Pioneering Support for the Crypto Economy

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Concentrix was quick to become immersed in not just understanding the clients business, but also defining the role of the advisor and the types of customers they would be supporting. This meant first determining the technical knowledge required to be successful, and then gauging the level of understanding needed to interpret complex tax and compliance regulations.

Faced with the challenges of an already compressed implementation timeline compounded by the holiday season, we recommended a multi-step engagement plan that recognized the client would be the first to go live with this unique service in support of the crypto economy:

Advisor recruitment: A dedicated recruitment team was assigned to develop the advisor profile and begin hiring the initial elite team, ensuring that it would be fully onboarded in time for the first scheduled training. Advisor training: With the client having no training resources or experience, we dedicated an experienced learning and development team to create a new end-to-end advisor training program, pulling in material from similar programs where possible, while building new content to fill in the gaps. Day one launch: Within 10 days of completing training, an elite team of 25 crypto-savvy advisors, chosen to be quick to understand the platform and provide a great customer experience, supported a beta launch of the clients new product. Post-launch feedback: As the first advisors to support such a product, proactive feedback from the elite team provided invaluable recommendations to further enhance customer experiences, which was shared with the clients engineering team to aid product enhancement. Tax season ramp: As the tax season peaked, we quickly scaled the program to 250 advisors, with the initial elite team growing into leadership roles and helping to ease the ramp to proficiency for the new team.

As an outcome of our close collaboration, we also worked with the client to help develop their business-to-business sales strategy, recommending it target the certified/chartered professional accountant (CPA) and accounting market, rather than individual consumers, to maximize early returns on the sales investment. With a sales training program that used the same product training developed for advisors, paired with Concentrixs sales playbook and marketing templates, we enacted the strategy with a team of 100 tax sales advisors.

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