Certinia Customer Success Cloud

Highlights

• PROVIDE ONE VALUE JOURNEY WITH ONE VOICE Capture customer value objectives at the opportunity phase and carry through (and update) those objectives at every phase of the customer journey (implementation, adoption, expansion, renewal).
• MONITOR CUSTOMER SUCCESS PERFORMANCE Equips Customer Success Managers (CSMs) with a powerful dashboard powered by embedded analytics to track playbook usage and effectiveness.
• MANAGE SUCCESS PLANS & VALUE OBJECTIVES Create and manage success plans aligned with customers’ business needs. Using customizable templates or automated flows, CSMs can track progress in the Success Tracker UI, record notes, and monitor account history.
• RESOURCE SELECTION Select resources based on role, capacity, skills, and experience to expose customers to most suitable resources while reducing cost-to-serve, particularly in a pooled team environment.
• STREAMLINED PLAYBOOK MANAGEMENT Create, manage, and execute playbooks that drive ideal customer outcomes. Get a dedicated UI for managing playbook tasks including a best practice catalog, enabling teams to replicate successful strategies across accounts.
• OPTIMIZED RESOURCE MANAGEMENT Assign resources to playbook tasks, designate owners for success plans, and request specialists via the PS Cloud Connector. Team management features also enable the reuse of resource configurations across multiple playbooks.
• CUSTOMER COLLABORATION With Experience Cloud sites, customers can be assigned playbook tasks and work alongside your team to achieve shared goals, aligning everyone on key deliverables.
• LEVERAGE THE POWER OF SALESFORCE Native to the Salesforce platform, CS Cloud automates the creation of playbooks and tasks based on triggered events, ensuring your organization receives real-time notifications for new assignments and can act swiftly.