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Customer Success - Customer Journey

Below you will find the building blocks that make up the Customer Journey. Note that some of these steps are slightly different depending on whether the client is part of a larger project or not. For more information on the differences, click here. 
The starting point for customer success is always receiving survey 1 with information about the new client.

Below you will find the process for Direct Customers:

See Ticket Statuses for the types and rules regarding Ticket Statuses.

1. Welcome to Nobi (online/in person) meeting:

Requirements: 

  • Survey 1 is filled in

What:

  • Introduction of attendees (ending with customer success) + ask their perspectives on falls as a problem for them
  • Nobi as a solution, general overview features (detection, prevention, smart care)
  • Overview impact of Nobi (statistics) + their perspectives/cases regarding these features.
    • Ask what a successful project looks like for the client
  • Go through the process/timeline + explain ticketing system and go the portal (materials + surveys)( + NOBI BOX With materials)
  • Agreement between Business Developer and client (what did they sell/offer?)

Who: 

  • Business Developer
  • Client (buyer)
  • Nobi: Project lead

Goal:

  • Ensure Nobi can meet the clients needs and expectations.

Nobi Internal:

  • Before meeting:
  • During meeting:
    • Project lead takes notes of what’s being discussed to complete project design (template)
  • After meeting:
    • Welcome to nobi ticket: Internal note: summary meeting + list all contacts + Project design
    • Welcome to nobi ticket: Public reply: summary meeting + project design
    • Complete/edit Survey 1 (with additional info meeting) + add all contacts to zendesk.
    • Support uses content of survey 1 to prepopulate survey 2 (departments + housing units)
    • Based on meeting + survey 1 → edit if necessary the project design using the fields in project ticket + public reply.

Hand out after meeting:

Next steps client:

  • Make sure required people will attend getting to know meeting and site visit
  • Follow up on any open items

 

2. Delivery Nobi lights:

Requirements: 

  • We need to have an installation date

What:

  • Delivering the lamps via FedEx
  • Communicating (ticket) when and where we deliver the lamps using template of lamp delivery.

Who: 

  • Nobi: Project lead
  • Nobi: Shipment responsible
  • Customer: Operational manager/receiver (as in survey 1)

Goal:

  • Smooth delivery in time for installation

Nobi Internal:

  • Create Delivery Ticket (form: delivery): [site name] - Delivery
    • Requester: Contact who will receive the lamps
  • Arrange Delivery using info from Survey 1

Hand out after meeting:

  • not applicable

Next steps client:

  • confirmation of delivery

3. Getting to know Nobi:

Requirements: 

  •  

What:

  • Go over project design (broad lines)
  • On site/digital meeting where we discuss the features of Nobi using the presentation "getting to know Nobi"
  • Show the client portal to the client highlighting materials including consent
  • Communicate deadlines:
    • informed consents: fall detection training
    • informing residents/staff: installation

Who: 

  • Client: Everyone filled in in survey 1
  • Nobi: Project lead

Goal:

  • Fully inform client so that they can prepare for the configuration meeting
  • Raise awareness about importance of informing residents/staff + informed consents
  • Make sure they believe that Nobi is a solution

Nobi Internal:

  • Before meeting:
      • Create ticket (linked to project ticket) : “[site name] - Getting to know Nobi” and use it to set an appointment for ‘getting to know Nobi’ meeting
        • Requester: General project lead
      • Ensure the requester is the client's operational manager + everyone involved is in cc.
  • During meeting:
    • Take notes to summarise the meeting + document any open questions to answer when you have the answer
    • Make sure you have all info to enrich project design + create project plan
  • After meeting:
    • Post summary meeting (internal note)
    • Public reply in ticket with 
      • summary of meeting, links to client portal, answers to other questions they had
      • List their To Do’s (in preparation for Configuration meeting)
    • Update project design + notify buyer in a public reply in Welcome to nobi ticket
    • Create project plan (operational + timeline) + communicate back in public reply ‘getting to know nobi ticket’
    • Create site in cloud --> autom. creates ticket in zendesk --> add to project ticket (project management)

Hand out after meeting:

  • One pager with all features in one sentence structured in 3 parts (detection, prevention, smart care).
    • Client uses this to indicate which features they want

Next steps client:

  • Prepare for configuration meeting (chase any open items)

 

4. Site visit:

Requirements: 

  • Welcome to Nobi meeting already happened
  • Survey 1 is completed
  • Survey 2 is pre populated with data from survey 1

What:

  • Physical visit to make sure the conditions of Survey 2 are met/ to fill them in yourselves.
  • Mapping the technical lay-out of the room + wifi strength 

Who: 

  • Nobi: technical colleague/ reseller (with technical knowhow)
  • Client: someone who knows the preferred rooms/residents.

