Cloud, Customer experience: DigitalOcean case study: Technical CX that lifted APAC NPS 8 points
Demand in APAC was strong and activation lagged. Phi built and ran onboarding, education, implementation and retention as one system.
Cloud · Customer experienceOutcome: DigitalOcean results
Trust in a new region.
- +8 ptsNPS across APAC
- FasterResponse and issue resolution
- LowerChurn in startup and dev-heavy cohorts
DigitalOcean now runs CX systems that scale to other regions.
Before Phi: The challenge at DigitalOcean
Product usage lagged in APAC. Slow onboarding, product confusion and support gaps kept users from the full platform.
- 01
Regional gaps
Support coverage broke across APAC time zones and markets.
- 02
Technical barriers
New users hit steep hurdles in onboarding.
- 03
Slow activation
Slow time to value held back adoption.
- 04
Language and culture
Support had to work across both.
The work: What Phi did for DigitalOcean
A full-lifecycle CX team.
- 01
Customer success managers
Owning activation and retention across accounts.
- 02
Onboarding specialists
Getting new customers live and to first value fast.
- 03
Technical support engineers
Multichannel technical support across the region.
- 04
Cloud implementation engineers
Hands-on implementation for complex deployments.
Execution: How we executed
Live onboarding
Onboarding flows plus self-serve playbooks for early adoption.
Multichannel support
Intercom and Zendesk.
24/7 regional coverage
Coverage plans for round-the-clock APAC response.
Docs and training
Training materials, SOPs and CX documentation for internal teams.
Testimonial: DigitalOcean, in their words
“The CX systems Phi built didn't just improve retention. They created trust and advocacy in new markets.”
Talk to us: The same system, pointed at your number.
A 30-minute call on your market, your GTM and what is not working. We will tell you if Phi is the right fit.
Talk to Phi