Right90 Customer Success Program Program Description & WOW Support Programs.

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Presentation transcript:

Right90 Customer Success Program Program Description & WOW Support Programs

Right90 Virtual User Conference – Q © 2011 Right90, Inc. All right reserved. 2 Introductions & Program Overview:05 Min Success Status & Key Factors:15 Min Success Plan Development:05 Min Key Right90 Updates:04 Min Close & Summary:01 Min Agenda Typical Call Length is 30 Minutes

Right90 Virtual User Conference – Q © 2011 Right90, Inc. All right reserved % Customer Success Our belief is that Right90 can only grow on a foundation of highly successful customers We have as a result made a strategic decision to focus our investment and energy on our existing customer base This is a radically different approach than that used by most software companies, but one which we believe in passionately Our goal is 100% customer success, and the manner we intend to achieve it is through the Customer Success Program

Right90 Virtual User Conference – Q © 2011 Right90, Inc. All right reserved. 4 Customer Success Program Right90 CEO Call With Customer Exec Sponsor (Every 6 Months) Successful? NO Discuss Key Issues Discuss Improvement Opportunities Create Success Action Plan Work on Success Action Plan YES

Right90 Virtual User Conference – Q © 2011 Right90, Inc. All right reserved. 5 ✔ ✔ WOW Support Program Summary Customer Success Program StandardGoldPlatinum ✔✔✔ Participation in Customer Success Program ✔✔✔ Participation in Quarterly Virtual Customer Conferences ✔✔✔ Access to Patch and Update Product Releases ✔✔✔ Eligibility For Customer Product Promotions 1x2x4x Feature Request Priority Weighting Product Releases, Promotions, & Enhancements 1020Unlimited Web-Based Tickets per Year 1x2x4x Case Priority Weighting for Non-Critical Issues Customer Support & Issue Resolution ✔ VIP Phone Support 2410 Number of Customer Individuals That Can Contact Support 8 hours 1 hour Guaranteed Response Time for Severity 1 Issues Additional Right90 Plans Customer WOW Business Hrs Central Time 5 days/wk 24/7 for Sev 1 Support Hours Free API Access ✔ 210 Advanced Triage Recovery Business Reorganization Support Actuals Loading Plan Custom Health Checks Usage Reporting Enhanced ✔✔ 1 / Year 4 / Year