Last year, Services-as-a-Business provider Certinia launched Customer Success (CS) Cloud. Combining the power and scalability of this new platform with the brand’s already cutting-edge Professional Services (PS) solutions represents a huge step forward in customer success management. Built natively on the Salesforce platform, these complementary solutions give you unprecedented control over and insights into the customer journey.
What Is CS Cloud?
Anything that happens after a sale has a direct impact on consumer loyalty, repeat purchase trends, and business success. Therefore, CS Cloud is designed to be a unified application that proactively empowers customer success teams to manage every stage of the post-sale lifecycle.
The platform brings together real-time data from the following sources:
- Delivery
- Finance
- Customer relationship teams
By unifying the information you attain, CS Cloud enables you to make smarter decisions, resulting in higher renewal rates, faster onboarding, and accurate customer health tracking.
Why CS Cloud Matters for Service Organizations
Whether you need to know if a customer is in danger of canceling their service or want to address a concerning attrition trend before it damages your bottom line, you can do all that and more with CS Cloud.
The platform tears down long-standing data silos between delivery, support, and success teams, giving way to a more consistent customer experience and making missed renewal opportunities a thing of the past.
In particular, CS Cloud breaks down data silos by providing customer success teams with access to the following:
- Real-time customer health scoring
- Intelligent onboarding tools
- Proactive alerts and workflows
- Unified dashboards
CS Cloud also includes automation capabilities to eliminate friction from the consumer journey and deliver better experiences. By unlocking real-time visibility, you can improve your upselling and customer retention.
Key Benefits
Investing in Certinia CS Cloud can give your business a competitive edge in the following ways:
- Improve Customer Retention: Identify at-risk accounts early and take action
- Drive More Revenue: Spot upsell and cross-sell opportunities with unified data
- Accelerate Onboarding: Standardize playbooks and monitor progress
- Measure Everything: Leverage reporting and analytics to refine your approach
With its new platform, Certinia strives to eliminate guesswork in customer success management. You can analyze granular insights or the big picture, and customizable reporting features allow you to analyze what works, determine what doesn’t, and build better experiences.
Built for the Salesforce Ecosystem
Perhaps one of CS Cloud’s most significant advantages is that it is 100% native to Salesforce. As such, your customer success teams can work within the same platform as those in sales, marketing, and service. That bears improved collaboration, data sharing, and decision-making, allowing you to do the following as a result:
- Eliminate the need for fragmented tools
- Align departments on shared KPIs
- Track the customer lifecycle without switching teams
While each team member will retain their primary roles, they will also have an understanding of the entire customer journey. They can then use that insight to facilitate better handoffs between departments and remove any friction that could lead to churn.
The Future of Customer Success
CS Cloud marks a giant leap forward in how companies approach the customer journey. Instead of merely reacting to issues, organizations can now proactively manage outcomes and drive more predictable revenue.
The key to staying ahead of the curve is adopting cutting-edge tools like Certinia early and choosing a reputable deployment partner, such as Singularity Consulting, that will streamline your implementation journey and deliver both a strong ROI and condensed time to value.
Ready to Move to CS Cloud?
At Singularity Consulting, we help businesses implement Certinia solutions, including the new CS Cloud. Our team will be with you from the start and provide post-deployment support to deliver a strong ROI.
Contact us today to learn more about how you can achieve more with the power of CS Cloud and the expertise of Singularity Consulting.
