2. Exceptional Customer Support with a Dedicated
Velocity Team Focused on Your Business
Customer
Relations
Ensures Velocity’s
services meet customers’
business needs
Customer Project
Operations Services
Manages Runs customer
day-to-day lifecycle events
operations and smoothly and
service levels efficiently
EXPERIENCE. INNOVATION. 2
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. 3
4. The Velocity Customer Experience Lifecycle
Customer renews
Service
or updates Velocity
Kick-off
service
Renew Initiate Customer moved
Customer using
to Velocity’s
Velocity service
environment
Steady
Migrate
State
The
Specific actions to
transition smoothly Focus Velocity Go Live
Customer in
Period production on
from business event Customer Velocity service
to steady state
Experience
Business
Steady
Critical
State
Business-impacting Event
Customer Customer using
event, e.g. open Steady
Lifecycle Velocity service
enrollment State Mgmt
Service-changing
Customer using
event, e.g. upgrade,
Velocity service
application addition
EXPERIENCE. INNOVATION. 4
5. Detailed Support Process Ensures We Are
in Lockstep with Customer Needs
Defined for Each Stage: Mitigate/Implement Go Live Steady State
• Entry & Exit Outcomes
• Schedule & Activities
• Resources Customer Lifecycle Business Event /
Renew
• Controls & Key
Management Event Focus Period
Performance Indicators
EXPERIENCE. INNOVATION. 5
6. The Velocity Customer Experience Lifecycle
Detailed Activities and Benchmarks at Each Phase
Renew Initiate
Steady
State
Migrate
4x1 Program
Following Onboarding
The
Focus Velocity Go Live
Period
Customer
Experience One One
Busines
Steady
Day Week
s Critical
State
Event
Steady
Customer One
State
Lifecycle
Mgmt
Customer
One One
Month Quarter
Go Live Phase
ONE DAY ONE WEEK ONE MONTH ONE QUARTER
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
EXPERIENCE. INNOVATION. 6
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. 7
8. An Exceptional Customer Experience
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
accountability, demonstrable results, less risk
and Processes
Ongoing Knowledge
access to expertise in the latest advancements
Investments
Service Transparency assurance for meeting your business demands
EXPERIENCE. INNOVATION. 8
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. 9
10. For More Information
Attend Velocity’s education sessions at COLLABORATE13:
• Survivor—Disaster Recovery Edition:
Wednesday, April 10
4:15 p.m., Room 403
• Why Business Applications Are Moving to the Cloud:
Thursday, April 11
11:00 a.m., Room 401
866-638-2779 | Velocity.cc
EXPERIENCE. INNOVATION. 10
