Our Process

Glance Customer Success

At Glance, we believe that conducting business should be simple, collaborative, and visual. The same goes for tailoring and deploying our enterprise visual engagement solutions with our clients.

The Glance Customer Success Team will guide you through the process of delivering a visual engagement solution that transforms your customer experience and drives positive business results across your enterprise.

The Glance Customer Success Team guides you through discovery, implementation, and optimization of your Glance visual engagement solution… and then partners with you to manage ongoing success and achieve positive business outcomes.

Phase 1

Discovery

The first step in the customer journey is to develop a shared understanding of your desired business outcomes and how Glance can help you reach them.

Glance will work with you to establish a thorough understanding of your business and technical requirements, develop a plan that will support your ability to maximize the outcome, estimate the business impact, and define your success metrics.

Objectives:

  • Establish a thorough understanding of your business and technical requirements
  • Develop a solution that will support your ability to maximize the outcome
  • Estimate the business impact and define your success metrics

Who’s involved

Your Team:

  • Technical Team
  • Business Sponsors
  • Executive Sponsor

Glance Team:

  • Account Executive
  • Sales Engineer
  • Customer Success Leadership

Phase 2

Implementation

We will run concurrent tracks designed to get you to launch as quickly as possible.

Glance will leverage proven best-practices to guide your technical team to deploy and manage Glance in your environment, establish a training plan to enable your team, maximize user adoption and impact, and establish metrics that will help you measure the return on your investment.

Objectives:

  • Create the project plan and complete design to deliver on use cases
  • Guide you through deploying the solution
  • Develop curriculum and ensure training incorporates best practices
  • Monitor usage and measure business impact at 30, 60, and 90 days post-live

Who’s involved

Your Team:

  • Executive Sponsor
  • Business Sponsors
  • Technical Team
  • Training Leads

Glance Team:

  • Project Manager
  • Account Executive
  • Solution Architect
  • Training Lead

Phase 3 / Ongoing

Success Management and Support

Glance’s engagement doesn’t end once you are up and running. The Glance Customer Success team schedules regular checkpoints after go-live to make sure user adoption ramps and remains consistent, and to ensure that the expected business outcomes are being achieved.

Objectives:

  • Establish clear support processes and conduct regular business reviews
  • Evaluate potential new use cases and projects
  • Ensure maximum usage of platform to drive ROI

Who is involved

Your Team:

  • Business Sponsors
  • Technical Team
  • Training Leads
  • Executive Sponsor

Glance Team:

  • Account Manager
  • Glance Support
  • Customer Success Leadership

Related Resources:

CUSTOMER SUCCESS:

The Client War Room

One of Glance’s enterprise clients holds a virtual war room every year during peak traffic time. More than 100 vendors are gathered in the war room to resolve technical problems that might crop up. No vendor had ever gotten through the “War Room” without a problem. Until Glance.

Customer Success:

Glance receives Innovation Award from Intuit

Intuit awarded Glance their annual Innovation Award, given to their technical solutions providers who go the extra mile to support Intuit’s rapid-experiment culture and commitment to creating awesome agent and customer experiences.

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