Case Study: Custom Neon
Custom Neon tightens its KPIs, workflows and delivery visibility
- Location: Geelong, Victoria
- Industry: Manufacturing, Distribution
- Type: B2B & B2C
Introduction
Custom Neon makes bespoke neon signs, in a market where service is a large part of what people are paying for.
It brought in SuccessCX, a customer experience consulting firm, to set better KPIs, make in-flight work visible, and redefine the workflows around both.
This case study covers what the SuccessCX team and Custom Neon’s project and delivery team changed, and what it did for their customers.
Client Background
Kepler Analytics specialises in providing data-driven people traffic insights and analytics to clients across the globe.
As they expanded their portfolio of global clients and opened office in the UK and USA, Kepler Analytics proactively addressed the challenge of effectively managing technical support, improved operational oversight, and delivering unparalleled customer satisfaction.
Challenges
Custom Neon knew that keeping its reputation meant improving the service and success side of the business, not just the product. Three problems stood out:
KPI measurements: the existing setup gave no clear view of service level targets or how the operation was actually performing.
Limited visibility: with no live view of ongoing projects, bottlenecks and capacity limits were hard to spot and work was hard to prioritise.
Workflow: the internal processes were sound but had no technical system underneath them, which made the work harder to manage than it needed to be.
Solution
SuccessCX worked with Custom Neon’s key team members to extend the processes they already had, then built the following with the company’s management and teams:
Advanced integration
SuccessCX designed and connected Custom Neon’s platforms so the quoting mechanism, sales CRM and customer service platform work as one. Sales, design, delivery and customer service now work off the same information, which shows in the overall Customer Experience.
Real-time work visibility
Custom Neon’s processes now sit inside the customer service platform as one central workflow, so teams can see where every project is. Coordination and prioritisation got easier, and when a job stalls, someone can step in while it still matters.
Streamlined workflows
SuccessCX worked with the teams to redefine their internal workflows: clarifying who owns what, setting milestones, and automating the repetitive steps. Productivity improved noticeably.
Training and skill development
Targeted training sessions gave the Custom Neon teams what they needed to work the new processes and tools properly.
Results
The work with SuccessCX changed several things at once:
- Improved customer satisfaction: the new KPI framework and cleaner workflows let Custom Neon meet and beat what customers expected, and satisfaction rates rose with it.
- Reduced lead times: better visibility and tighter workflows cut the time to complete a project, so signs reach customers sooner.
- Enhanced quality control: tracking projects live means quality issues get caught and fixed as they happen rather than at the end.
- Increased customer retention: more customers come back, and more of them stay.
- Business growth and expansion: being able to deliver reliably brought in new customers and opened up new markets.
Conclusion
With SuccessCX, Custom Neon rebuilt how it manages customer success: better KPIs, visible work, and processes that hold up under volume. Satisfaction went up, workflows got cleaner, and the business results followed. For a company selling bespoke work, that consistency is the point.
Your customers are waiting for better.
Your team is ready to deliver it.
With the right strategy, Zendesk setup, and AI support, your team can reduce repetitive work, move faster, and keep the human touch where it matters.