The Customer Success Journey

DataBank’s coveted Customer Success Program is targeted for your short and long term success. When you make the decision to partner with DataBank, we embark on a journey to take your business to the next level now and for years to come. We take great pride in the fact that we are the trusted advisor for our customers both new and long term for over 25 years.

Over the next few years, many activities will take place in order to prepare, launch, maintain, and extract the maximum value from your investment. The Customer Success Program will guide you through it all, with DataBank always by your side. From departmental implementations to scaling the solution throughout the enterprise, begin your customer success journey with DataBank.

Monitoring:- Disaster Recovery Procedure Drill- Key Contact Updates- IT Environment Updates- Lower-Environment Refresh

Planning:- Incident Review- Roadmap- Staff Development

Solution- Solution Engagements- Onboarding- Support Transitions

Ongoing

Monitoring:Infrastructure Assessment

3 Years1 Year

Solution:Existing Solution Optimization

90 Days - 2 Years

Solution:System Upgrade

Monitoring:- Database Health Check- Customization Assessments

2 Years

Planning:Event Attendance

Bi-Annual

Planning:- Briefings- Executive Business Review

Quarterly

Ongoing

Solution:Solution Engagements - Specific projects/engagements with a scope of work.

Onboarding - Onboarding end-user community, relative to a new engagement.

Support Transitions - Offboarding engagement, ensuring Tech Support team prepared to engage.

QuarterlyPlanning:Executive Business Review - See EBR Agenda. Routine cadence to ensure Success Program intact.

Briefings - Linked to EBR. Technical and Executive level content aimed at ongoing education/trends.

Bi-Annual

Planning:Event Attendance - Education of Internal Stakeholders.

1 Year

Planning:Incident Review - Linked to EBR. Review of submitted Technical Support cases, identify trends and stabilization opportunities.

Roadmap - Future deployment planning, alignment of new solutions to business objectives.

Staff Development - Charting course for education of Internal Stakeholders, based on defined roadmap.

Monitoring:Disaster Recovery Procedure Drill - Ensure DR capabilities are functioning as expected.

Key Contact Updates - Refresh DataBank records of key stakeholders in client organization.

IT Environment Updates - Refresh DataBank records of infrastructure/environment updates.

Lower-Environment Refresh - Replace any non-production, non-DR instances to ensure mirrors of production.

90 Days - 2 Years

Solution:Existing Solution Optimization - Review of prior deployments to ensure still meeting business objectives.

2 Years

Solution:System Upgrade - Upgrade to the latest version of platform.

Monitoring:Database Health Check - Assessment monitoring issues and best practices for Database setup.

Customization Assessments - Assessment reviewing any customized solution components, goal of replacing with native software features.

3 Years

Monitoring:Infrastructure Assessment - Assessment reviewing infrastructure and best practices related to IT environment.

Terms