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The Velocity Customer Experience
Velocity Technology Solutions
EXPERIENCE. INNOVATION.©2013 Velocity Technology Solutions, Inc.
EXPERIENCE. INNOVATION.
Exceptional Customer Support with a Dedicated Velocity Team Focused on Your Business
2
Customer Relations
Ensures Velocity’s services meet customers’
business needs
Customer OperationsManages day-to-day operations and service levels
Project Services
Runs customer lifecycle events smoothly and efficiently
EXPERIENCE. INNOVATION. 3
Customer Note to Velocity Support Team
“Our Customer Support Advocate is always
very responsive and makes us feel like we
are her only Customer.”
EXPERIENCE. INNOVATION.
Initiate
Migrate
Go Live
Steady State
Customer Lifecycle
Mgmt
Steady State
Business Critical Event
Focus Period
Steady State
Renew
TheVelocity
Customer Experience
The Velocity Customer Experience Lifecycle
ServiceKick-off
Customer moved to Velocity’s environment
Customer in production on
Velocity service
Customer using Velocity service
Service-changing event, e.g. upgrade, application addition
Business-impacting event, e.g. open
enrollment
Specific actions to transition smoothly
from business event to steady state
Customer renews or updates Velocity
service
Customer using Velocity service
Customer using Velocity service
4
EXPERIENCE. INNOVATION.
Detailed Support Process Ensures We Are in Lockstep with Customer Needs
5
Defined for Each Stage:
• Entry & Exit Outcomes
• Schedule & Activities
• Resources
• Controls & Key Performance Indicators
Mitigate/Implement Go Live Steady State
Customer Lifecycle Management Event
Business Event / Focus Period
Renew
EXPERIENCE. INNOVATION.
CSA Checkpoint Calls Intro. to VTS Unique Terms Proactive Check-In w Functional Users Intro. to VTS Unique Terms
Benchmark Performance Possible Onsite Visit Completion of Punch List Conduct Special Reach
Welcome Email from CSC Mgmt. Welcome Email from VP CRE 1st Invoice Review Quarterly Ops Review Presentation
Intro. to Functional Support Team Functional Probe Areas to Help Additional Performance Benchmarks Executive Check-In
ONE DAY ONE WEEK ONE MONTH ONE QUARTER
6
Go Live Phase
One Day
One Week
One Month
One Quarter
One Customer
4x1 Program Following Onboarding
Initiate
Migrate
Go Live
Steady State
Customer Lifecycle
Mgmt
Steady State
Business Critical
Event
Focus Period
Steady State
Renew
TheVelocity
Customer Experience
The Velocity Customer Experience LifecycleDetailed Activities and Benchmarks at Each Phase
EXPERIENCE. INNOVATION. 7
Customer Note to Velocity Support Team
“Just a note of thanks for the assistance from
Velocity during our crisis in helping us getting
out our payroll last night. They worked with us
until about 10 p.m.”
EXPERIENCE. INNOVATION.
An Exceptional Customer Experience
8
Integrated Team Expertise rapid issue resolution, proactive recommendations
Application-Level Expertise support for your business, not just technology
Dedicated Support Resources readily-accessible advocate for your business needs
Detailed Methods and Processes
accountability, demonstrable results, less risk
Ongoing Knowledge Investments
access to expertise in the latest advancements
Service Transparency assurance for meeting your business demands
EXPERIENCE. INNOVATION. 9
Customer Note to Velocity Support Team
“…THANK YOU. You and the rest of the support
team consistently reinforce that I made the
correct decision to partner with Velocity.”
EXPERIENCE. INNOVATION. 10
For More Information
Attend Velocity’s education sessions at COLLABORATE13:
• Survivor—Disaster Recovery Edition:Wednesday, April 104:15 p.m., Room 403
• Why Business Applications Are Moving to the Cloud:Thursday, April 1111:00 a.m., Room 401
866-638-2779 | Velocity.cc
![Customer Retention [Infographic] Customer Experience](https://img.dokumen.tips/doc/110x75/55b6dceebb61eb0c598b46c8/customer-retention-infographic-customer-experience.jpg)
