] have both challenged and guided us in all aspects of our operation, leading to significant revenue streams being created.”

Alastair Taylor, Co-founder and Chief Revenue Officer
Synthetix


Business Need

Without relocating their star team to the US, without neglecting the markets that had built the company, without incurring significant travel costs, Synthetix needed a partner who could onboard quickly and manage the intricacies of the North American operation.  Adding complexity to the challenge, Synthetix also needed to scale it’s own support and delivery flows to accommodate customer wins with Ford, TeleTech and Lendlease - not to mention the further need for operational readiness in technical pre-sales and delivery support across multiple time zones.

Solution

C2B was hired for expertise in technical sales, marketing, and solution delivery for the North American market.  In short order, C2B had staffed key leadership roles in Solution Consulting, Channel Development, Demand Generation, and Technical Account Management.  Over the course of two years, C2B would launch, establish, and expand Synthetix North America to successfully capture the market opportunity they knew they were destined for.

Impact

Successful, enterprise scale deployments of Intelligent Virtual Agent and Mobile Self Service for Synthetix two largest customers ($10B and $150B)

  • With newly developed customer and reseller acquisition programs, C2B increased bookings and revenue by over 60% for the North America product line

  • Managed channel forecasts, sales enablement, client onboarding and presales activities for $1B global market leading BPO

  • Developed and provided executive oversight for strategic, operating and tactical plans for North America ultimately leading to the successful unlocking of a new geography for Synthetix


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