Customer Success Approach
Our Customer Success team is your partner in achieving success with TrendMiner. Your Customer Success Manager will act as a strategic advisor and guide you through the different stages of the customer journey, based on change management best practices, learnings from hundreds of TrendMiner implementations, and your desired outcomes.
A team of Technical Support Engineers, CS Architects, and Data Analytics Engineers is ready to support you every step of the journey, from the technical setup over first value realization to rolling out TrendMiner to your entire organization. Additionally, the team ensures every new TrendMiner user has access to the necessary resources to get started and realize value with TrendMiner as soon as possible.
The TrendMiner Customer Journey, based on change management best practices, consists of 3 stages:
This stage focuses on setting up a performant and future-proof TrendMiner installation, identifying and clarifying your desired outcomes, and introducing your key users to the software, based on a set of selected use cases to prove first value.
During the Adoption Stage the users further deep-dive into the platform, solving relevant use cases with the help of our Data Analytics Engineers. During this stage, the use of TrendMiner becomes embedded in your daily operations.
The ultimate Value Stage is reached when your initial objectives have been met and the value of TrendMiner for your organization is proven. After this point, your Customer Success Manager will partner with you to further roll out TrendMiner, identify new opportunities and extend the achieved value.
Our Customer Journey has a proven track record of over 200 successful TrendMiner implementations. Its success lies in a standardized approach, that can be tailored to your individual objectives and needs, guided by a team of industry experts.
TrendMiner Explore Program
The TrendMiner Explore program provides the perfect way to assess the value of TrendMiner for your company. After a successful installation, our Data Analytics Engineers will work with a selected group of key users on your end to establish that value. They will provide a thorough overview of the fundamental TrendMiner functionality before diving into a set of use cases based on your processes and data.
Use cases from each of 4 key value streams will be identified based on inspirational use cases provided by us and input from your key users:
To make sure every new user get properly introduced to TrendMiner and maximize their chances of success, a self-service onboarding journey was embedded directly into our software. On their first login, users will be introduced to TrendMiner and it’s core functionalities via small in-app guides and short videos. These can easily be revisited via the Help menu, which also directs to other useful resources such as the in-app user guide, eLearning platform and our live in-app support chat.
The in-app onboarding journey is complemented with a series of onboarding emails, deep-diving into the TrendMiner functionalities with a focus on easy day-to-day use cases to implement in your everyday way-of-working.
On a monthly basis, our Data Analytics Engineers host TrendMiner Fundamentals webinars in multiple languages and timezones to introduce new users to the software. These webinars go broader than the self-service onboarding and cover all fundamental functionality to succeed with TrendMiner. TrendMiner Fundamentals webinars are interactive training sessions, offering hands-on exercises the users can perform on their own TrendMiner setup, using the built-in demo data. Attendees have the opportunity to ask questions to further improve their understanding of TrendMiner
Advanced Online Training Sessions
More experienced TrendMiner users are invited to regular advanced training sessions, covering selected topics, to extend their knowledge of the TrendMiner platform and discover new use cases. These virtual instructor-led training sessions aim at building a deep understanding of the selected functionality via inspirational use case examples and hands-on exercises so that the learnings can immediately be applied to your own processes. Advanced online training sessions are offered in multiple languages and time zones.
Users who prefer self-paced learning can register for free TrendMiner eLearning courses, available via the Software AG learning platform. The catalogue of available TrendMiner courses ranges from basic training for new users, over Essentials programs that cover the full TrendMiner functionality, to update trainings highlighting newly available functionality to stay up to date with the latest changes.
All eLearning courses are video-based and consist of bite-sized pieces of content, so learners can start and pause learning at their convenience. Hands-on labs offer the opportunity to practice learnings on your own TrendMiner setup, based on the built-in demo data.