Customer Success

This is the most critical aspect to ensure adoption and support the customer through the post implementation phase.

Most applications fail to deliver as proper support is not available or provided once the product gets deployed.

To ensure success of the implementation a dedicated customer success manager is appointed to support any questions or concerns post going live.

The focus would be on adoption both for internal employees as well as guests.

Role of Customer Success at AavGo

Training

Increase Employee Adoption

Health Check and Feedback

Best Practices for Guest and Employee Adoptions

Analytics

Second level Support

Support

Supporting our customers in their journey to enhance customer engagement, experience and operational efficiency is the number one goal at AavGo.

Technical support: 24x7x365 through voice and email.

Dedicated Customer Success Manager

Resources

AavGo Community portal has an extensive library of training material, articles, case studies, success stories that everyone can access to increase guest and employee adoption.

SLA

Service Level agreements for product uptime, change requests, technical issues are tracked and reported on a monthly basis in the interest of transparency.

Product Uptime: 99.4%

Scheduled Downtime – Customer to be informed at least 20 working days prior.

Incident Management for technical issues.

Priority
Name
Resolution
P1
Critical
4 Hours
P2
Important
12 Hours
P3
Normal
36 hours
P4
Low
60 Hours

Hosting

Amazon Web Services (AWS) servers located in the United States of America.