Strengthen your digital transformation with dedicated customer success.

Customer Success Activities

• Client Development  -  Universal develops an understanding of your needs - be they technical, operational, business, regulatory, or other.  This fosters a strategic partnership, allowing us to develop a customized and ongoing success program.
• Customer Success Management / Service Delivery Management  -  A CSM/SDM oversees the seamless delivery of services, ensuring they are meeting your expectations. This involves coordinating or overseeing projects, ensuring service level agreements (SLAs) are met, identifying risk, implementing process improvements, and coordination with other departments.
• Awareness  -  Providing you updates on emerging technologies and methodologies that align to your strategic goals. A proactive approach promotes awareness about new industry developments, and understanding their potential impact to your future roadmaps.
• Training and Content  -  As relevant to the initiatives ‘in motion’, our team can provide or facilitate training as per the Customer Success Plan.
• Quarterly Business Reviews (QBR)  -  Recurring touch-points provide a structured forum to verify continued alignment, evaluate performance, demonstrate ROI and other KPIs, and ensure that we are on track to meet your goals.
• Self-service  -  As applicable to the products and services being provided, manage self-service dashboards & portal access to your relevant technology architecture.
• Audits  -  As part of Continuous Service Improvements, analysts will perform assessments, and historical trending and analyses of relevant technologies.  These are used for proactive risk mitigation and recommendations for improvements.
• Support  -  Access to specialized expertise through Universal’s Technology Operations Center, operating 24x7x365.  The center provides ITIL-aligned support services, ensuring reliable and high-performing products and services.