With technology, the days of locking customers in for life with contracts and technological barriers—like traditional enterprise sales—are over. Instead, customers hold the power. Tech businesses that can manage SaaS (Software as a Service) conversations better are able to grow organisations faster and require less capital. Centrax Systems provides the insight, organization, and team necessary to have the most productive, meaningful, and successful SaaS implementation and migration services.
A customer success solution:
A three phased approach was taken. Migration, Automation, and Training.
Migration
We analysed the current system where a detailed data dictionary, business rules, high level source-to-target mapping specifications, conceptual and logical data models were developed. Our Technical Team carefully studied a detailed source-to-target data mapping and conversion design. Specifications were developed, environments including staging area were modelled, data quality strategy was examined and planned. Results produced by these conversion processes and programs were then tested at several levels to identify problems as well as to ensure accuracy and completeness of the conversion process. That involved evaluating different implementation approaches, defining, and planning the conversion cutover process, and establishing the data process that was used to facilitate implementation. Due to Zoho Desk's array of supported file formats allowed for a seamless migration. This highlighted the client's data security in terms of user roles, profiles, and field levels. During and post the migration process, record ownership was controlled through the entire process through permission access controls.
Automation
A requirement to configure web settings, multi-channel support, and ticket status reports.
The typical workflow rule consisted of the following four elements:
Training
Centrax System's teaching methodology included a composition of classroom-based slide presentations, practical learning tasks accessible from a laptop, desktop, and cell as well as material dissemination. This ensured that the client and it's employees had a holistic understanding of the Zoho Desk as well as practical experience and material dissemination for future reference.
Better customer experience begins with aligning all our teams and making sure they keep customers at the center of whatever they do. Centrax teams glean a wealth of valuable feedback from customers, when they combine that information with the customer health data, they grow and retain customers at an exponential rate. Customer Success provides a mechanism for not only creating this growth, but capitalizing on them.