Goal:

  • Make sure all lamps will be installed in optimal conditions

Nobi Internal:

  • Before:
    • Plan the site survey in installation ticket
      • Requester: Technical lead (see survey 1)
  • During:
    • Nobi technical: fill in survey 2 for every housing unit (or double check survey 2 if already filled in by client)
  • After:
    • Upload survey 2 in the client’s google drive folder. 
    • Use Installation ticket to share findings with client.
    • If necessary, update project plan
    • Create site in cloud → automatically ticket in zendesk → add to project ticket (ticket management).

Hand out after meeting:

  • not applicable

Next steps client:

  • Make any improvements if conditions of survey 2 aren’t met
  • confirmation when all issues have been solved

 

5. Prepare installation  (online meeting)

Requirements: 

  • Site visit needs to have happened
  • Installation date is scheduled

What:

  • Make sure any issues from site visit are solved
  • Make sure the lamps are on location on time
  • Remind them about informing residents/staff before installation
  • Share installation information on the portal
  • Share Installation guidelines:
    • amount of time it takes to install each lamp
    • rooms empty during the installation

Who: 

  • Nobi: Project Lead
  • Client: Project manager
  • Client: Technical contact (internal or 3rd party)

Goal:

  • Make sure that the installation can go ahead

Nobi Internal:

  • Before meeting:
    • Use installation ticket to plan the online preparation meeting/call
    • Add installer(s) to the site in the cloud
  • During meeting:
    • Take notes on what’s still not done
  • After meeting:
    • Inform client in public reply (installation ticket) about any outstanding issues, confirm installation date
    • Mention their To Do’s (see below)

Hand out after meeting:

  • not applicable

Next steps client:

  • If there are still issues, client needs to sort it out and confirm via installation ticket.

  • Make sure appropriate people are present for installation (e.g. their technical manager)

  • Distribute information cards + posters on day of installation (linked to installation)

 

6. Installation:

Requirements: 

  • All residents/staff need to be informed (resident/staff info brochure)
  • Any outstanding issues are solved

What:

  • Installment of the lamps, peripherals

Who: 

  • Nobi/client/3rd party - Installer
  • Client: Technical manager

Goal:

  • To have every lamp and peripheral installed

Nobi Internal:

  • After installation:
    • Create ticket ‘Device overview’ and post Device Overview (template) (internal note) + in clients google drive folder.
      • Requester: general project lead (Client)
      • For every device with an issue → create separate child ticket (via zendesk --> side conversation with action points on how to resolve these issues.
      • Choose Form 'device issue'

    • Confirmation in installation ticket that installation has finished via public reply

Hand out after meeting:

  • Not applicable

Next steps client:

  • Distribute Information Cards your nobi light is here

 

7. Configuration:

Requirements: 

  • Client is prepared (see To Do's getting to know Nobi)
  • Installation is done
  • Majority of residents have given informed consent 
  • Client has pc, webcam, can share their screen

What:

  • Meeting with presentation on how to set up the app based on the results of client's to do's (see getting to know nobi)
  • Client shares screen and we guide them through the app

Who: 

  • Nobi: Project lead/ Trainer
  • Client: Operational manager
  • Client: staff who will maintain the app

Goal:

  • All users who will maintain the app know how the app works
  • Everyone knows their task/responsibility when it comes to setting up the app (deadline: fall detection training)
  • Residents are created asap

Nobi Internal:

  • Before meeting:
    • Create configuration ticket (form: configuration template) to invite/confirm this online meeting
      • Requester: General Project Lead (Client)
  • During meeting:
    • Take notes of what they will still need to configure after the meeting
      • Edit their project plan if necessary
    • Ask which units already have fall detection in place
    • Test fall with created resident 
    • Plan Preparation fall detection meeting 
  • After meeting:
    • Add their decisions to their project plan
    • Public reply in configuration ticket: 
      • Send link to presentation (client portal)
      • Send their open To Do’s (use Macro 'mail after configuration')
    • Add site’s details to Datasheet (excel) Tab: ‘resident days’ (for learning activities)
    • Make sure they complete their configuration, keep track with checklist in the ticket 

Hand out after meeting:

  • not applicable

Next steps client:

  • Configure the application based on their decisions
  • If anything is still undecided, sort it out and let us know in configuration ticket

 

8. Prepare fall detection training:

Requirements: 

  • App configuration is complete

What:

  • 30 min online meeting: Checking if application is fully set up and ready for fall training
    • Devices are okay
    • Is everything configured correctly as in project plan
    • Residents are added
    • Escalation procedure is configured and clear

Who: 

  • Nobi: Project lead
  • Client: Operational manager

Goal:

  • Ensure that we can give a fall detection training and a simulation of a fall.

