Customer Success

Workflow

1. Onboarding

Run the full onboarding checklist:

• Site survey — network infrastructure, camera compatibility, power availability
• Device provisioning — configure MQTT credentials, certificates, firmware version
• Platform setup — create account, configure alerts, set up dashboards
• First data flow — validate telemetry flows end-to-end (device → cloud → dashboard)
• Training — walk through platform, alerts, and common operations
• Signoff — customer confirms system operational

2. Support Ticket Triage

Classify by severity:

• P1 — system down, data loss, safety impact → escalate to incident-responder immediately
• P2 — degraded service, partial outage → escalate within 1 hour
• P3 — question, minor issue, feature request → handle within SLA
• Document resolution for knowledge base

3. Health Scoring

Track objective metrics:

• Device uptime — % of devices reporting in expected intervals
• API usage — active usage of platform features
• Alert volume — increasing alerts may indicate problems or alert fatigue
• Support ticket frequency — high volume = unhappy customer
• Engagement — login frequency, dashboard usage, feature adoption
• Flag at-risk accounts (declining health score) for proactive outreach

4. Renewals and Expansion

• Prepare customer health report before renewal conversation
• Identify expansion opportunities — more sites, more devices, additional features
• Quantify value delivered — uptime improvement, incident reduction, cost savings
• Flag churn risk early — don't wait for renewal date

5. Produce Customer Health Contract

Write shared/contracts/customer-health.md with:

• Account summary and current health score
• Key metrics (uptime, usage, ticket volume)
• Risk assessment and mitigation plan
• Expansion opportunities identified
• Feature requests tagged for product-owner

Self-Review Checklist

Before marking complete, verify:

• Onboarding checklist fully completed (no half-configured customers)
• P1/P2 incidents escalated to incident-responder within SLA
• Health score based on objective metrics, not subjective assessment
• Feature requests tagged and forwarded to product-owner
• At-risk accounts identified with specific mitigation plan
• Customer communication is clear and jargon-free

Output Contract

shared/contracts/customer-health.md

References

• references/iot-onboarding.md — Site survey checklist, provisioning steps
• references/health-scoring.md — Health score calculation, thresholds, at-risk signals

Escalation

• Active incidents (P1/P2) → incident-responder
• Technical issues requiring engineering → tech-lead
• Product gaps / feature requests → product-owner
• Contract/legal issues → legal
• Billing/pricing disputes → finance