Today’s Relationship Delivery Work Centers (RDWC) providing managed Customer Success (CS) service need to have latest and detailed information about their customers’ key products, their delivery performance attributes and targets to provide proactive alerts whenever their buyers and subscribers need special care and special attention or are about to churn. This performance information can range from one or more customers, buyers, subscribers with a deteriorating health across product lines and service offerings. This information can also be an opportunity to up-tell, up-sell, cross-sell which will help with customer retention, customer satisfaction and thereby revenue growth.
At NīVRT, our mission is to provide “Customer Success out-of-the-box for small-mid size cloud services companies (aka SaaS) and for them to retain customers and grow revenue by providing solid foundation for Customer Success with governance, operational, execution blueprint and advanced technologies.” And, to retain customers and avoid churn – if you are not proactive & early, then you are late. Therefore, Early Warning Systems (EWS) is a key component of Customer Success relationship delivery functions and provide detectable signs of when risks are low and where actions can be taken soon to mitigate risks and prevent them from becoming dangerous and can severely affect Customer Success. With EWS, customer success teams can use low to high level customer data to detect meaningful customer events and thereby paying attention to Customer Success.
NiVRT Solution Approach
NiVRT is conceptualizing and building capability for “Early Warning System” (EWS), as part its CcaaS platform journey design and implementation.
To start building an early customer warning system, NiVRT will create a consistent and comprehensive system to track customer health scores across varied behavior, business and technology parameters, help build customer success plans, CSM engagement and journey plans, and provide executive insights. NiVRT is incubating this solution approach working with partners as part of its turnkey-outsourced Managed Service called EXPERIENCESUCCESS.
NiVRT will operate EXPERIENCESUCCESS service with the EWS capability for all its customers and their buyers and subscribers leveraging its foundation of – “Customer Success out-of-the-box”.
EWS will be a key capability to stay proactive – with always real-time information and thorough familiarity with the ecosystem of products, its feature sets, and services, its implementations, its usage, etc. to provide robust relationship driven sensors, readout, outcomes for Product companies and their buyers and subscribers.
EWS solution architecture will be well Connected with product companies’ attributes like detailed product definitions, services definitions, its feature sets (current and future), its subscribers and buyers and more.
- This will enable NiVRT to provide fast, best experience and success for its customers. This attribute gathering, decision making, and information sharing will be auto provisioned to unlock needed data, discover insights where there are risks, empower CcaaS users & CSMs, and enable quick actions.
Multi-tenancy will be a must have feature in EWS solution architecture where a single instance of cloud service or software runs to serve multiple tenants.
- Each tenant needs to have its customer, their subscriber, their buyer data, and that data is to be isolated from other tenants.
- With instant activation for each tenant, we will be able to gain 360-degree view of multiple customer touchpoints across behaviors, business, technology with near real-time and also historical data points and trends.
- The multi-tenant architecture will help EXPERIENCESUCCESS service run by NiVRT to provide better ROI for organizations, as well as accelerate the pace of maintenance and updates for tenants.
- Single Sign On, High Availability, Elastic Infrastructure, Data Security, Application Security remain underlying attributes of multi-tenancy.
EWS solution architecture will be Intelligent-Self-learning, self-maintaining across attributes from the product companies and their subscribers and buyers. This solution-capability will be based on AI strengths.
- It will enable speech, text and behavior analysis across voice, video, text conversations for 360 degrees understanding, transcriptions and more.
- It will enable automatic workflow and steps and action tracking to achieve needed goals esp. for critical actions based on understanding, feedback, and crisis situations. This will help excel in customer experience, close 100% of detractor feedback and plot positive trends across NPS, CES, CSAT measurements and help coach the field and CSMs.
- It will enable agility and efficiency to close on critical asks and feedbacks of the customer across many channels
- For example – Over the past few years, telehealth took the market by storm since global pandemic, and it will continue to shape the healthcare industry. While telehealth provide convenience to receive medical care, there are areas for improvement to increase the company’s health. NīVRT EWS built upon Customer Success framework will help healthcare cloud service companies retain customers and increase satisfaction through automated Customer Success alert reports. We believe these alerts are crucial to monitor the health of your company anywhere and anytime.
Next Steps
NiVRT team is currently working with educational institutes to arrive at comprehensive architecture based on AI and advanced technologies related to EWS and previously published KYB capability.
