Working from home increased productivity, no doubt about it. However, it created a new set of challenges both on communications and work-life balance for employees.We will continue to follow the instructions, but will not revert back to fully working from an office. The plan is to allow employees to work 2 days from home.
Check our interview section for more interviews with industry leaders!
Hi Yuval, tell us about yourself and share some background about Secret Double Octopus (how you ended up joining the company)
Yuval: Throughout my career, I held various Customer-facing positions for the last 30 years and in the Identity Management field for the last 20 years. Secret Double Octopus is offering Passwordless authentication to organizations. The CEO approached me with a task to rebuild the presales and post-sales processes, tools, procedure people, etc. A major request was to build the Success function from scratch. Thus far, after more than a year we achieved a 0% churn rate and a few new ARR with upsells and expansions.
What does Secret Double Octopus do? taking the responsibility for the password from the user’s hands. My personal experience is simple – I have no idea what my password is. And this is since I joined. I click login, answer a push on my phone. I identify myself with a finger or face. and that’s it. Never called IT to reset my password or unlock my account!
eCommerce was booming in 2020; how did it affect Double Octopus? – What are you going to focus on this year?
Yuval: Covid-19 slowed down the process but created new opportunities, the ability to set up a remote working environment was one of them. In 2021 we plan to continue the journey with our big and huge customers to explore more services, and use cases.
The evolution of the CS industry
How much has the CS industry evolved in the last 2-3 years with the arrival of automation, customer experience, and enterprise apps?
Yuval: The CS industry is experiencing a Proliferation of tools trying to cope and offer solutions to the many challenges of our evolving CS industry. With more companies starting to understand and embrace the power of CS new tasks are presented and new processes, KPIs, relationships are being requested.
Tell us about the Head of CS role in a pandemic crisis – what role digital transformation has in this crisis?
Yuval: As owning customer services and CS I’m not sure I’m the typical Head of CS, but from CS point of view during the pandemic, we had to change and adapt. Many prospects and customers had to change their modus operandi and delayed decisions. it forced us to better track, report, and act on those changes. Luckily after joining Secret Double Octopus we started the journey to a new CRM system, with new integrations to other systems. it enabled us to concentrate and view more information in one place, build reports and make it actionable.
What makes Double Octopus different from your competitors?
Yuval: Passwords are at the base of every OS and system. We’re taking the responsibility for it from the user. We cover on-prem and cloud use cases and more importantly the same online and offline operation experience.
Do you think working from home is good or bad for employee experience? How is Double Octopus planning it’s office strategy in Post covid19 days?