24% of ControlUp unmanaged customers upgraded their product in a short period of time features thanks to their EverAfter personalized hub. And they said so themselves.

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About ControlUp

ControlUp is a digital employee experience platform giving IT increased visibility and control over emplotee’s digital experiences — no matter where they work.

Industry: SaaS

FTES: 250+

Location: USA

Use Case: Helping IT and help desk teams make informed, data-driven decisions when managing the remote employee digital experience.

The Challenge

Making sure that the ControlUp customer will complete a full upgrade to the latest version.
Full upgrade includes the upgrade of the ControlUp agent on the endpoints. Due to backwards compatibility of the ControlUp Agents, customers tend to forget/postpone this part of the upgrade sometime for many months.

In the last version ControlUp development engineers have included an important security enhancement on the agent side and as a security aware company ControlUp wanted to ensure that all customers will enjoy the best security measurements we have to offer.

Furthermore the challenge was to do this without increasing the number of support tickets. To ensure this ‘call to action’ for the customer needed to be a simple to follow and clear as possible.
With EverAfter the ControlUp Customer Success team was able to achieve this goal in a very short time.

24% of ControlUp unmanaged customers upgraded their product in a short period of time features thanks to their EverAfter personalized hub. And they said so themselves.

The Solution

EverAfter’s personalized hubs communicate to the customers the security advantages of the new version and simplify the upgrade process with a step by step 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, 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.

ControlUp’s customer-facing EverAfter Hubs

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Yair Bortinger
Head of Customer Success Operations, ControlUp

What ControlUp’s team loves about EverAfter

To- Dos Widgets

ControlUp’s Customer Success team uses their customer hub’s ‘To- Do’s’ widget to provide the specific tasks that need to be completed during  the version upgrade process for their power users. With the user feedback (checking the completed tasks) the customer success team was able to validate that the task was completed properly. In the cases the CS team detected a technical issue, they notified the customer in the Hub for the user to address and complete the task properly.

Timeline Widget

The ‘Timeline’ widget is exactly what ControlUp’s customers need to make sure they are completing every step of the security update process, and confirm their progress as they proceed. What’s more is that it became even easier for ControlUp’s Customer Success team to keep track on each customer’s process — without the need for high-touch engagement.

The Result

ControlUp users can take initiative in accomplishing their tasks independently thanks to their EverAfter hubs. Their CSMs can cheer from behind-the-scenes as tasks are completed, ensuring that their customer engagement remains positive, simple, and headache free.

What’s the proof? Well, would you believe it that one ControlUp employee alone oversaw over 700 customers manage their end-to-end processes, with less than 10 support tickets!?

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Read EverAfter reviews on G2

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