The full fat version of Customer Success 🥛. The Genius Package takes all of the stress off your shoulders and gives you over 300 hours⏰ of time back to do the things most important to your success ⭐
In this article:
What are Customer Success Services
What are Customer Success Services?
Think of purchasing edison365 licenses like buying a gym membership 💪. Gym members get access to all the super-cool facilities (for edision365 customers, that’s our awesome software)
For some, the gym membership isn’t enough and more coaching is needed, they need to understand how the equipment works, how it will benefit them and help them achieve their goals and vision of success. For these gym members, time with a personal trainer or maybe a nutritionist could be an option, or they subscribe to fitness publications and even attend guided classes 💃.
It is this higher level of support, expertise and guidance that the edison365 Customer Success team provides. Think of us as your personal trainer (or Zumba instructor👯) , here to listen to your objectives, support you in use of the software and growth towards your goals and success.
What to Expect
Every Customer Success project is broken into value-driven deliverables in four core areas:
- Coaching - goal setting, conversations, strategizing
- Technical - technical calls, product guidance, training
- Insights - feedback, KPI reports, knowledge sharing
- e-Credits - you shopping list of options to make your time with us custom-made to your needs
For the Genius Customer Success Package, the deliverables are:
| 1-on-1 Customer Success Clinics | Coaching | 1-on-1 coaching sessions provide you with dedicated support and guidance from product and transformation experts |
| 1-on-1 Product Excellence Clinics | Technical | 1-on-1 support dedicated to product usage and guidance to give you a greater understanding of using the software. |
| e-credits | 150 | e-credits give you freedom and flexibility to use the time and expertise of our internal and external experts on what’s really important to your business. You will be able to choose from a list of various options. |
| Detailed Product Insight Reports | Insight | We'll provide you with reports on a regular basis that dive into the data-led insights generated from the software. The edison365 team will provide commentary and recommendations led by the insights to enable you to get the most from using the software. |
| Annual Success Plan | Coaching |
A discussion followed by a detailed report that outlines the goals and objectives for the year along with targets that need to be met.
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| Regular Success Pulse Checks | Insight | Teamed with the Success Plan will be Pulse Checks. The regular pulse checks will act as a ‘check in’ for you to see where your progress sits in relation to the targets and goals outlined in the Success Plan. These pulse checks will allow you to pivot and change course if needed to ensure your success. |
| Full Reporting Administration | Technical | Building and updating reports will be the responsibility of the edison365 team. Reports will be updated on a regular basis to give your team the most relevant insights and support innovation and portfolio management efforts. |
| Full Product Administration | Technical | The ownership of the application will entirely sit with edison365 meaning the pressure of any changes in configuration, process or templates will be taken off you and your team. There will be no need for you to become a product expert – freeing you up to concentrate on your organization. |
Key Sessions & Deliverables
To help us in delivering the amazing work you deserve, there are some key sessions and deliverables we would like you to be aware of. Please read, understand and know what to expect when attending these sessions or carrying our these deliverables 😀
Kick Off Session ⚽
The Kick Off is super important and is what sets the tone for the entirety of our time together. As with any coaching, this session is about understanding you and agreeing how our team and our software can best assist you to meet your goals.
The key objectives of this session, are:
- Understand your business
- Understand your goals and objectives
- Agree on a meeting and deliverable schedule that meets your needs
- Establish roles and responsibilities
The key outputs from this session, are:
- Coaching and technical calls scheduled
- Annual Success Plan produced
- Action plan produced
Planning you e-Credit Spend 💰
e-Credits provide you with the ultimate flexibility to design your CSM package around your needs.
For the Genius CSM Package, you get 150 e-Credits and you can spend this on the list of consultancy services provided.
Your e-Credit spending can be decided at any point but we will host an introductory call to help you plan the spend of your e-Credits as early as possible, we will also provide you with some guidance and options as to how best package these up.
Product & Reporting Administration 🤓
With the Genius CSM Package, we take control of managing your software and reporting. That includes:
- Configuration changes to your application
- Managing user access
- Updating reports
- Making changes to reports
This may seem complicated but, to make your life easy, we request that our customers:
- Provide us with a Single Point of Contact
- Submit any requests through our dedicate change request pipeline via This Form.
And that's it... the rest we will take care of 👍