Customer Journey & POC mentioned in a clients brand

Adding a feature to our internal settings that allows us to track where each client is in their customer journey and identify their POC would help streamline our support processes!

Details:

• Within the internal settings of each client's brands, can a field be included to specify their current stage in the customer journey? This could include stages like onboarding, studio, etc.

• Can a banner be added that only internal users can see that references this information. "ie: Status: Onboarding. POC: Jen M and [CSM]"

• Idea to make it external facing: adding in the amount of days they have been in onboarding for or how many days they have left in onboarding. "Ie: 45 days left of onboarding" or "75 days into your 90/120 day onboarding program"

• I (Jen) am working on a "Source of Truth" collaborative document in Catalyst. Within the internal setting update, could a link to this catalyst template be included? This would also allow us access to essential client information directly within the platform.

Benefits:

• When Support is working with a client and they create bug tickets or handle support requests, they can easily add the client's POC as "watchers" to the JIRA ticket. This would ensure that the client's onboarding lead and CSM are kept informed about any issues or concerns raised by the client. (Better collaboration)

• Having visibility into where each client stands in their customer journey and who their POC is will not only streamline the support workflow but also help to provide more personalized and effective support to our clients.

• By knowing where each client is in their journey and who their POC is, Support can tailor their interactions to better meet their needs and expectations and loop in their POC's. (Enhanced customer experience)

• Support will have access to essential client information directly within the platform, reducing the time spent on gathering information and enabling quicker resolution of issues.