The perfect cocktail: SaaS and customer success
In 2023, most – if not all – video service providers are working with SaaS in some fashion. It is truly becoming the dominant model – and for good reason! The beauty of SaaS is the pace of innovation it enables, thanks to its scalability, flexibility, and cost-effectiveness. With it, service providers and end-viewers have access to improvements and capabilities that were either previously unavailable or too slow to come by.
It’s no secret that the SaaS adoption in the M&E industry has been slower than others – especially among some of the bigger, more established players – but that’s all changing. There are plenty of companies working hard to enable businesses to transition to SaaS because of the massive benefits it provides. Synamedia is one of them.
The #1 Ingredient: Our Customers
And what would SaaS be without customers? The two really go hand in hand. It’s clear that companies that have made the transition to SaaS have also invested heavily in their customer success practices. Additionally, they’ve also made that transition – boldly, some might say – knowing that some of their market segments were further along than others.
Synamedia is a company of lifelong video obsessives and have been a driving force of amazing experiences and video innovation for over 30 years. And while we’ve expanded to serve next gen video streaming platforms, service and content providers, and more, one of our main goals will always be to enrich and protect the media value chain for pay TV providers, including satellite and cable.
Mixing Things Up
One of the reasons we turned to SaaS at Synamedia was for flexibility, improved ROI and cost savings for our customers. But most importantly, SaaS leaves so much room for innovation and opportunities to give value on a much more rapid scale.
In fact, as we started to implement Synamedia Iris to one of our customers, we did about 130 code drops in the first two months. The only reason the customer was even aware of that was because of all the innovation they saw. This is obviously very different from bespoke, uber-tailored deployments built to address individual customer requirements.
Sticking to the Recipe
Our traditional broadcast customers all have an incredibly high degree of technology, both configurable and customized.
With our multi-tenant SaaS, we’re continuing to support our customers’ impressive technology and massive deployments. That, combined with our decades of strong professional services and high degree of change requests, statement of works, staff augmentation and retained resources, we are enhancing the hands-on approach that our customers have grown to love and expect from us – it is truly a winning concoction.
The perfect mix
Combining our incredibly strong customer base and new customer acquisitions – we’re working for all of it. Servicing many of our largest customers – including Airtel, Astro, beIN, Cox, Sky, Sky Mexico, Vodafone, – is key, and they continue to partner with us to drive innovation.
Our roadmaps are heavily geared towards customer opportunities and demands, and we combine that with market demand and opportunity, creating yet another winning formula.
The continued innovation in our media cloud services products is not just satisfying new segments, it’s also satisfying existing products that care about SaaS – and our customers really see the value in that.
Customers are gold. And our customer success process reflects that, with a focus on customers adopting, expanding and therefore staying a part of the Synamedia family. Cheers to that!
About the Author
Lucy joined Synamedia on July 1, 2021 to strengthen the post-sale customer experience. She has 20 years of global experience and, most recently, Lucy spent almost nine years at Genesys where she had the pleasure of being part of Paul Segre’s team leading our post-sale customer engagements while driving recurring revenue growth.
While at Genesys, she began her ongoing SaaS learning journey as Genesys made a successful transition to SaaS and she is thrilled to be helping Synamedia achieve its next stage of growth. She has a track record for delivering top-line results and bottom-line performance with an emphasis on recurring revenue, high employee engagement and strong customer loyalty as measured by the Net Promoter System (NPS).
Lucy has been a recent Venture Partner at TCV, a leading Private Equity firm, where she served as Customer Success advisor to several portfolio companies.
Prior to Genesys, Lucy spent 12 years at Global 360, Inc., in customer facing roles culminating in Senior Vice President of Customer Operations while earlier experience includes Vice President of Commercialization at Eastman Software Inc., a subsidiary of the Eastman Kodak Company, and a series of progressive leadership roles at Wang Laboratories.
Lucy lives in Boston, U.S., with her husband Steve and their two black rescue cats, Audrey and Roxie.
Lucy lives by the sage words of advice she once received from a mentor: be authentic.
In her down time, she enjoys the seashore of Cape Cod, Massachusetts, and savouring TV shows from Dexter and Mad Men to Stranger Things and Sabrina the Teenage Witch.
