Awesome Platform for Customer Success
May 24, 2019
Awesome Platform for Customer Success
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Natero
We use Natero to track the health of our clients' accounts. In addition to health tracking, Natero also provides our client support team with real-time notifications on user overages, churn, and acts as a platform for communications. Our CES team can communicate directly with clients using the email functionality. Next steps will include automating some emails based on certain triggers as well as potentially implementing the product tour feature.
Pros
- Health score mechanism is awesome with a lot of control over granularity.
- Support and implementation teams are superb.
- Reporting is very robust.
- Customizability and flexibility in integrations, metrics, and dimensions make this a highly useful platform.
Cons
- It's a complex platform, it can be hard to find what you're looking for if you don't know where to look.
- There have been a few features which work correctly but can be a bit confusing to get working correctly. Fortunately, the support team is so on it, we get an answer within an hour.
- I would have liked Natero to have a mechanism in place to nudge users of the platform to use it. This would help with getting adoption on our end. While the onboarding documentation was great, a more hands-on approach to getting users to adopt and use the platform would have helped us get up to speed earlier. It took us nearly 9 months to really start using the system which is partially due to the complexity of the integration process and partially due to the difficulty of switching over CES processes into Natero.
- Once you have some data behind you, you can get a real-time health score of your accounts, giving you great insights into which accounts need a little extra TLC and which ones are your champion users.
- Consolidation of all CES software and processes into a single platform to save time and provide additional efficiencies.
- Automation of playbooks, emails, and workflows save the support team tons of time and prevents things from falling in the cracks. We've set up quarterly reminders to follow-up with accounts which no longer needs to be manually set up.
We initially looked at Gainsight, Amity, and another which I can't remember the name of. Only Natero and Amity were within a reasonable price range. We selected Natero because the platform was significantly more polished, the reporting seemed significantly stronger in Natero, and during the sales process Natero did a better job of showing us how the functionality would work, whereas our calls with Amity were frequently filled with "it doesn't work because this is a demo account" which was a bit of a red flag.
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