Our success plans
You invest in us. We invest in you. We're driven by customer success. That’s why if you ever need help or have questions about your system, we want to make sure you get well-informed, proactive support from the FinancialForce.com team. We offer three types of success plans: Standard, Premier and Signature.
The Standard Success Plan comes with your FinancialForce.com application subscription. These customers are go-getters who like to use online Communities to excel. They like to take online training and learn things on their own. They are very self-sufficient in running all aspects of our technology.
Our most successful customers take advantage of our Premier and Signature Success Plans, where you get a truly collaborative partnership with a team whose job it is to make sure you get the most out of the product, get issues resolved quickly and achieve a high ROI.
Our Premier Success Plan partners you with a Customer Success Manager (CSM) who will help you map out your goals and KPI’s and help you accomplish them by conducting regular business reviews. To help you take your usage to the next level, we’ll also give you 4 sessions annually with our Technical CSM. You’ll have access to one fundamentals class to be used throughout the year, to help you on-board and train new team members. You’ll also receive 1 free pass to our annual customer event. From a support perspective, you’ll receive an initial response to your most critical cases in 1 business hour.
If you opt for our Signature Success Plan, you’ll receive our white glove treatment. We’ll provide you not only with a dedicated CSM but also a Technical Account manager (TAM), and 8 1-hour sessions annually with our Technical CSM. You’ll receive 4 passes to our annual customer event, so you can get the most out of the experience. When you have a business standstill issue you’ll get an initial response from support within 15 minutes.
In addition, for our Premier and Signature plans we created number of add-on services made available for purchase so you can truly customize your success plan to your needs. Please reach out to your Account Executive or Customer Success Manager to review any of these plans in more detail.
|Benefit||Standard Success||Premier Success||Signature Success|
|Pricing||Included||*Contact AE/CSM||*Contact AE/CSM|
|Access to Support||12X5||24X7 (Standstill and Critical issues)||24 x 7|
|Support Response Time||2 Day||Standstill: 1 hours, Critical: 2 hours, Major Problem, Problem, Question: 6 hours||Standstill: 15 mins; Critical 1 hours; Major Problem, Problem Question: 2 hours|
|Assigned Customer Success Manager||Community / Online only||1:8|
|Assigned Technical Account Manager||1:8|
|Technical Review Sessions Year / w Tech CSM||4||8|
|Training credits per year||*Contact AE/CSM||*Contact AE/CSM|
|Passes to Annual Customer Conference||1||4|
|Named Support Contacts||4||Unlimited||Unlimited|
|Technical Account Manager (1:8)*||Technical Account Manager (1:4)*|
|Technical Account Manager (1:4)*||Technical Account Manager (1:1)*|
|Technical Account Manager (1:1)*||CSM (1:4)*|
|PLAN DETAILS||PLAN DETAILS||PLAN DETAILS|
*Contact FinancialForce Customer Success Manager or Account Executive for details and pricing