Nobi Internal:

  • Before: 
    • Send invitation via fall detection training ticket 
      • Requester: General Project Lead (Client)
  • During: 
    • Take notes
  • After:
    • Summarise in internal note + public reply of summary and any outstanding issues

Hand out after meeting:

  • not applicable

Next steps client:

  • Hang the poster announcing the fall detection training 
  • Clear up any outstanding issues

 

9. Fall detection training:

Requirements: 

  • The app is fully configured

What:

  • Give a training to staff using the presentation.
    • explain what nobi is + how it works
    • cover privacy
    • simulate a fall using their configuration

Who: 

  • Client: all staff (when possbile)
  • Client: General Project Lead 
  • Nobi: Project lead/trainer

Goal:

  • Everyone understands the working of Nobi and how it works for the client.

Nobi Internal:

  • Before:
    • Customise a copy of the fall detection presentation based on the client
    • Make sure their application is ready for a simulation
      • Checkmate off
      • Device out of learning mode
      • Access to devices of escalation procedure
      • If some devices have voice in case of fall activated, choose this device for simulation
      • Signal strength of the device is higher than -67db
  • During:
    • Take notes of irregularities + make summary
  • After:
    • Public reply of summary (use macro after fall training)

Hand out after meeting:

    • Nobi Cheat sheet 
    • Go live cards for residents + for staff
    • Link to fall detection presentation (client portal)

Next steps client:

  • Client needs to confirm when staff is informed

 

10. Ready for launch:

Requirements: 

  • Staff is informed

What:

  • Online meeting/ call: Check if app is fully configured and staff is informed 
  • Show them how they can contact support

Who: 

  • Client: Operational manager
  • Nobi: Project lead

Goal:

  • Resident, staff, application are ready to go live

Nobi Internal:

  • Before: 

    • Create Follow up ticket (Form: follow up template) 
    • Complete checklist in that ticket

     

  • During:
  • Check if every requirement is met
  • Take notes
  • After:
    • Internal note with summary of meeting
    • Send summary of meeting
    • Communicate go live date (if all requirements are met)

Hand out after meeting:

  • not applicable

Next steps client:

  • Address any outstanding issues
  • If everything is fine, confirm go live date in follow up ticket

 

11. Go live:

Requirements: 

  • Written confirmation that client wants lamps out of learning mode

What:

  • We put the lamps live and confirm to client in follow up ticket

Who: 

  • Nobi: Project lead
  • Client: Operational manager

Goal:

  • Get all lamps live

Nobi Internal:

  • Get all lamps live using Go live checklist in follow up ticket
  • Send confirmation in follow up ticket (using macro Go live)

Hand out after meeting:

  • not applicable

Next steps client:

  • not applicable

 

12. Follow up:

Requirements: 

  • Client is live

What:

  • Follow up period during which Nobi checks their performance 
  • If we see any issues regarding escalations we can create a ticket or call them
  • Plan meeting if necessary (see below)
  • If they're doing great, we should let them know in a ticket as well

Who: 

  • Nobi support

Goal:

  • Make sure the client starts off well

Nobi Internal:

  • Here you find the entire follow up procedure
  • In case of issues, plan meeting in follow up ticket 

Hand out after meeting:

  • not applicable

Next steps client:

  • Follow up on the issues raised in the ticket (if any)

 

13. Smart care training:

Requirements: 

  • All Follow up checks are completed
  • Customised Smart care training is prepared

What:

  • Training that focusses on:
    • Recap of their fall detection so far
    • Fall prevention
    • Smart care features

Who: 

  • Nobi: Project lead/ trainer
  • Client: Operational manager

Goal:

  • Streamline the fall detection part and introduce the rest of the features
  • If the client was in call center we agree on a date to take them out

Nobi Internal:

  • Before:
    • Create Smart care ticket (Form: Smart care Training)
      • Requester: General Project Lead (Client)
    • Prepare customised smart care training using checklist prepare smart care training
  • After:
    • (if applicable) Take client out of callcenter on the agreed date using checklist take out of call center
    • If any issues were raised, set a date to follow up on if they improved

Hand out after meeting:

  • not applicable

Next steps client:

 

 

 

 

Articles to make:

  • Project Plan
  • Different ticket forms (delivery, config, follow up, smart care training)
  • Delivery 
  • Repair orders
  • Datasheet (niet enkel ICB)
  • Overview differences Project direct customer and under project
  • Device overview - follow up 
  •