Last week, Yair Bortinger, Head of Customer Success Operations at ControlUp won the Best Use of Technology in Customer Success at the Customer Success Excellence Award in London. As partners of ControlUp, we're thrilled by their accomplishment, and here's why.
Startups are the endless creativity track for creative thinkers. The ability to solve problems yet to be solved, bring new ideas to life, experiment, fail and recreate is the essence of every startup.
If you look at the tech ecosystem, you'll notice it is surrounded by visionary people, operators, and strategists who bring a fresh point of view to the world. They are problem solvers, who love the feeling of a challenge with no known or obvious solution. Those people have a refreshing thought process that allows them to connect existing things to an innovative solution.
Yair Bortinger from ControlUp is one of those people. As a creator at heart, he always uses technology to develop solutions for existing operational problems for ControlUp customers. Achieving the award was the result of his passion and ideation while using his tech stack to design an exceptional customer experience. We're honored to be part of his tech stack and thought this would be a great time to share some snippets from our latest case study together.
ControlUp provides desktop software for its thousands of customers, and different versions of its software are in use simultaneously. ControlUp planned to release a vital security update to be applied across all their software and wanted to ensure that each customer experiences the latest security measurements they have to offer.
With the different versions of ControlUp being used, each customer had a different set of actions to complete in order to perform the update. How can they communicate the necessary steps to every customer? Sending emails would be cumbersome due to each customer’s unique instructions and personal reach outs just wouldn’t be feasible. Lastly, the upgrade couldn’t be applied automatically as ControlUp’s software is a desktop application.
EverAfter’s personalized hubs communicate to the customers the security advantages of the new version and simplify the upgrade process with a step-by-ste checklist that was personalized according to the customer’s license, deployment and the version it is currently running. Making the process easy to follow and to execute.
Using the various widgets, every ControlUp user understood what they needed, and the time required for each step, and received mini-wins along the way as milestones were completed.
Users not only began the process. They completed the process. And completed it quickly.
Kit and visibility rules
ControlUp used kit rules to ensure that every customer is automatically assigned the relevant kit with the appropriate instructions for their unique software version. Visibility rules enable each task list to appear at the appropriate stage of the upgrade process.