Hypercare is a service that DESelect offers. This service privileges customers to dive deeper and co-create use cases or segmentations that use their own data model together with their respective Customer Success Manager.
Normally, a hypercare duration is 3 man-days (24 hours) however, DESelect is not limiting it to that. A customer can amend the man-days or hours as an ad-on in case there is a need for more. Hypercare should be taken within the first month after the contract start date unless priorly agreed differently.
There are some activities that take place and DESelect recommends taking advantage of them during the hypercare period.
Reviewing specific use cases
Besides the standard exercises in the training, additional calls are done to do exercises in groups based on the customer's data model and real segmentation use cases.
The customer needs to provide insights into the data model and typical segmentation needs at least 7 days before the exercises take place.
Predefined Relations are something that can be configured in DESelect Segment, which makes it much easier for users to work with the data.
This is very crucial during the beginning of the onboarding since this feature can save the customer's time due to some advantages it provides. (eg. instead of educating users that are not familiar with the data model, those users can create their own Selections seamlessly).
It is highly recommended to have this set up at the beginning of the hypercare. Though this is something that any administrator can do, we can also do it for you.
The Customer Success Manager will reach out if the customer needs a hand in setting up Picklists.
This feature can eliminate the probability of human error (typing error) when creating filters. In addition, it also allows the end-users who are not so familiar with the data set to easily select values from the drop-down list making it so much simpler and faster to create conditions.
That being said, DESelect recommends setting this up (at least the most commonly used ones) within the first 7 days for better efficiency and experience. The Customer Success Manager can offer a hand if needed.
Converting SQL to DESelect Selections
A technical Customer Success Manager with strong knowledge of SQL can help you convert a SQL query into a DESelect Selection.
It is required that you send the query in advance for the Customer Success Manager to investigate and convert it into a Selection.
Once the conversion is done, a call can be set up to discuss and explain how the query got translated.
Co-creating of Master Data Extensions
The use of Master Data Extensions is a best practice we recommend to all customers, to make it easier for users to work with the data without having to understand the data model and improving the overall performance of Selections.
Your Customer Success Manager can advise you on how to create these master segments based on your data model and segmentation needs.
Scheduling weekly or bi-weekly calls
The Customer Success Manager and customer can set up weekly or bi-weekly calls to review the use cases or tasks that need to be provided during the hypercare period.
This is an interactive call between both, and it's a good time to do some hands-on practices with the customer's data and do some question-and-answer discussion. During this time, the Customer Success Manager will also provide you with some best practices and optimization tips.
Jumping into Ad-hoc calls
You will get a link to book 15/30-minute time slots in your dedicated Customer Success Manager's agenda during Office Hours in case you encounter a hiccup when creating a Selection or to review specifics that you are interested in (eg. features, improvement ideas).
The Customer Success Manager will quickly connect with the customer and provide support or advice.
Note: credits are used the moment the call is booked, no matter how many users attend the call (even if nobody shows up).
Reviewing Selections built
The Customer Success Manager can review your Selections and advice on the use of best practices.
Investigating discrepancies in results
If you have built a Selection with DESelect, and are not getting the results you'd expect, your Customer Success Manager can help you debug.
Building scoring model
Build a scoring model together with your Customer Success Manager.
Reviewing engagement improvements
Your Customer Success Manager can help build Selections to help with saturation control, improve personalization, identify undersaturated customers.
In conclusion, since the Customer Success Manager will be looking into a customer's data model, here are some takeaways for the customer:
- Faster inquiry resolution due to a deeper understanding of the data model.
- Provide more extensive support to the customers.
- Spot more optimal ways of creating your Selections.
- Proactively advise customers with best practices and pro tips enabling them to transform Selections into more comprehensive and targeted ones as efficiently as possible.