Certinia Customer Success Cloud extends the value of Professional Services Cloud to drive a unified customer experience
Raju Malhotra is Chief Product and Technology Officer at Certinia. His focus is to shape the company’s product vision, drive the technology roadmap, and ensure exceptional user experiences across the vast customer base. Read his blog here on what Certinia Customer Success Cloud will deliver to the market.
Consider this: according to the World Bank, services has emerged as the largest and highest-growing segment of the global economy, currently accounting for 66% of global GDP and exceeding industry and agriculture combined. Driven in large part by the shift toward recurring revenue models, this services surge makes winning customer loyalty at every touchpoint — and maximizing subscription value over time — an imperative. Customer success needs to be a company-wide commitment. It cannot be the sole responsibility of any one function (yes, even Customer Success organizations). Today, every function plays a vital role in forming enduring relationships with customers.
That’s why today we’re excited to announce the general availability of Certinia Customer Success (CS) Cloud. With the combined power of CS Cloud and Certinia’s industry-leading Professional Services (PS) Cloud solutions, both built natively on the Salesforce platform, you can now orchestrate success across the entire customer lifecycle to boost customer satisfaction and maximize profits through a unified engagement with customers.
One Platform. One Team. One Value Journey.
Sales, Professional Services, Customer Success and Support functions are seeking a new approach to maximize value across the entire customer journey — one that shifts away from disjointed, transactional hand-offs to a more unified view that builds long-term relationships.
Native to Salesforce, Certinia delivers this complete visibility on a single platform from opportunity through to renewal and expansion. When a customer moves through each of the phases of their journey, new information about them is collected and housed in the customer account as a single source of truth.
As the customer account becomes the catalyst for teamwork across your organization’s functional silos, the result is full visibility, stronger collaboration, and faster time-to-value. CS Cloud works together with PS Cloud to rally the entire organization around key metrics like revenue streams, resource demand, and capacity. The power of this visibility is what converts the customer journey into a true value journey to support the success of both the organization and its customers.
Learn how
Advanced Capabilities of CS Cloud
CS Cloud is designed to help you make customer success a shared mission across your entire organization. Core capabilities include:
Monitor Customer Success Performance: CS Cloud equips Customer Success Managers (CSMs) with a powerful dashboard powered by embedded analytics to track playbook usage and effectiveness. The CSM workspace provides a focused view of key account information, including a calendar and task grid to manage critical dates and deliverables. Tailored account views offer essential insights into opportunities and cases, ensuring your CSMs and the rest of your organization have everything they need to drive success.
Manage Success Plans & Value Objectives: With CS Cloud, you can create and manage success plans aligned with customer business needs. Using customizable templates or automated flows, CSMs can track progress in the Success Tracker UI, record notes, and monitor account history in the Activity Tracker. This proactive approach ensures milestones are met and value is delivered.
Streamline Playbook Management: CS Cloud can help you create, manage, and execute playbooks that drive ideal customer outcomes. The solution offers a dedicated UI for managing playbook tasks and includes a best practice catalog, enabling teams to replicate successful strategies across accounts.
Optimize Resource Management: Now you can assign resources to playbook tasks, designate owners for success plans, and request specialists via the PS Cloud Connector. Team management features also enable the reuse of resource configurations across multiple playbooks, enhancing efficiency.
Collaborate with Customers Seamlessly: With Experience Cloud sites, customers can be assigned playbook tasks and work alongside your team to achieve shared goals, aligning everyone on key deliverables.
Leverage the Power of Salesforce: Native to the Salesforce platform, CS Cloud automates the creation of playbooks and tasks based on triggered events, ensuring your organization receives real-time notifications for new assignments and can act swiftly to drive customer success.
Leading Organizations Benefit from a Unified Customer Experience
We’re fortunate to work with the world’s top service delivery organizations. Our approach to customer success is shaped by these partnerships, and the success of early adopters including Salesforce, Diabsolut, and our own Customer Success organization validate the value CS Cloud can quickly deliver to organizations.
“Every customer success solution has a connector to Salesforce, but Certinia’s Customer Success Cloud is the only one natively built on Salesforce. This solution is ideal for our team because it allows us to leverage our existing integrations and investments in Salesforce, along with Marketing Cloud for notifications, Einstein for AI, Slack for collaboration, and Data Cloud to ensure our Customer Success Managers know everything they should about their accounts.”
— Jim Roth, President, Customer Success at Salesforce
“Our biggest challenges were intimately tied together and focused on information management around our customer journey. We needed to build a consistent process and have a single source of truth around everything customer-related. Customer Success Cloud has allowed us to build out playbooks focused on having best practice-driven processes, including templates and guides for our CSM team, an automated snapshot of our account health through the customer scorecard, and the ability to tie our PSA implementation to our customer scorecard. We now have everything about the project—status, billability, and invoicing—available at a glance, so whether planning conversations with clients or dealing with potential escalations, we’re able to be much more nimble.”
— Naeem Khalid, Vice President of Customer Success at Diabsolut
“By combining the strengths of Professional Services Cloud and Customer Success Cloud, we can achieve a new level of customer success with a comprehensive view of the customer journey. With CS Cloud, we anticipate gaining deeper customer insights, enhancing our orchestration of best practices across the organization, and ultimately creating an exceptional experience for our customers.”
— Kim McCullough, Lead IT Business Partner, North America, Philips
“In my role at Certinia, I’m responsible for managing outcomes for our customers across a variety of industries. Success looks different for each of these clients. Ensuring that they all meet their objectives is a challenge requiring prioritization, active engagement, and visibility into relationships from start to finish. Leveraging Certinia CS Cloud has transformed the process. With CS Cloud, we have teams across multiple functions — from support to professional services to finance to sales — collaborating on customer services activities together, end-to-end. This has driven predictable customer outcomes and ultimately enabled us to achieve a stronger customer-centric company culture.”
— Todd Kisaberth, Chief Customer Officer at Certinia
Certinia has long been a leader in Professional Services, known for our best-in-class solutions to help our customers drive operational efficiencies, durable profitability and, ultimately, customer satisfaction and retention. CS Cloud is another way we are extending our value to help ensure that each of your customer interactions contributes to your organization’s sustained growth and success.
One platform. One team. One value journey.
Ready to transform your approach to customer success with CS Cloud? Get started today.
