Velocity Customer Experience
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The document describes Velocity's customer experience, which includes a dedicated team that ensures Velocity's services meet customer needs throughout the lifecycle. It provides concise support through defined processes at each stage. Customers praise the responsiveness of Velocity's support advocates and their assistance in resolving issues.
Velocity Customer Experience
- 1. The Velocity Customer Experience Velocity Technology Solutions ©2013 Velocity Technology Solutions, Inc. EXPERIENCE. INNOVATION.
- 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