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Customer Success

cyberelements by your side

 

Whether you have subscribed to one of our cloud services, or whether you handle deployment and operation of cyberelements’ software products yourself (or with a partner), cyberelements is at your side to deliver value and help you achieve your objectives.

And because the success of our partners contributes to clients’ success, we offer them the same approach (Partner Success).

Helping you achieve your goals

Our Customer Success offer is designed above all to help you achieve your objectives, which are multiple and often connected:

  • Get the solution up and running quickly
  • Accelerate user adoption
  • Quickly become autonomous and master solution deployment
  • Anticipate offering changes and benefit from them as quickly as possible
  • Share with our teams a common understanding of your needs and our offering

The Customer Success offer: ongoing support

cyberelements’ “by your side” customer success offer provides you with ongoing support throughout your use of cyberelements’ software products and cloud services, following the various stages of your projects:

  • “On-boarding” means that you get to know the cyberelements’ teams, quickly get to know and gradually master the services available to help you use the solution.
  • “Engagement” aims to guarantee the preparation of your IT teams, a seamless solution deployment, and a rapid solution adoption by end-users.
  • “Follow-up” means maintaining an ongoing relationship between our teams over the long term, with regular check-ins whose frequency depends on the scale of your project and the various phases of your use.

The “customer success” offer is part of the cyberelements’ support service for every client. It is the basis of cyberelements’ complementary service offerings: support, consulting and assistance, training, and managed services.

The First offer: personalized, proactive assistance

For companies with demanding SLAs, critical technical infrastructures/business challenges, cyberelements offers a managed customer success service called “First”. The “First” offer covers all cyberelements software products and cloud services used in your organization, and complements all other service offers. It provides personalized, proactive support to help you accelerate product adoption, minimize risks and maximize the benefits of product use. The First offer is designed for your most demanding and critical environments or uses at a service level.

The First offer consists of three parts:

  • Relationship governance between you and cyberelements, with a dedicated contact person who proactively supports you and makes suggestions.
  • Increased cooperation between you and cyberelements, with several expert intervention days and the preparation of a plan in the event of a production crisis.
  • cyberelements proactively monitors your solutions and projects, with a monthly support activity report and an annual health check of your solutions and their environments.

What are the advantages of cyberelements' software products and cloud services in day-to-day management?

Greater robustness of the solution in production – and better uptime

Greater efficiency and responsiveness in incident and change management

Reducing risks for critical infrastructures