Customer Success

A dedicated Customer Success Manager

• Check-ins – Regular check-in calls will be scheduled between key business stakeholders and the Customer Success Manager where any open tickets can be reviewed. Additionally, this time can be used to answer open questions, review adoption and goal progress, demo new features coming in future feature releases, and capture user feedback
• QBRs and Annual Goals – Quarterly Business Reviews to be conducted by the CSM to review tickets over the last three months as well as the feature request status and roadmap announcements. An Annual Goals Meeting will be conducted once a year to align your Cloud Coach goals with ongoing departmental or business goals and ensure value is driven through the coming year. 

Product Support

• Customer Community Portal – a dedicated Cloud Coach support site with access to case management, submission of issues and potential bugs, visibility into feature request status, and regular updates from Product Specialists
• Product Specialists – A group of specialized Cloud Coach support technicians who are standing by to answer questions on possible bugs, log feature requests, and respond to general inquiries on the Cloud Coach core product

Weekly webinars – conducted weekly by the Customer Success team and encompassing the following:

• Frequently asked questions – Questions that have come into the support team that week and how they were answered, as well as selected general questions from our online FAQ
• General Q&A – An open session to allow clients to ask questions that may have come up that week and get answers and advice from Cloud Coach experts
• Tips and tricks – Quick ways to increase the value of the Cloud Coach and Salesforce platform solution, including configuration tips, reporting walkthroughs, and general best practice advice from the Customer Success team