Customer Success

One place for demos, trainings, tech support sessions and customer onboardings: who is free, who asked for what, who is doing it, and whether it won the customer.

For Sales: Book an engineer

Sales → Book an engineer opens the booking form (Clement's demo information sheet, F-01-01):

• What: demo, training (theory & workshop, or workshop only), tech support, or customer onboarding; length; language and a backup language.
• Customer: company, relationship (prospect, customer, former customer), location, main contact, sector, what they want to achieve, the audience, the tools they use and the competitors they are comparing.
• Compliance: export control (EAR99, export-controlled, unknown), NDA, recording allowed.
• Topics: mark each topic Main (must cover) or Also. A demo needs at least one Main.
• When: up to three options in the customer's time zone. Each is also shown in US Eastern, UK and Ukraine time. Dates in the past are refused.
• Details: what to show, questions or data sent in advance. For an onboarding: modules bought, license tier, support end date and the onboarding steps.

You are emailed when someone takes it or is assigned, when Customer Success has a question (answer it with a comment), and when it is delivered. My bookings lists everything you asked for and its outcome.

For Sales: Tech support forms

Sales → Tech support forms replaces form F-01-03: tell Customer Success a client bought, leased or extended modules or tech support. It asks for the client contact (and who to keep in Cc), whether they are approved for export-controlled content, buy / lease / lease-to-buy (tick it if it is a trial or evaluation), license type, customer tier, tokens, design reviews, the tech support end date, the training to provide, and the modules sold from the full catalog (quantity, trial, training, expiry each). EDU modules are refused unless the tier is EDU or STU.

Customer Success is emailed (and the tech support mailbox, if one is set on the Tech support forms page). Private training or a standard onboarding takes you straight to Book an engineer with the client filled in. When Customer Success marks the form processed, you are told. Forms whose tech support ends within two months are flagged at the top of the list.

For engineers: Engineering → Customer Success

• Who's available: open requests, everything booked, the availability board (working hours, your own marks and Outlook busy times), and Customer wins.
• I'll take it: on an open request, pick a date option and take it. It lands on your task board with its date, and Sales and Customer Success are told.
• Confirm or decline: when Customer Success assigns you, confirm, or decline with a reason (it goes back to them).
• Mark yourself available or unavailable for whole days or a time slot, for all activities or only some.
• Mark delivered when it is done, then record the outcome.
• My skills: your own ratings and working hours. Only the coordinator and admins see everyone's ratings.

For Customer Success (coordinators and admins)

• Best person for a request: everyone ranked by skill (3 independent, 2 with backup, 1 learning), language, working hours, availability marks, Outlook and sessions already booked. Onboardings use the tech-support ratings.
• On a request: assign from the ranking, set a backup or shadow, unassign, cancel (with a reason), or tick This is a question for Sales to send it back as Needs info.
• People & skills: everyone's profile and ratings; import Clement's spreadsheet there.

Outcomes and Customer wins

Once a request is delivered, Sales, the engineer or Customer Success records the outcome: Won (became a customer, with the deal value), Lost or No decision yet. The dashboard shows, for the year: delivered, won, lost, the win rate (won out of won + lost), the value won, and the same per engineer and per type.

Every step and comment is kept on the request under History and comments.

Customer survey

When a request is marked delivered, it gets a one-minute survey for the customer: three or four questions rated 1 to 5 (different for demos, trainings, tech support and onboardings), "How likely are you to recommend us?" (0 to 10) and a comment. The customer needs no login and can answer once.

Otium never emails the customer. On the request page, Email it from my mailbox opens your own email with the link and a short note filled in (or copy the link). The answers show on the request, and the dashboard shows the year's average rating and NPS, and each engineer's average next to their wins. A rating of 2 or less, or a recommendation of 4 or less, emails Customer Success and the salesperson straight away.