Effective client configuration management is crucial for ensuring ongoing client success and maximizing the value they receive from Richpanel. This guide outlines our proactive approach to monitoring, updating, and optimizing client configurations.

1. Monitoring Client Usage Patterns

<aside> 💡 We’ll come up with a flow to automatically flag clients with poor usage and adoption. In the interim, we’ll hand pick 3-5 accounts each week that we can improve.

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Usage Analysis

• Look for:
  • Features being underutilized
  • Areas of high engagement
  • Unusual patterns or drop-offs in usage

Utilization Metrics

• Track key metrics such as:
  • Active agents
  • Inbox backlog
  • Contact drivers and knowledge gaps in self-service portal
  • Frequency of use for each major feature: macros, views, automation rules.
  • Their response times
  • Their Customer satisfaction scores

Identify Improvement Opportunities

• Based on usage data, identify areas where:
  • Configuration changes could improve efficiency
  • Additional training might be beneficial
  • New features could address unmet needs

2. Proactive Client Outreach

Check-ins

• Use these calls to:
  • Discuss current usage patterns
  • Gather feedback on pain points or desired improvements
  • Share relevant new features or updates

Configuration Update Plan

• Prepare personalized configuration update plan based on usage analysis and client feedback.
• Include in each proposal:
  • Specific configuration changes recommended
  • Expected benefits of each change
  • Implementation plan and timeline

New Feature Introduction

• When new relevant features are released:
  • Assess which clients would benefit most
  • Prepare a tailored introduction of the feature for each client
  • Demonstrate how the new feature aligns with their specific business goals

3. Documentation and Tracking

Configuration Change Log

• Maintain a detailed log of all configuration changes for each client.