Automate Success; Enhance Customer Delight – all with VorkFlow
Business process management (BPM) is a holistic approach that organizations can adopt to make improvements across multiple business processes. The focus of BPM is to make improvements across the organization rather than a specific area. When BPM is leveraged in any organization there is strong evidence that indicate that operational efficiency is significantly improved and processes are aligned with the overall business objectives. BPM internally is a series of workflow automation processes, that can talk and share information across each other. By implementing BPM tool set for your Customer Success(CS) operations, one can aim to provide a better customer experience.
One of the biggest challenges a CS organization could be facing is having your CSM navigate the fragmented tool sets, just to understand the lifecycle of your customer(s). The CS industry also lacks purpose built tools for CSMs, which is a major hindrance to growth. While emerging vendors like Gainsight do a decent job, in coalescing the data, it lacks adapters for all tools in play. This is where the integration-centric nature of a BPM tool, like VorkFlow, can be the difference between a customer expansion and a customer churn.
Here are some advantages that can be realized by implementing a solution like VorkFlow.
- Streamlining Processes and Improving Efficiency: VorkFlow identifies and optimizes processes, leading to faster resolution of customer issues, quicker onboarding, and better overall customer experience.
- Reducing Costs: By eliminating redundancies and inefficiencies, VorkFlow helps reduce operational costs, freeing up resources to focus on customer success initiatives.
- Enhancing Customer Satisfaction: VorkFlow ensures consistent and high-quality interactions, leading to increased customer satisfaction and loyalty.
- Improving Customer Retention: VorkFlow helps organizations understand customer needs and expectations, allowing them to tailor their processes and interactions to meet those needs, leading to better customer retention.
- Facilitating Collaboration: VorkFlow promotes collaboration between different departments, ensuring that all teams are working towards the same goals and providing a unified customer experience.
- Compliance and Risk Management: VorkFlow helps organizations ensure compliance with industry regulations and standards, reducing the risk of legal issues and maintaining customer trust.
Whether you’re scaling up or optimizing existing processes, VorkFlow can simplify and accelerate several of the CS use-cases as outlined below.
01
Customer Onboarding
Onboarding a customer effectively is critical to expediting time to value; it might also be THE factor in the customer renewing down the line.
In addition, VorkFlow can peek and pull data from multiple systems, as and when signals become available. We can trigger the right workflow to determine product activation. Or trigger a different workflow to enable the Trail-to-Paid conversion (for example).
02
Product Usage
Product usage data can reveal both the beauty and the beast. Usage data helps us understand certain milestones, that can in turn kick off activities to manage customer experience.
VorkFlow can read usage data direct from your telemetry systems, or from a central warehouse, and help CSMs be more prescriptive in their approach. For instance, VorkFlow can suggest when to re-activate a customer, upsell them, or escalate to engineering about product issues.
03
Customer Engagement
Sustained customer engagement is the true engine of success. This could look like seamlessly communications, at key moments, offering timely assistance when customers face hurdles, anticipating needs before they arise, and delivering personalized recommendations to empower their journey.
VorkFlow can help with behavior-based triggers, personalized recommendations, automated surveys etc.
04
Customer Dossier
Preparing executives, for their impending client visits, with everything about the customer is a no-brainer. This entails providing your executives with a summary of each client, similar to a Balanced Scorecard.
With its powerful integration capabilities, VorkFlow can weaponize your organization with Customer data. Our solution can leverage any and all bread crumbs about how the customer feels and what the customer thinks. We can then package this information to create a dynamic narrative around the state of customer health.
05
Renewal or Upsell Management
Renewals can make or break customer relationships. Traditional methods often lead to churn. What if your organized did personalized campaigns, smart upsells, and data-driven negotiations.
VorkFlow turns renewals into win-win situations, boosting loyalty and revenue. We could help you build a predictive churn model, so you can be proactive in retaining at-risk population. We can generate dynamic offers, based on usage patterns, and automate contract generation and negotiation workflows, saving time and ensuring seamless transitions.
06
Customer Health Scoring
One way to help build a customer relationship is by implementing a survey after a sale, like an NPS survey. When you do this, you make your customers feel valued and invested in your brand. The process of completing a survey should not be too long or tedious to ensure customer satisfaction.
VorkFlow can easily prepare a survey app, customized to your needs. We can then build intelligence into your app around Whom, When & How. Finally, the app can collect the survey responses, analyze and adjust the customer health scoring accordingly.
BPM for CS is the process of building automations to improve customer success workflows, and to centralize data from other GTM tools in the enterprise. These automation’s can be applied to any stage of the customer life-cycle, from onboarding clients to managing renewals and expansions. Using CS automation, your CSM specialists can uncover actionable insights they need at the right time, which allows them to deliver more value to customers and, ultimately improve Net Dollar Retention (NDR). If you are just starting your journey with CS, our low-code workflow automation platform VorkFlow, can help roll out a purpose built CS workflow within days. If you already have an established CS platforms (like Gainsight), but rapidly changing business models like product led growth (“PLG”) go-to-market motions are making it harder for legacy customer success practices to keep up, VorkFlow can help bridge the gap until your legacy system catches up.
Solidify your Customer Success ecosystem
with VorkFlow.
We’re a full-service BPM company, that prides itself for delivering business outcomes at business speed. What use-case sounds appealing to you?.