November 17, 2021
Broadvoice already has a multistep implementation process with user training for its b-hive platform for all-in-one communications and collaboration. The new program builds on that.
Broadvoice based the program on research assessing the ongoing customer life cycle and ways it could improve it.
Herb Pyles is Broadvoice’s chief operating officer. He said Broadvoice designed the program to “delight customers, which in turn should delight selling partners.”
Broadvoice’s Herb Pyles
“Broadvoice partners are paid a spiff and a residual commission for the life of the customer,” he said. “Our customer success organization is tasked with ensuring the customer lifetime value is maximized, which means that the partners lifetime residual value is maximized. The Broadvoice customer success model follows the normal customer life cycle, from onboarding to orientation, to premier support to ongoing customer service and technical support.”
Broadvoice is driving down customer churn, Pyles said. While the industry average churn is 1.2%-1.4%, Broadsoft is driving churn to .5%.
How It Works
To kick off the engagement, customers receive a welcome packet with contact information, escalation lists and how-to instructions on b-hive features, the admin portal, billing and more. Broadvoice also assigns a dedicated specialist for assistance.
Here’s our most recent list of important channel-program changes you should know.
At the end of 90 days, customers receive a graduation packet, which includes contact information, how to open a support ticket, and everything they need to know as they transition to ongoing support teams.
“The Broadvoice customer success model is unique in that it includes a nurture program,” Pyles said. “Regardless of size or revenue, all customers are assigned a dedicated customer success orientation specialist for free.”
This specialist helps them understand and use the service, he said. They also help them understand how it can streamline process and create greater value for the organization.
“This customer success model will drive customer retention since it ensures successful onboarding and training,” Pyles said. “It’s also a great selling point for new customers. ”
The customer success model provides Broadvoice partners with a selling differentiation unlike anything in the industry, he said. It addresses optimizing the customer experience and increasing lifetime customer value.
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