Faster Supports Starts Here: New Case Management Experience
Join us for a live webinar to learn about how our Case Management process is evolving to better support our new Client Success model, effective June 4th. There are seven sessions scheduled, so you can pick the one that works best for you:
- Tuesday, May 26th, 12 p.m. CT— Register here
- Thursday, May 28th, 10 a.m. CT— Register here
- Monday, June 1st, 3 p.m. CT — Register here
- Tuesday, June 2nd, 1:30 p.m. CT — Register here
- Wednesday, June 3rd, 10 a.m. CT — Register here
- Thursday, June 4th, 9:30 a.m. CT — Register here
- Friday, June 5th, 10:30 a.m. CT — Register here
Client Success Model FAQ
Why is Origami Risk evolving its Client Success and Support structure?
We are evolving our Client Success model to better align with the growing complexity of our clients’ environments and to provide faster access to specialized expertise. As Origami continues to scale, this updated SaaS-aligned model enables us to deliver more consistent support, stronger consultative guidance, and improved alignment to our clients’ strategic goals.
Is this change a response to performance issues?
No. This evolution is a natural progression in Origami’s maturity as a SaaS organization. The changes build upon existing strengths, incorporate client feedback, and position us to scale with greater consistency, predictability, and operational discipline. Our goal is to proactively strengthen the client experience.
What benefits should clients expect to see?
Clients can expect:
- Faster resolution for common requests
- Clearer ownership and accountability
- More proactive engagement from Client Success
- Greater access to specialized expertise
- A more consistent and predictable experience across support, configuration, and strategic partnership activities
Will clients need to change how they engage with Origami?
Yes, clients will experience enhanced engagement through our Case Management process and routing model, designed to connect requests more quickly to the right experts. Clients will also see a more proactive engagement cadence from Client Success Management focused on strategic alignment and long-term success.
Will this impact my current team?
This new structure is designed to strengthen existing relationships by improving access to specialized expertise and creating clearer paths for handling complex requests. Focused Coverage Teams and CE will no longer act as case gatekeepers; Work will align to the appropriate Business unit ad the next available skilled resource will work your case ask. If additional resources are introduced or responsibilities evolve, Origami will communicate proactively to ensure continuity and a smooth client experience.
What is the difference between Support, TAM, and Client Success?
Each function within the new model has a distinct focus:
- Support focuses on rapid issue resolution, troubleshooting, and user education for day-to-day operational needs.
- Technical Account Management (TAM) provides expert configuration guidance, performance-focused recommendations, and consultative best practices.
- Client Success Management (CSM) focuses on strategic alignment, proactive planning, adoption, and helping clients maximize value from the Origami platform and roadmap.
Together, these teams work collaboratively to provide both speed and depth of expertise.
How will this new structure improve turnaround times?
The new model improves turnaround times by routing cases directly to specialized resources best equipped to handle them. Support teams can focus on rapid resolution while TAMs concentrate on more complex technical and configuration work, reducing bottlenecks and improving overall efficiency.
How will this structure create a more consultative partnership?
By separating reactive support activities from proactive strategic engagement, the new model allows Client Success teams to dedicate more time to planning, optimization, business alignment, and value realization. This creates more opportunity for meaningful strategic partnership and proactive guidance.
What role does AI play in the new model?
AI and automation will help improve case deflection, accelerate issue resolution, and surface insights across collaboration channels such as tickets, Slack interactions, and configuration trends. These capabilities will allow Origami to operate more proactively while enabling teams to focus on higher-value client engagement.
Will this change impact ongoing projects or timelines?
No. All active project work will continue as planned. The transition is being managed carefully to minimize disruption, with internal operational changes occurring behind the scenes wherever possible.
How will success of the new model be measured?
Origami will measure success across several key indicators, including:
- Speed to resolution
- First-touch closure rates
- Configuration quality and delivery timelines
- Client health and satisfaction
- Proactive engagement metrics
- Usage, adoption, and value realization
- Overall consistency and predictability in the client experience
When will these changes take effect?
The transformation will be implemented in phases throughout 2026. Our go live date for phase 1 is 6/4/2026.
Will the “Get Help” Case Management access process change?
Clients will continue to access Case Management the same way they do today. The primary change is that the intake experience is being enhanced to provide clearer guidance on the details needed upfront. This will help reduce unnecessary back-and-forth, improve routing accuracy, and allow our teams to move more quickly in addressing your requests.
What happens to my bi-weekly calls?
Under the new model, standing bi-weekly calls will be discontinued. Instead, clients will have the ability to request an expert working session directly at the time of case submission when additional discussion or collaboration is needed.
In addition, our teams are trained to proactively initiate calls when doing so would help accelerate resolution or move work forward more efficiently
