Strikedeck

Strikedeck

About TrustRadius Scoring
Score 7.2 out of 100
Strikedeck

Overview

Recent Reviews

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Popular Features

View all 16 features
  • Product usage (5)
    9.2
    92%
  • Customer health scoring (5)
    9.2
    92%
  • Automated workflow (5)
    8.2
    82%
  • Customer profiles (5)
    7.7
    77%

Reviewer Pros & Cons

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Pricing

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What is Strikedeck?

Strikedeck, a Medallia company is a secure SaaS platform that helps the user build and operate an effective, efficient, and scalable customer engagement program. It is a purpose-built Customer Success platform that equips CSMs with the necessary tools to create a customer-centric culture around a…

Entry-level set up fee?

  • Setup fee optionalOptional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Would you like us to let the vendor know that you want pricing?

Alternatives Pricing

What is Gainsight Customer Cloud?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor, Totango is also…

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Features Scorecard

Security

8.7
87%

Platform & Infrastructure

8.7
87%

Customer Data Extraction / Integration

8.4
84%

Customer Success Management

8.5
85%

CSM Reporting & Analytics

7.8
78%
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Product Details

What is Strikedeck?

Strikedeck, a Medallia company is a secure SaaS platform that helps the user build and operate an effective, efficient, and scalable customer engagement program. It is a purpose-built Customer Success platform that equips CSMs with the necessary tools to create a customer-centric culture around a product , enabling more efficiency in planning renewals, identifying upsell/cross-sell opportunities, and monitoring customer health.

Strikedeck enables Customer Service teams to transform customer communications with out of the box playbooks and workflows for common events in the customer lifecycle. It enables users to segment customers and delivers service that is appropriate to the needs of each segment. The platform enables businesses to measure, manage, and monetize the customer experience they deliver by creating a 360-degree view of the customer by seamlessly weaving together customer data from a multitude of sources – CRM, Marketing Automation, Finance, Billing, Contracts, Support, and Product Usage.

The vendor states that Strikedeck presents the fastest time to value in the industry, and typically deploys in 6-8 weeks. With Strikedeck Fast, a delivery model that allows customers to see first value and data in a live instance in as little as a day, the solution delivers incremental value while simultaneously driving adoption.

Strikedeck Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com
  • Supported: Integration with Marketo
  • Supported: Integration with Eloqua

Additional Features

  • Supported: Online help, Support ticket, Customer Journey Analytics & NPS widgets
  • Supported: Customizable Dashboards, Customer Lifecycle Visibility
  • Supported: Polygloth Data Model

Strikedeck Screenshots

Screenshot of Customer 360 DashboardScreenshot of Customer 360 with CustomizationScreenshot of Cohort Analysis and SegmentationScreenshot of Workflow Automation & PlaybooksScreenshot of TasksScreenshot of CalendarScreenshot of Engagement & UsageScreenshot of Screenshot of Cohort AnalysisScreenshot of One-click integrations

Strikedeck Integrations

Strikedeck Competitors

Strikedeck Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)80%
Enterprises (more than 500 employees)20%

Strikedeck Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUSA
Supported LanguagesEnglish

Frequently Asked Questions

Gainsight Customer Cloud, Totango, and Amity are common alternatives for Strikedeck.

Reviewers rate Integration with Salesforce.com highest, with a score of 9.7.

The most common users of Strikedeck are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.
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Comparisons

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Reviews and Ratings

 (8)

Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Regan Davis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
StrikeDeck is the repository for all customer information that is used by our Customer Success Directors. At a single glance, our CSDs can see all pertinent data on a customer (health score, NPS, outstanding support tickets, revenue, etc.) We use StrikeDeck to implement standard playbooks and manage tasks associated with those playbooks. It is also where we keep notes on customers and are able to share information with others within the organization even if they are not StrikeDeck seat holders. We use it to help maintain standards and create efficiencies.
  • Automating tasks within Playbooks
  • Combine multiple sources of customer data
  • Makes it easy to track and review customer status
  • The Customer Support is outstanding - knowledgeable, helpful, responsive
  • The interface is not always intuitive - It requires a fair amount of training to be proficient
If you have multiple sources of customer data (usage data in one system, customer details in a separate CRM, separate NPS data, etc). If you are looking for an efficient way to implement playbooks and automate tasks.
The Customer Success support is outstanding. Regular meetings, responsive, knowledgeable, helpful, etc. Can't say enough!
Ria Cruz | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
Strikedeck was a customer success tool we used to track the health of our customers who use our services. Strikedeck pulled our data from Salesforce to provide a snapshot view of account health, log call notes, and perform playbooks.
  • Account snapshots.
  • Good integration with Salesforce.
  • Very customizable.
  • The knowledge base with content and videos is still work in progress.
  • The support team was very responsive, but not consultative. I had to create from scratch most of the time.
  • It was confusing to use.
Strikedeck is a good CS tool if you are using it for basic things like standard health scores. Things often did not work as I thought they should -- the surveys cannot be easily customized, language cannot be easily accommodated, playbooks cannot be edited once launched. Setting up custom rules for journey stages is not straightforward. I did not think the application was user-friendly. Support was okay, but not consultative, and I created from scratch most of the time. My requests were sent "to engineering" and I never hear about them again.
Support response time was okay, but they were not very consultative in their approach. Their knowledge center might be better now, but it was lacking when I used Strikedeck.
July 06, 2021

Strikedeck review

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Strikedeck as our main CRM tool to capture client health and overviews. It helps us understand which clients we need to focus on by painting a picture of client health. Using the integration points with Outlook and JIRA allows us to work on our clients from one screen.
  • Pulls in Outlook information - this allows me to understand my calendar for a specific client in any given week.
  • Pulls in JIRA information.
  • Scores client health.
  • Next steps: I want one field where I can write myself a narrative of what's happening with a client and what my next steps are.
  • Integration seems janky... sometimes things get erased randomly or integration points on specific account seem to break down... big bummer when this happens
I think it works well in a healthcare IT sales/account management vertical simply because of its integration with our customer support system and Outlook. If set correctly, it can be very powerful. I think the note taking functionality could be scaled back to be more simple.
I do not deal with Strikedeck support, so I am not sure about their support.
Maha Sharabinth | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is mainly used by the Customer Success team to monitor the health of the customers who use our products. It helps to view the snapshot of the account health, log notes on cadence calls, attach play books, set the account health pulse based on the sentiment from the CSM etc. The information presented by the Strikedeck dashboard is quite useful for the management team.
  • Account snapshot on a single page
  • Ability to run various play books
  • Good integration wth Salesforce and ZenDesk
  • Setting account health status manually based on customer sentiment
  • Sending generic emails to the selective contacts and provide stats on when the email was read
  • Difficult to create product specific relationships to capture additional details at the product level. This may be possible but it wasn't setup at my workplace.
Overall it is a great product for the management of customer accounts. It provides simple dashboards with all relevant information. This sort of information is very useful for the leadership team. It does provide the ability to save queries to generate various reports based on health information. I have used Strikedeck for 2 years and due to reorgansation the company decided to move with a different product.
When we get issues with Strikedeck, we raise it internally with the Strikedeck admin team. They then contact Strikedeck and raise a support ticket. The turnaround time is quick quick. But from my personal use of Strikedeck, I have only come across few situations where a support ticket is raised with Strikedeck.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Strikedeck is used by the customer success team to track customer health, renewal rates, strike plans etc.
Strikedeck fetches all its backend information from Salesforce and provides a view relevant to the customer success organization in a single dashboard. We leverage Strikedeck to report [the] health of a customer, based on the health, a stike plan is created and tracked in the system. Customer retention and renewal are also tracked and captured in the system. The system in general is being used for managing customer health.
  • Easy to integrate to backend ERP or CRM system.
  • Light weight and easy to use.
  • No specific training required to use the product.
  • Can be customized to accommodate specific dashboard.
  • The support team is not very responsive
  • After initial deployment, making new changes to the product takes a long time
  • The look and feel of the system is little outdated
  • StrikeDeck is very compact, you need to have more systems to support requirements like project management or deployments
The system is good for Customer Success teams to get started and if all the users are updating it responsibly. There are not many checks and balances in the system so your team will have to be disciplined.
The reason why I have not been generous with my rating is only because of the slow nature of support and upgrades to the product.
The support of StrikeDeck is not the best we have experienced. You have to follow up multiple times for new features or releases. The support team is not very responsive. The other challenge we face with Strikedeck is that new features and releases are not notified and we have to reach out for any updates.
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