Case Study: Crypto Economy Startup Company scales crypto tax support with Concentrix

How a crypto economy startup applied white glove support to help customers navigate new tax regulations

Concentrix partnered with a crypto economy startup that provided a platform for calculating crypto investment taxes. The client had a business plan but no live product or customer service infrastructure. Their challenge was to rapidly hire, train, and deploy 250 knowledgeable advisors in time for tax season while developing an entire customer experience strategy from scratch.

The solution from Concentrix involved a swift, multi-step engagement to recruit an elite team and create a complete training program from the ground up. They successfully supported a beta launch with 25 advisors within 10 days of training and quickly scaled to a full team of 250. This close collaboration also led Concentrix to help develop a new B2B sales strategy targeting accountants. As a result, Concentrix now manages the complete customer lifecycle for the client, from acquisition and onboarding through to ongoing support and retention.