Ceridian’s Customer Success Program affectionately known as XOXO does not live solely on the RO Innovation’s platform, but is managed from four legs that support XOXO. Gainsight, Influitive, RO Innovation, and Salesforce.com all integrate to paint an accurate and up-to-the-day picture of our customers health.
Ceridian does this by managing each account with a customer success representative who tracks behavior and progress in a Gainsight Dashboard. That health information Green/Yellow/Red is passed into RO Innovation, so that when an internal client is viewing the asset – whether a reference call or a case study or many other options, they can be alerted to the current health of the customer. This also aligns with XOXO’s mandate to help their internal sales department customers close opportunities.
Ceridian is successful because they embed the program in many places throughout the organization. For example, an internal customer in need of a reference, starts that request in a Salesforce.com Opportunity. That opportunity and associated information is integrated with RO Innovation, where the internal customer can “go shopping” so to speak and pick and choose those reference and marketing assets that best meet their opportunity requirements. Once they have targeted the appropriate assets (health-scores visible), they can submit the request. The request is published by the Reference Manager to Influitive, where it is presented to the appropriate customers. Once the reference call takes place, the feedback from the conversation is published to the associated Salesforce.com Opportunity – closing the loop with the help of four independent platforms.
This technology integration and workflow isn’t just limited to activating references. It’s also been helpful in activating the voice of the customer earlier in the buyer’s journey. For example, a Ceridian employee might see a LinkedIn Group where an HCM professional asks for feedback on HCM technologies. A marketing request will be entered through RO Innovation. An opportunity to contribute to the conversation is presented to the appropriate advocate customers in Influitive (with Gainsight’s insights into satisfaction). The XOXO Community at large bombards the LinkedIn conversation with positive feedback/insights – thus integrating the Voice of the Customer into every aspect of the buyer’s journey while giving customers the opportunity to earn recognition as a thought leader.
The impact of these LinkedIn inquiries and subsequent responses from an army of advocates is difficult to measure, but quite a sight to behold! 523 reference requests were entered in Salesforce.com in 2016 which resulted in 746 reference conversations delivered through RO Innovation and Influitive!
This tech stack has also increased Ceridian’s number of Reference Networking Forum participants by 40% from the end of 2016 to September 2017. Ceridian has done this by encouraging Customer Success Representatives to introduce their clients to the Reference Managers over a phone conversation in which benefits for customer participation are discussed and vital statistics/information is recorded in Salesforce.com and RO Innovation.
Ceridian is the winner of the 2017 RO Sherpa Award for Best Customer Program Technology Stack.The Most Valued Program award recognizes an organization that has achieved an outstanding way to integrate the Voice of the Customer throughout the daily lives of their employees via technology integrations. On behalf of the RO Innovation team, congratulations Ceridian on this achievement!