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Certinia Customer Success Cloud

Automate and operationalize customer success, natively on Salesforce

Overview

Certinia helps you orchestrate customer success best-practices across the entire enterprise. Break down silos and connect the entire customer journey, from opportunity to renewal. Drive predictable outcomes for your customers & for your business.

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See How Certinia Customer Success Cloud Works

  • PROVIDE ONE VALUE JOURNEY WITH ONE VOICE Capture customer value objectives at the opportunity phase and carry through (and update) those objectives at every phase of the customer journey (implementation, adoption, expansion, renewal).

  • MONITOR CUSTOMER SUCCESS PERFORMANCE Equips Customer Success Managers (CSMs) with a powerful dashboard powered by embedded analytics to track playbook usage and effectiveness.

  • MANAGE SUCCESS PLANS & VALUE OBJECTIVES Create and manage success plans aligned with customers’ business needs. Using customizable templates or automated flows, CSMs can track progress in the Success Tracker UI, record notes, and monitor account history.

  • RESOURCE SELECTION Select resources based on role, capacity, skills, and experience to expose customers to most suitable resources while reducing cost-to-serve, particularly in a pooled team environment.

  • STREAMLINED PLAYBOOK MANAGEMENT Create, manage, and execute playbooks that drive ideal customer outcomes. Get a dedicated UI for managing playbook tasks including a best practice catalog, enabling teams to replicate successful strategies across accounts.

  • OPTIMIZED RESOURCE MANAGEMENT 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.

  • CUSTOMER COLLABORATION 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.

MEET CERTINIA CUSTOMER SUCCESS CLOUD Orchestrate customer success across your enterprise with this powerful digital solution. COLLABORATE ACROSS THE ENTERPRISE Empower your teams—from Sales, Service, Success and Support—to collaborate on customer success activities and drive predictable outcomes. GATHER CUSTOMER INTELLIGENCE Gain a 360° view of customer engagement and unlock actionable insights for future planning. Understand key metrics like revenue, costs, and customer lifetime value. OPERATIONALIZE BEST PRACTICES Standardize and optimize customer success with a simple, repeatable approach. Continuously refine best practices based on unique customer journeys. LEVERAGE A SIMPLE DASHBOARD Codify customer journeys and optimize success with an easy-to-use digital dashboard. Bring CS teams onto Salesforce for seamless management. COORDINATE ACTION Transform insights into action. Pair every piece of customer intelligence with the right stakeholders to enhance the CX. AVOID “HEROIC ACTS OF ACCOUNT MANAGEMENT” Manage the entire customer lifecycle & identify risks early to avoid "heroic" interventions.

Categories

Business Needs
Customer Service
Analytics
Enterprise Resource Planning
Industries
High Tech
Professional Services
Personas
Business User
Consultant
Service Agent / Supervisor
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Managed Package

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