Item: Strikedeck (discontinued)
Rating: 8
Author: Maha Sharabinth

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

Customer health monitoring dashboards provide good information to the CSMs and management
Integration with Salesforce
Product specific relationships are not possible or not setup correctly by our local admin

Alternatives Considered

Gainsight Customer Cloud

Most of the functionalities are the same. But Gainsight has an upper hand in defining product level relationships where product specific details can be captured. If the CSM is dealing with multiple teams within an organisation then capturing product specific details is important. The customer health needs to be assessed at the individual product level as opposed to the generic customer level. When using Strikedeck, I couldn't setup customer health based on products. Apart from some basic differences, I would say both products have similar functionalities.

Key Insights

Do you think Strikedeck (discontinued) delivers good value for the price?

Not sure

Are you happy with Strikedeck (discontinued)'s feature set?

Yes

Did Strikedeck (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Strikedeck (discontinued) go as expected?

Yes

Would you buy Strikedeck (discontinued) again?

Yes

Other Software Used

Gainsight Customer Cloud, Salesforce Lightning Platform (formerly Salesforce App Cloud), The Okta Identity Cloud

Usability

The UI is great and usability is not an issue. There are no complex workflows or screen to go through. Once Strikedeck is setup properly by the Admin team, the use of Strikedeck is pretty straightforward for the end user. By setting appropriate values in the customer record the dashboards will get updated to reflect the changes. There is no concern of usability with Strikedeck although it may be lacking some features.

Support Rating

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.

Likelihood to Recommend

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.

Easy and Simple Dashboards to Monitor Customer Health

Overall Satisfaction with Strikedeck