Our goal: 100% Client Success

Aurea uses a comprehensive and customer driven approach to driving business success and value with their customers. — MARKUS ELLERBRAKE, HEAD OF IT, LIMBACH

How we do it

Our approach is simple, but powerful: we begin by collaborating with you to define your goals, based on your business needs -- then build the plan to get you there. It's the first part of a four-step process we call our Client Success Blueprint.

Step 1: Establish business success metrics

First, we work together to define goals that will deliver measurable business impact. We then document the metrics by which we'll continually measure our progress against these goals.

Step 2: Develop a work plan

Working from the goals and defined metrics, we then build a work plan that defines the projects and necessary steps to achieve business impact. This includes critical milestones we track closely for each success call, designed as an executive check-in.

Step 3: Hold regular success calls

Bi-annual Client Success calls with your Aurea Executive Sponsor are at the heart of our program. As part of the call we ask, "Are you successful?" We then set our targets for the next six months, ensuring we stay on track as your business needs evolve and change.

Hold us to a higher standard

We believe there is a dramatic distinction between "satisfaction" and "success." We measure progress against your metrics with a simple "yes" or "no" answer to the question "Are you successful?", eliminating ambiguity around the business value you expect - and we deliver.

Our number one priority is making our clients wildly successful, so they remain Aurea clients forever.

— ERIC LEVINE, AUREA CMO
Aurea Platinum

Aurea Platinum

Platinum Support delivers a world-class, concierge-level service and support solution for on-premise or cloud customers.You'll benefit from tremendous cost savings as you tap into top tier resources and services to maintain the health and performance of your Aurea solutions. Platinum combines our top-shelf support, world-class future proofing services, and self-help offerings into one comprehensive package.

Aurea Platinum Support includes:

    ENHANCED SUPPORT
  • Front-of-line issue resolution so your priorities come first
  • 24x7 phone access, and our fastest SLA response-times
    APPLICATION MANAGEMENT
  • Utilization audits for visibility, insight, and benchmarking of cloud traffic demands
  • Architecture and design reviews to make sure your systems are optimized for your business goals
  • Production readiness checks to validate your go-live plans and protocols
    DEDICATED SUCCESS ASSOCIATE
  • Dedicated expert focused on managing and resolving your top issues that affect your business and technology.
  • Executive committee access for firsthand opportunities to share concerns and success
    FUTURE-PROOFING
  • Managed upgrade services included to simplify your transition to our latest versions
  • Prime Kickstart to accelerate Aurea Prime benefits by installing and testing any Prime product
    PLATINUM ALSO INCLUDES:
  • Online self-service
  • One-hour response for critical issues
  • Extended support for legacy versions
  • Regular health checks
  • Unlimited development licenses
  • Application performance tuning
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WHAT CLIENTS SAY ABOUT PLATINUM
We’re a Platinum customer. I have a team that knows what we have implemented and our customizations. When we ask to change something, they can interpret where change may be needed. It’s a far faster road to production. - Vice President, IT