CUSTOMER SUCCESS SERVICES

Meet Me In The Cloud’s Customer Success Model helps you efficiently onboard your customers with a comprehensive plan, clear technical requirements, product training, and ongoing customer interaction.

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We understand that achieving customer onboarding success is all about engagement. Meet Me In The Cloud’s methodology combines our technology expertise with the power of engagement to build value at every point throughout the customer lifecycle.

Customer Success Managed Services (CSMS)

For some organizations, the customer onboarding process is as simple as clicking a button to activate a new account. In this scenario, the customer will most likely attempt to use your product or service with little to no guidance or training. But what happens when they get stuck? Chances are they won’t be successful and they’ll get frustrated, and that could reflect negatively on your company.

 

Driving End-User Adoption

The MMITC Customer Success Managed Services (CSMS) plan is intended to assist our customers in continuing to drive end user adoption and value realization of their Cisco collaboration services once an Adoption Acceleration project has concluded. CSMS can be a valuable addition to an organization’s overall collaboration strategy, particularly over longer overall digital transformation efforts, or where a more gradual collaboration technology rollout is planned (accompanied by a periodic video endpoint deployment, for example). 

It’s widely understood that good onboarding is critical to ongoing customer happiness. But it’s tricky and easy to miss the mark because onboarding a new customer is hard to do, and it’s too easy to focus on the wrong things. CSMS helps you efficiently onboard your customers with a comprehensive plan, clear technical requirements, training, and ongoing customer interaction. The end result: Customer Retention.

The sample CSMS plan on the right gives you an idea of our approach to a Webex adoption. When we embark on a project engagement with you, we remain engaged through everything you are delivering to your end user client. Review the next section for a sample of Meet Me In The Cloud’s Lifecycle Check-In Plan—you’ll see how well you are taken care of during our project engagements.

Ready to explore how Meet Me In The Cloud can successfully deliver CSMS services to your projects?
Let’s talk! Click the button below to schedule a call.

Service Offerings

CSMS SILVER

Quarterly Collaboration Reviews

  • Review usage metrics for collaboration services
  • Review overall organizational collaboration strategy
  • Deliver recommendations on further adoption efforts, deployments, and/or user behavior changes
  • Continued business value validation

Two standalone training classes per quarter

  • MMITC trainers will deliver up to two standard virtual trainings per quarter to maintain & encourage user adoption
CSMS GOLD

Monthly Collaboration Reviews

  • Review usage metrics for collaboration services
  • Review overall organizational collaboration strategy
  • Deliver recommendations on further adoption efforts, deployments, and/or user behavior changes
  • Continued business value validation

One standalone training classes per quarter

  • MMITC trainers will deliver one standard virtual training per month.

Ongoing business process improvement & training recommendations

  • Technology Adoption and Collaboration Experts will be available as advisors
  • Provide training recommendations for new users

On-site training and advisory sessions (Optional – travel surcharge)

Sample Two-Year Roadmap with Lifecycle Checks

Month 1: Lifecycle Check-In 1
  • Review of Usage – New Baseline
  • Review/Discuss any Change Management Needs (e.g. Teams)
  • Prepare MMITC Case Study
Month 3: Lifecycle Check-In 2
  • Identify Customer Sponsor Team for CSaaS (IT, Operations etc.)
  • Agree upon ongoing Goals and Targets for CSaaS
  • Review Usage Baseline; Promote Gains, Address Declines
  • Review Admin Portal – Implement Appropriate Technical Tweaks
  • Create Teams Space or email alias for Ongoing Support
  • Training Update for Internal Helpdesk
Month 6: Lifecycle Check-In 3
  • Review Usage & Address any decline. Promote increases & report
  • Prepare Internal Case Study – Distribute and Share
  • Training Update on Core Products – Genius Bars and Q&A Sessions
  • Set up Internal Webex Newsletter
  • Identify Evangelists (internal)
Month 9: Lifecycle Check-In 4
  • Review Usage & Address any Decline. Promote increases & report.
  • Prepare Additional (internal) Case Studies & Share
  • Deliver Training Updates on Core Products
  • Schedule regular evangelist touchpoints
  • Deploy Change Management Communications
  • Identify Additional Webex Services, Video Endpoints and Audio to expand footprint
  • Review/Create/Plan any Needed Documentation
Year 1: Lifecycle Check-In 5
  • Review Usage & Address any decline. Promote increases & report
  • Create Ongoing training plan for non-core services: EC/TC/SC/Video
  • Identify opportunities for increased Webex audio usage (cost savings)
  • Identify any competing solutions in house (future plan to consolidate)
  • Communicate to users – ongoing change management
  • Gather evangelist feedback – create internal case studies – promote
Month 18: Lifecycle Check-In 6
  • Onsite Year Two Kick – Off with Evangelists & Executive Sponsor
  • Review Usage & Address any decline. Promote increases & report
  • Incremental user persona/use case focus per quarters
  • Deliver Training Updates on Core Products
Year 2 and Beyond: Lifecycle Check-In 7
  • Review Years 1 and 2 Impact and Assess Customer Satisfaction so far
  • Develop “LifeCycle Checkin” Plans and Cadence (with Customer) for Years 3 and Beyond
  • Execute

End Customers

Via CSMS, customers are able to obtain the maximum ROI from their technology investment without frontloading the service cost required to support them throughout the lifecycle of their license terms. This is the ultimate partnership between consumers and their service providers and ensures continued customer satisfaction as any evolution in consumption patterns are effectively addressed in real time.

Key Difference

The MMITC CSMS program is not intended to replace the technical support services provided by Cisco TAC. While Cisco offers certain Customer Success services are included with subscription, the MMITC CSMS program provides focused expert support that is dedicated to CSMS subscribers.

Partners

Customers

“Meet Me In The Cloud was always completely dependable and professional. I am always impressed with their ability to provide strategic guidance while managing execution.”

Jewell Tonkel

Sales Training Manager, Cisco

“MMITC is extremely knowledgeable helping companies adopt Webex solutions…They have that combination of sales, operations, customer service and technical skills that makes customers love working with them.”

Greg Wright

Bus Dev Manager / Technical Product Specialist, Cisco Systems

“We have been extremely impressed. This was a great experience not only for me, but also for my customer.”

Brian Gilman

Account Manager, Mountain States Networking

“MMITC has a keen eye for detail and excellent understanding of business needs.”

Darwin Jones

Supplier Relationships, Apple Computer

 

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