Customer Experience App
A full service customer success solution, built 100% on the Salesforce platform, designed to help your Customer Success team measure performance and drive meaningful actions in order to effectively manage your customer retention.
We achieve this by
We achieve this by
- Centralizing customer operations within Salesforce
- Elevating critical data and insights from 3rd party systems into your Customer 360 view
- Leveraging automation to intelligently drive your customer success impact
Framework
Each of the following features represents a various Customer Success business "processes" or "programs"—available for to use when you install the application. These features are easy to customize to align with your organization’s unique needs. Each features includes a set of standard reports, dashboards, and key performance indicators (KPIs) that deliver the insights you actually need.
In addition, our solution provides consolidated visibility into core Salesforce objects such as Leads, Opportunities, Quotes, Contracts, and Support Tickets. This helps eliminate department silos, streamline your technology stack, and reduce administrative overhead across your teams.
In addition, our solution provides consolidated visibility into core Salesforce objects such as Leads, Opportunities, Quotes, Contracts, and Support Tickets. This helps eliminate department silos, streamline your technology stack, and reduce administrative overhead across your teams.
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Action Requests + Playbooks
Track and communicate relevant KPI shifts to your CSM for action. System records, including playbooks, streamline the resolution process by assigning actions with dates and priorities to key account stakeholders. Cross-functional playbooks encourage collaboration among customer-facing team members. |
At Risk Management
Identify, elevate, and address risks linked to customers at a heightened risk of churning. Utilize a systematic framework to efficiently document and enforce your risk mitigation strategy and outcomes. Activate playbooks to execute your strategy and enhance internal processes and procedures. |
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Account Reviews
Strategize, prioritize, and record customer goals, objectives, and associated business outcomes to propel strategic momentum. Simplify strategic engagements across the customer journey for impactful conversations. Customer Health Scoring
Enhance visibility into customer performance and satisfaction with Customer Health Scoring models. Develop multi-dimensional metrics tied to support, service, finance, and product usage KPIs, weighted by their impact on renewal likelihood. Daily updates offer proactive monitoring, while monthly snapshots provide strategic insights. Custom Integrations
Integrate seamlessly with Salesforce, making real-time customer data from various third-party applications easily accessible. This includes support/ticketing systems, CRM/ERP systems, usage/data warehouses, marketing automation software, and survey tools. These integrations can be effortlessly linked to Customer Health Scores and Action Request processes. |
Customer Journey Program
Automate digital interactions and connect with customers at significant milestones in their journey. Monitor responses and subsequent actions using the CX App to document and implement relevant next steps. Simplify your communication by utilizing pre-designed email templates, reducing manual effort in customer correspondence. Survey Feedback
Gather customer feedback on product and service satisfaction. Our framework seamlessly integrates with third-party survey tools, capturing CES, CSAT and NPS results in Salesforce. Access native reporting, dashboards, and automated workflows for the following surveys. Touchpoints
Monitor and automatically archive important dates associated with your customers to facilitate proactive engagement with crucial contacts when needed. Utilize these insights to fuel programs, email outreach, and customer health management, ensuring proactive risk mitigation. |
