Customer Onboarding: Journey to Success

The Journey to Success phase of onboarding is where we monitor the solution and provide you with detailed analysis, reporting, and recommendations to ensure the solution exceeds your expectations. (watch video)

At this phase of the project, the SearchUnify solution has been live in Production for a period of time, you've been trained on how to administer, configure, and run reports, and you've submitted any issues or questions via the Community site at community.searchunify.com.

Customer Success Manager (CSM)
Your designated Customer Success Manager (CSM) takes over and becomes your primary point of contact. 

Validation or Success

We let the solution run for a period of time and analyze the results and measure for success.  Your dedicated Customer Success Manager (CSM) will reach out to you and your team to validate the success of the SearchUnify solution.

The CSM will share metrics on your solution and provide better insights into the data. 

These reviews can be Quarterly Business Reviews (QBRs), or Executive Business Reviews (EBRs), done throughout the year or whenever needed.

They also will provide action items (if necessary) to improve the overall results and experience.

It's important to attend these reviews so we can convey the success of the solution and identify any areas for improvement.

Upgrades

One thing to note, SearchUnify does at least 3 major releases each year. Many of these upgrades contain enhancements and improvements that should further improve your success.

Therefore, we encourage all customers to upgrade to the latest release to take advantage of these enhancements and to keep your system running smoothly and efficiently.

Your Customer Success Manager will reach out to identify any new or improved features for your solution and help schedule these upgrades.  Upgrades are much simpler to implement and there is less need for customer interaction.

Additional Applications

Lastly, the Customer Success Manager may recommend additional applications or add-ons that would further improve the solution for you and your customers.  They will reach out and set up demonstrations and discuss the opportunity for a trial run or proof of concept.

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The previous phase of Customer Onboarding is the Go Live phase. We encourage you to continue and review the Go Live phase in detail.

Links to Onboarding Articles:
Customer Onboarding (article)
Implementation (article)
Kickoff (article)
Go Live (article)