Methodology
Four pillars of the SOLVIX Customer Success model
Onboarding
Guided 30/60/90-day plan covering configuration, data migration, training and first-value milestones — co-built with the customer's project sponsor.
Health scoring
Continuous adoption telemetry across users, modules and workflows. Risks are surfaced early so the success manager can intervene before they hurt outcomes.
Value realisation
Quarterly value plan with measurable KPIs: cycle-time reduction, close-the-books acceleration, payroll error rate, DSO, OEE. Reviewed in every QBR.
Premium support
24/7 multilingual support, named technical account manager for Premium and Mission-Critical tiers, and contractual SLAs with credit-back guarantees.
Lifecycle
From kick-off to expansion
- 01Kick-offCharter, sponsors, success criteria and executive steering committee in place within 14 days.
- 02OnboardingConfiguration, migration and training driven by the 90-day plan.
- 03AdoptionUser onboarding, change management and module activation tracked weekly.
- 04Value reviewQuarterly business reviews with measurable KPI deltas and executive read-out.
- 05ExpansionNew modules, entities and geographies activated as the customer grows.
Support tiers
Match the right level of support to your business criticality
Essential
- Self-service knowledge base
- Community forums
- Standard onboarding
Professional
- Named Customer Success Manager
- Quarterly value review
- Configuration assistance
Premium
- Named Technical Account Manager
- Monthly executive review
- Solution architect on-demand
- Annual health audit
Mission-Critical
- Dedicated war-room on incidents
- Designated VP-level sponsor
- Private cohort for SOLVIX Academy
- Pre-release access and roadmap influence
Global service organisation
A team that follows the sun
SOLVIX Customer Success operates from London, Paris, Casablanca, Dakar, Abidjan and Singapore — in English and French — with localised expertise on UK GAAP, IFRS, SYSCOHADA and the main national payroll regimes.