Our goal: 100% Client Success
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 Support includes:
ENHANCED SUPPORT & ACCESS
- Front-of-line issue resolution so your priorities come first
- 24×7 phone access through our dedicated Customer Success Desk
- Our fastest SLA response-times, with one-hour response for critical issues
- Executive committee access for firsthand opportunities to share concerns and success
- Prime Kickstart to accelerate Aurea Prime benefits by installing and testing any Prime product
CLOUD KEY BENEFITS
- Utilization audits for visibility and insight
- Benchmarking of cloud traffic demands
- GDPR Protect for compliance support
ON-PREM KEY BENEFITS
- Managed upgrade services to simplify your transition to our latest versions
- Architecture and design reviews, production readiness checks, and application performance tuning
- Preferred patch and hotfix release access