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Technology-enabled service for digital transformation

A core component of the Buildings IOT organizational framework and software delivery model is its Customer Success team. Responsible for managing all deployments as well as training and supporting customers through their usage, Customer Success puts user adoption and training at the heart of all their efforts.
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With the philosophy that technology is not transformational without a person who uses it, Customer Success works directly with all stakeholders to provide technology-enabled services, most of which are built into deployment and subscription costs.

How does Customer Success meet its objectives? 

From pre-planned and ad-hoc live training to myriad self-service options including a comprehensive Help Center and a virtual assistant built into the platform, the goal of Customer Success is to ensure that all users find daily value out of their system.

Rapid response times

Rapid response times

For customers in critical facilities or those who are utilizing Buildings IOT to augment their workforce, a service level agreement can be established to define response times for issues of different severity levels.

Technical expertise

Technical expertise

The Buildings IOT Customer Success technical expertise extends to every facet of the product, from onboarding through to middleware and user interface. What really sets us apart, though, is our knowledge of in-building systems, networking, cloud-based third-party integrations and energy management best practices.

Relationships with SMEs

Relationships with SMEs

From subject-matter experts within the Buildings IOT organization to partner organizations who deliver complimentary or additive services to the BIOT ecosystem, Customer Success knows who to call when they need to dig in a particular area of technical depth.

Organized feedback sessions

Organized feedback sessions

Central to the Customer Success program is regular listening sessions with the Buildings IOT product team and participation on various customer advisory councils. This ensures the Voice of the Customer remains central to development and business decisions across the roadmap.

DIGITAL SERVICES 

Proactive monitoring

  • For all equipment integrated to the Buildings IOT platform, proactive monitoring is available to evaluate operational status of integrated equipment against energy optimization measures.
  • This monitoring seeks to evaluate if operation of equipment may be leading to excessive maintenance or premature aging.
  • Proactive monitoring of FDD for initial triage, prioritization and dispatch preparation as well as creation of Work Requests to organize service calls is also included in this add-on service.
  • For customers with command-and-control enabled, Digital Services can also include remote troubleshooting and tuning at the equipment level when FDD indicates certain issues.
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Enhanced help desk

  • All customers have access to the Buildings IOT Help Center and virtual assistant for self-service. Digital Services customers are also eligible for a service level agreement and a dedicated support email address for expedited service and enhanced resolution tracking.
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KPI reporting

  • While Customer Success Managers meet at least monthly with all customers, Digital Services customers receive an additional level of reporting during those meetings. 
  •  Key performance indicator scorecard helps executive stakeholders monitor progress on specific high-value initiatives.
  • Monthly snapshot of maintenance tasks, costs, contractors deployed, expected completion dates, number of service calls completed and prioritization suggestions.
  • FDD validation report for resolved issues, including work request and dispatch validation and ticket reporting.
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