At Lakeside Kickoff 2021, we announced the newly optimized Lakeside Customer Success approach — a new vision and strategy for the evolution and growth of our customer, partner, and MSP digital experience management programs. A successful DEM program requires more than just tools. You need a trusted partner to help you become a DEM Rockstar at your organization by building a winning digital experience team, communicating IT’s value to the business, and leveraging the forefront of DEM innovation.

Here is the breakdown in 10 minutes or less. For more information or details please contact me. As a Customer Success Leadership Team, it is our mission to ensure your team is fully supported to lead the digital employee experience revolution.

High-level we have one simple goal

Partner with our customers, partners, and MSPs to develop a structured, programmatic approach to digital experience transformations.

Our mission as a CS team

We ensure customer success by driving positive business outcomes that enhance the exceptional value of Lakeside’s market-leading products.

How we do it

We ensure the best outcomes by:

  • Identifying strategies and project plans that improve IT visibility, boost productivity, and reduce costs
  • Optimize efficiencies that accelerate time to resolution for all use cases through the set-up of instant performance-based dashboards
  • Provide expert technical consultation to ensure best end user and project outcomes when utilizing Lakeside’s products
  • Allow programs to scale over time via centralized cloud or on-prem platforms

Lakeside delivers the most comprehensive use case coverage and program value analytics in the industry to yield the highest ROI for our customers and Lakeside’s optimized CS team will ensure that happens.

Get SysTrack Certified

Our free certification courses provide customers and partners the opportunity to deepen their knowledge of SysTrack within our self-paced, online learning platform.

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Your Lakeside team

Every customer, partner, and MSP with a Lakeside CS package has access to:

  • Named Customer Success Manager
    • Trusted advisor to mature your DEM posture and ensure value realization
  • Named Customer Success Engineer
    • Technical consultant to deliver an optimized product experience and live enablement 
  • Technical Support
    • Unlimited tech support access to for set ups, upgrades, and to help integrate into your environment.
  • Enablement
    • Unlimited 3-Level Certification Course Access
    • Unlimited Fast Start Online Training
    • 3-Day Live Webinar Training (Deliverables and touchpoints vary based on CS package purchased)

What activities help drive your DEX positive business outcomes

Customer Success Manager

Customer Success Engineer / CS Advanced Consultant 

Technical Support

Enablement

Program Kickoff

Architect Implementation, Documentation, Access & Groups Set Up

Support Implementation Set Up &  New Device Setup/Testing

Certification Course Access

Milestone, Use Case & Goal Planning

Use Case Implementation Guidance 

Break Fix Support

Fast Start Training Online

Coordination of All Online Enablement Tracks 

Platform Upgrade Guidance

 

3-Day Live Webinar Training

Roadmap Review & System Upgrade Communication

Live Product Demos

   

Regular Status Calls

Standard Dashboard & Integration Set Up (Kits & Prewrapped Integrations)

   

Business Review Including Value Metric Delivery

Customer Environment Health Check

   

Develop Rolling 30,60,90-Day Program Plan

Coordination & Delivery of 3-Day Webinar Training

   

Define Roles & Responsibilities

Use Case Optimization Consultation

   
Monitor Support Queue

Custom Dashboard & Integration Creation (Non Kit)

   

 

Your customer journey

Overview of Lakeside's continuous customer journey from onboarding to execution to optimization

Thank you for your partnership! If you have feedback or questions, please contact me.