Platform Success.

Attentive, highly knowledgeable customer experience experts guide you to a successful launch of CXMEngine.

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TRUSTED BY THE WORLD'S BEST TEAMS

Equipping organizations to transform their customer experiences.

Changing the way you deliver customer experiences requires a shift in workflows and processes. Our Customer Success team has expertise in helping organizations transition smoothly and efficiently to unleash all of the benefits of CXMEngine.

Four-step onboarding process

We first spend time to really get to know your business. Whether that’s in-depth customer journey mapping sessions or a just a call to walk through your processes, this helps us ensure we are designing and implementing a system that works for your teams.

We ensure that the right modules are utilized in the right way to deliver the best possible customer experiences.

Define Success

Together we set milestones and objectives. We dig deep into a client's day-to-day operations so we can translate the benefits of CXMEngine into their specific goals.

Gather Data

Our team helps identify and gain access to data, such as product lists, information repositories, drives and other tools.

Train and Validate

Client teams receive in-depth training and testing of all systems in preparation for launch.

Configure and Onboard

Together, we guide the configuration of data, complete customer, team and user profiles, set up workflows and finalize integrations.

How OvationCXM teams deliver customer success.

  • Detailed scoping and kickoff: We do a deep dive to learn customer operations inside and out to define goals and configure CXMEngine for the way the organization works.
  • Standardized but flexible implementation: Multiple touchpoints using standardized tools and project plans streamline the collection of data, configuration and training during onboarding.
  • Relationship management: We take customer experience seriously (obviously) which is marked by a robust schedule of check-ins and support during onboarding and after go-live.
  • Cross-functional collaboration: Multiple OvationCXM teams and colleagues are integrated into the onboarding and post-go-live process, working together to provide a seamless, cohesive experience with every team member.

Post-onboarding process

The Customer Success team engages with you during post-onboarding and drives continued success by matchmaking our solution against your strategic goals and desired business outcomes.  We take a consultative approach, collaborating with your team to identity ways to maximize operational effectiveness of the software.

Through benchmarking, the team ensures organizations are getting the most out of OvationCXM to increase employee satisfaction, efficiency and adoption. We are laser focused on helping partners achieve excellence and positive business outcomes.

Regularly-scheduled business reviews:

Regular and frequent meetings are used to evaluate the partnership, identify betterment opportunities, and provide insightful feedback.

Performance metrics analysis:

Together, we regularly monitor key performance indicators to ensure our solution is meeting the goals set during onboarding.

Addressing today and planning ahead:

Our relationship is always in motion, leveraging customer feedback and aligning on future initiatives to shape how CXMEngine contributes to positive organizational outcomes.

Support resources:

Our knowledge resources help answer questions and provide ongoing education to teams.

“The platform provided me with the extended workforce nationwide that we needed, along with real time insights into the progress of the project. OvationCXM's customer success team was committed to our success and actually felt like an extension of the team.”

— Brian Wesley

Director of Support, I3 vERTICALS

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