# 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.

DigitalOcean Cloud · Customer experience

## Outcome: DigitalOcean results

Trust in a new region.

- +8 pts NPS across APAC
- Faster Response and issue resolution
- Lower Churn 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.

1. **Regional gaps**: Support coverage broke across APAC time zones and markets.
2. **Technical barriers**: New users hit steep hurdles in onboarding.
3. **Slow activation**: Slow time to value held back adoption.
4. **Language and culture**: Support had to work across both.

## The work: What Phi did for DigitalOcean

A full-lifecycle CX team.

1. **Customer success managers**: Owning activation and retention across accounts.
2. **Onboarding specialists**: Getting new customers live and to first value fast.
3. **Technical support engineers**: Multichannel technical support across the region.
4. **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.”

Operations team, DigitalOcean

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## 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](https://phi.consulting/meet)

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