CED Tech Venture profile: Klever, an emerging business optimization platform

Even as companies gather more and more data about their customers, many have had trouble turning that data into a better customer experience. Durham-based startup Klever says it has “cracked the code” on how to turn data into better service.

“KIever Insight is a Business Optimization Platform that makes teams extremely effective at delivering on company goals while also creating a superb customer experience,” says CEO Phil Verghis.

Klever is among the startup and emerging entrepreneurial companies participating in CED Tech Venture this week.

This Q&A is part of a series published by WRAL TechWire in partnership with the CED.

What is the focus of your business?

Klever has “cracked the code” on how to connect data to action through digital insights from customers, employees and the business.

KIever Insight is a Business Optimization Platform that makes teams extremely effective at delivering on company goals while also creating a superb customer experience.

What is the top pain point/business application you are seeking to address?

Leaders everywhere get it – both the staggering cost of poor customer experiences, and the huge benefits of great ones. However, despite spending $10.3 billion dollars in Customer Service & Support software in 2015 alone, customers’ experiences have not kept up with expectations.

There are so many possible ways that a leader could start addressing poor customer experience. Unfortunately, while this improves a particular customer touchpoint, it will almost certainly cause issues for others. Which one give you an optimal result, based on your business objectives? Once you address that, what is the next one, and the one after that?

What makes it unique?

Only Klever combines deep domain expertise and technology with behavioral science in a simple, easy to use continuous learning system that uses your existing CRM system.

Here’s how it works.

First, support leaders identify their top strategic objective from a carefully curated list. All objectives are clearly explained in a way that helps them choose the one which will have the greatest impact on their organization.

Next, everyone within your support organization takes Klever’s proprietary assessment, which takes less than 5 minutes to complete.

Your teams’ data is then run through our powerful Analysis Engine, and viewed through a Listening and Learning lens as well as an Alignment, Behavior and Capability lens to pinpoint their strengths and weaknesses as a team.

The output from the Analysis Engine combines with your strategic objective to deliver custom, innovative recommendations for your team to be successful. Support leaders will be guided by just the right set of metrics along the way to demonstrate the impact.

And the truly amazing part? Our Continuous Learning Engine provides new input and ideas to ensure ongoing progress.

Since all recommendations are tied directly to your strategic objective, each completed recommendation brings you closer to your goals. Each recommendation includes ways to measure the work being done. You can not only see the progress being made but can now easily provide the tangible proof of your success.

Why should investors be interested in your firm?

Deep domain expertise

We are passionate about building what we wish we had when we ran customer facing teams and complex global operations teams.

Know how to scale massively

Many of us have been very early employees of a startup that went from $0 – $160M/year in revenue over four years.

Momentum:

Paid beta with a Fortune 50 enterprise that is testing Klever Insight software across six teams in North America, Asia and Europe.
Our Analysis Engine helped HP Enterprise win a President’s Quality Award from CEO in 2015 and cites Klever partnership for making this happen. (Case Study available)
Our specific recommendations helped Tyler Technologies get 300% productivity improvement & 350% reduction in cost, all while increasing customer satisfaction. (Case Study available)
Led the formation of first-ever industry standard Open Customer Metrics Framework (www.ocmfgroup.org) with leading industry associations and enterprises.

Business facts: