Skip to main content

Customer Success, Onboarding Hypercare, and QBRs

Introduction​

This new section addresses customer success processes, including onboarding hypercare (intensive support during initial setup) and Quarterly Business Reviews (QBRs). These ensure high customer satisfaction and alignment with platform capabilities. Verbose workflows integrate with the architecture and Sparky for automation, assuming a clean-slate approach.

Key Principles​

  • Customer-Centric: Focus on proactive support to maximize value from XOPS platform.
  • Hypercare: 30-90 day intensive period post-onboarding with dedicated monitoring.
  • QBRs: Structured reviews to discuss performance, feedback, and roadmap.
  • Integration: Use Knowledge Graph for customer data, Cerebro for insights, Sparky for automated support tasks.
  • Metrics: Customer Satisfaction Score (CSAT) > 95%, Onboarding Time < 2 weeks.

Verbose Workflow: Customer Onboarding and Hypercare​

This workflow guides a new customer from sign-up to full operational status, with hypercare to ensure smooth adoption.

  1. Pre-Onboarding Preparation:

    • Customer signs up via Control Center or API.
    • Autonomous Engine provisions tenant: Creates isolated resources in Kubernetes, sets up initial Knowledge Graph node for customer data.
    • Send welcome kit: Automated email with setup guides, API tokens, and integration instructions (e.g., for Microsoft Teams or ServiceNow).

  2. Onboarding Phase (Days 1-14):

    • Kickoff Call: Routed via Platform API to Sidekick app for virtual assistance.
    • Configuration: Customer uses Experience Center to configure integrations. Sparky assists by suggesting optimal settings based on Cerebro analysis of similar tenants.
    • Data Migration/Setup: Import customer data into Knowledge Graph (bronze layer ingestion, silver structuring).
    • Training: Automated tutorials via Operator app, with live chat support triaged by Sparky (L1: FAQ answers; L2: Escalate to human CSM).
    • Testing: Run initial health checks; Sparky monitors for issues and auto-resolves (e.g., adjust permissions if access errors occur).

  3. Hypercare Phase (Days 15-90):

    • Intensive Monitoring: Dedicated dashboards in New Relic for the tenant, with proactive alerts. Cerebro predicts potential issues (e.g., integration failures) using SageMaker models trained on onboarding data.
    • Sparky Support:
      • Triggered by any anomaly (e.g., via Sentry webhook for errors in customer apps).
      • L1: Auto-troubleshoot (e.g., restart failed integrations).
      • L2: Generate and apply config fixes via PR if needed, notifying CSM.
      • L3: Escalate to engineering for custom solutions, pre-filling Jira tickets with diagnostics from Knowledge Graph.
    • Weekly Check-Ins: Automated reports sent to customer, highlighting usage metrics, performance, and suggestions (e.g., "Optimize your Workday app integration for 20% better efficiency").
    • Issue Resolution SLA: Response < 1 hour, resolution < 4 hours during hypercare.
    • Feedback Loops: Collect input via surveys; feed into Cerebro for platform improvements.

  4. Transition to Standard Support:

    • At day 90, review hypercare outcomes in a handover meeting.
    • Enable self-service features in Control Center, with ongoing proactive notifications (e.g., for expiring tokens).
    • Update Knowledge Graph with onboarding learnings for future customers.

  5. Post-Onboarding Review:

    • Automated report: Includes metrics like adoption rate, issue count, and CSAT.
    • If issues persist, extend hypercare.

Verbose Workflow: Quarterly Business Reviews (QBRs)​

QBRs are structured meetings to review performance, gather feedback, and plan ahead, held every 90 days post-onboarding.

  1. Preparation (Week Before QBR):

    • Cerebro aggregates data: Usage stats from Knowledge Graph, performance metrics from New Relic, incident history from Jira.
    • Sparky generates draft agenda and insights (e.g., "Customer utilization at 75%; recommend enabling advanced features").
    • Send pre-QBR survey to customer for feedback.

  2. QBR Meeting:

    • Format: Virtual via Teams integration, recorded for Knowledge Graph archival.
    • Agenda Sections:
      • Performance Review: Discuss SLOs, availability (99.99%), and custom dashboards.
      • Issue Recap: Review resolved incidents, proactive resolutions by Sparky.
      • Feedback and Improvements: Customer input; Sparky suggests automations based on feedback.
      • Roadmap Alignment: Share upcoming features (e.g., new chaos engineering tests) and how they benefit the customer.
      • Action Items: Assign tasks, tracked in Jira.
    • Sparky Role: Real-time assistance during meeting (e.g., query Knowledge Graph for data on-the-fly).

  3. Post-QBR Follow-Up:

    • Send summary report with action items.
    • Sparky monitors progress on actions, auto-escalating if deadlines missed.
    • Update customer profile in Knowledge Graph with QBR outcomes for personalized future interactions.

  4. Metrics and Continuous Improvement:

    • Track QBR effectiveness: Follow-through rate on actions > 90%.
    • Annual review of all QBRs to refine processes.

Tools and Integrations​

  • Customer Tools: Control Center for self-service, Sidekick for support.
  • Internal Tools: Jira for tracking, PagerDuty for escalations, GitHub for PRs.
  • AI: Cerebro for insights, Sparky for automation.
  • Ecosystem: Integrations with customer tools (e.g., PowerBI for custom reports).

Examples​

  • Onboarding Issue: During hypercare, Sparky detects a misconfigured Okta app and auto-fixes via PR.
  • QBR Insight: Cerebro identifies underused features, leading to targeted training in the review.

This ensures customers achieve maximum value, reducing churn and enhancing satisfaction.