Overview
Going live with vis|ability marks the beginning of the next phase of your journey.
Once implementation and commissioning are complete, your organization transitions into the vis|ability Customer Success Program (CSP)—an ongoing process designed to support adoption, system health, continued education, and long-term value.
The goal is simple: make sure your vis|ability system continues to meet the needs of your organization long after installation.
Customer Success continues throughout the lifecycle of your system, with different touchpoints and resources available as your needs evolve.
Go-Live and Transition
Once your system is commissioned, the focus shifts from implementation to day-to-day operation and adoption.
This is the time for Users and Administrators to begin working with vis|ability in their real operational environment, applying what they learned during training, and becoming comfortable with their normal workflows.
Support resources, the Knowledge Hub, Customer Portal, and vis|ability team remain available as your organization makes this transition.
Your First 30 Days
The first 30 days give your team an opportunity to use the system in real-world conditions.
During this period, we encourage your team to identify:
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- Questions from Users and Administrators
- Additional training needs
- Support issues or recurring concerns
- Features your team would like to better understand
- Opportunities to improve workflows
- New ideas for using the platform
You don't need to identify everything immediately. The goal is simply to use the system and begin learning what works well and where we can help.
30-Day Customer Success Check-In
Approximately 30 days after go-live, we'll reconnect for a dedicated Customer Success Check-In.
This gives us an opportunity to discuss how the system is being used, review any questions or support concerns, identify additional training needs, and make sure your team has the resources needed to be successful.
Most importantly, it gives us a chance to hear from the people actually using the system now that they've had time to work with it.
Quarterly Reviews
Quarterly reviews provide an opportunity to take a broader look at your vis|ability environment.
These reviews may include adoption, support activity, system health, training needs, new capabilities, and opportunities for improvement.
Depending on your organization's needs, these may be formal customer meetings or internal reviews used to make sure we're staying engaged with the health and success of your system.
Annual System and Adoption Review
At least once each year, we'll take a broader look at where your vis|ability system stands and where it may be going next.
The Annual Review provides an opportunity to discuss:
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- Overall system health
- Adoption and usage
- Support history
- Training and staffing changes
- Software versions and available upgrades
- New vis|ability capabilities
- Changing operational requirements
- Potential system growth or expansion
The goal isn't simply to review what happened during the previous year. It's also an opportunity to plan for what's next.
Customer Success is a Lifecycle
Your needs at go-live may look very different from your needs one, three, or five years later.
Users change. Operations evolve. New information sources become important. Technology changes. New vis|ability capabilities become available. That's why Customer Success isn't a single meeting or a one-time follow-up.
It's an ongoing lifecycle:
Go-Live → First 30 Days → 30-Day Check-In → Ongoing Adoption → Quarterly Reviews → Annual Review → Growth & Optimization
And then the cycle continues.
Throughout that journey, the vis|ability team, your System Integrator, the Knowledge Hub, Support Team, training resources, and Customer Portal are available to help your organization continue getting value from the platform.