“The goal of providing a best-in-class experience for our customers, drives every decision we make at GUIDEcx,” says Pete Ord, founder & CEO. “We pride ourselves in being able to not only understand the current needs of our customers but also anticipate their future needs and then provide a solution for them. Our latest release gives our customers guided insights which allow them to optimize their processes, drive customer satisfaction and help reduce churn.”

In addition to these new updates and features, GUIDEcx has added new integration capabilities for Jira and SharePoint that will allow customers to increase automation and keep projects simple. GUIDEcx has also added multiple functions for resource management, enhanced COMPASS project notes and notifications, implemented a watch list for tasks, added new fields to the template library, and augmented the template analysis dashboard. Each of these updates contributes to the path of innovation GUIDEcx continues to provide for their customers.

GUIDEcx will continue to build client confidence through visibility into the processes and products so their customers, in turn, can succeed.

Customer Dashboard

Better manage your customers with a high-level overview of their active projects and gain insight into customer health via consolidated CSAT scores and aggregated task or project statuses.

Product Features/Benefits

• Primary Contact: Displays the primary contact of the customer and has navigation options that allow for editing
• Project Status Widget: Displays the percentage of projects in certain statuses, namely On Time, On Hold, and Late, and Completed*. 
• Task Status Widget: Displays the percentage of tasks in certain statuses, namely Done, Remaining, and Late, and Completed*. 
• Average CSAT: Displays the average CSAT score for the customer
• Project Table: Displays the individual projects of the customer and provides details regarding status, CSAT, and forecasted end date

*when “Include Completed Projects” is toggled on

Want to learn more about the new Customer Dashboard? Read our article that focuses on this new feature.

CSAT Tool (Customer Satisfaction Survey Tool)

GUIDEcx’s CSAT tool gives providers insight into how customers feel during and after their onboarding experience, enabling decisions to modify processes to deliver more customer service and value.

Product Features/Benefits

• The no-hassle, prebuilt survey takes the pain out of gathering customer feedback.
• Ability to automate CSAT after a milestone or project completion
• Utilize CSAT Reporting to understand trends at a higher level and dive in deeper to areas needing improvement, using key data points:
  • • CSAT for active projects
    • Total CSAT for all projects
    • Average CSAT by project
    • Average CSAT by milestone
    • CSAT trend
    • Comments from individual users

“We continue to invest in helping organizations work better together,” said Cody Irwin, Vice President of Product. “Our new Customer Management experience will help providers better program manage complex customers that have multiple projects in flight; our Integrations Marketplace redoubles our commitment to have integrations that help organizations work smarter with existing systems; and our CSAT feature will help providers and customers engage in new ways and improve. We’re excited to see how these updates help providers GUIDE their customers towards successful onboarding experiences.”

Read our article on CSAT to learn more about monitoring customer sentiment.

Integrations Marketplace

Streamline your onboarding processes through the GUIDEcx Integrations Marketplace, where you’ll find purpose-built integrations for your sales, success, and communication applications. Learn more about available integrations, manage your connections, and self-onboard when applicable.

Read the blog post on Integrations Marketplace to learn more.

Status Change Reasons

Status Change Reasons gives providers the ability to track why a project is on hold, delayed, or canceled so they can identify areas that require additional attention, mitigate risks for project delays, and keep key stakeholders informed throughout the process.

Product Features/Benefits

• Set up custom Groups (key high-level reasons projects may be delayed).
• Dive deeper into the specifics of a project delay by setting up custom Reasons within each Group.
• View aggregated data in the Status Change Reason Report to identify recurring groups and reasons that commonly lead to product delay or cancellation so your team can implement changes.

Visit our article highlighting Status Change Reasons to learn more about this new feature.

Additional Product Updates and Features

In addition to these new updates and features, GUIDEcx has added new integration capabilities for Jira and SharePoint that will allow customers to increase automation and keep projects simple. GUIDEcx has also added multiple functions for resource management, enhanced COMPASS project notes and notifications, implemented a watch list for tasks, updated the navigator reporting view within the template library, updated mobile app version, and augmented the template analysis dashboard. Each of these updates contributes to the path of innovation GUIDEcx continues to provide for their customers.

GUIDEcx will continue to build client confidence through visibility into the processes and products so their customers, in turn, can succeed.

Your Guide to the October 2022 Release

Join us on Wednesday, Nov. 9 at 3pm ET as our CTO and product managers will Guide you on a deeper look at the key Q4 product features including Customer Dashboard, Status Change Reasons, Integrations Marketplace and CSAT. There will be a Q&A session at the end so our team can answer any specific questions you may have.