Cloud9 Client Care Packages = Success for you
Something our clients often say that is invaluable to them is the extensive Client Success Care Packages that Cloud9 Insight offer. Here we tell you what our Client Success Packages offer you and how you can benefit from unsurpassed levels of post project and after sales support from our in-house specialist consultants.
The journey does not finish when your Dynamics 365 project goes live, in fact you could say it has only just begun. Your users are beginning to get a handle on a new system to manage their processes and as with any shiny new toy, its likely you’ll have many more ideas of what you can do with it, once its up and running.
In light of this clients often wish to make small changes or tweaks as they go, and the Client Success Care Package helps them do just
that, without requesting further budget to be approved. Maybe you have found some minor changes that you would love to have, such as new fields or minor changes to processes that are not quite right. This is where a well designed post-project client success package can make all the difference to stakeholders’ delight and engagement – or apathy.
This is where we can step in, the Cloud9 team have designed a set comprehensive post-project Client Success Care Packages that will ensure you have access to experienced consultants beyond your project, giving you peace of mind and ad hoc support as required.
We have three levels of Client Care Success packages :
Core
Enhanced
Premium
What is included in our CORE Client Success Care Package?
UNLIMITED AD HOC TRAINING: this is a unique offering in the market, giving you access to our experienced support and training teams when ever you need it.
UNLIMITED BREAK FIX SUPPORT: If you have a problem with your Dynamics 365 system, we provide on the spot advice and help to ensure any downtime in your system is minimised
3 CONFIGURATION CHANGES A MONTH: As standard - three 30 minute configuration requests. If outside the remit of a 30 minute consultation we can escalate this to a formal change request.
EASILY CONTACTABLE: You can contact us via phone, email, and your very own online portal which provides self-service updates and knowledge base articles.
3-hr REMOTE ANNUAL OPTIMISATION REVIEW - Provide ongoing Strategic optimisation through an annual review and support in rolling out new features and wave releases.
FREE ACCESS to Cloud9's Client Success Portal including our in-depth Knowledge Base learning articles
And all of this with a truly unbeatable notice period: no long contracts
Our mission is level the playing field between huge corporates and SMBs - so we understand long contracts tie you down. You can give us just 30 days notice if you feel you no longer need our support system, with the option to sign up again whenever you need to. No one else offers such flexibility.
Enhanced Client Success Care Packages
Everything you get in the CORE Package but for those implementations which are more mature and complex there are enhanced levels of client care available:
• Usual break-fix support.
• Up to 2 x 30-minute training sessions a month for each add-on.
| Marketing | Marketing automation (Click Dimensions or D365 Customer Insights/Marketing), Power MailChimp |
| Add-ons | Independent Software Vendor (ISV) Solutions e.g. DCP, DocuSign, Redware connector, Adobe eSign. |
| Integration | Integration with third party solutions using Custom integration, Logic Apps, Scribe, eOne, Power Automate Cloud Flows (for Integration). Each Integration is charged separately and should be specified below |
| Power Apps & Power Pages Portals | Canvas Apps, Power Pages Portal |
| Project Lite & Field Service Modules | Support of Project Lite and Field Service Modules |
| Additional Configuration Bundle | Up to 10 Minor configuration changes per month. |
Premium Client Success Care Packages
Delivering ongoing optimisations to your CRM solution will ensure you achieve the highest ROI.
Therefore, the most successful clients budget for a set number of consultancy hours which can
deliver any requirements/changes that are excluded from Core Support (see inclusions and
exclusions).
Discretionary, Premium Support is purchased at a discounted hourly rate (a saving of
15% on RRP) as a Premium Client Success Care Package customer as below.
We recommend the below number of hours based on your user numbers.
What are the benefits
In purchasing Premium Support, you will have a bank of time available to use immediately.
Eliminate the need to seek further budget and approvals.
Clients with Premium Support are able to accelerate the implementation of enhancements.
Achieve maturity of adoption, ROI, and use of their solutions - faster and more effectively.
The monthly time purchased will be rolled over and be available for up to 6 months.
| 1 hour | 3.5 hours | 7 hours | 10.5 hours | 14 hours | 21 hours |
Extended Services Packages
Following client feedback, we have also developed a series of extended services for those bigger projects which cover a whole host of complementary solutions such as break-fix support as well as comprehensive training modules. Click the button to find out more about this.
Hear from our customers
"The Client Services Team here at Vero regularly reach out to Client Success at Cloud9 Insight for ongoing support. Their team is responsive and always eager to swiftly resolve any queries we may have. They're continually friendly, helpful and insightful. We always feel heard and attended ton!"
Aga Szulbinska
Client Services Manager
Vero Screenings
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