Customer Experience

Your customer journey with PROS begins with the onboarding process. Onboarding is a critical step towards delivering on the agreed upon business outcomes. Our goal is to build a solid foundation as a springboard for future interactions throughout your journey with us. As our customer, you can expect a smooth and predictable process that includes:

• A Welcome Package and introduction to your Customer Success Manager (CSM)
• Change management and adoption planned throughout
• Communication and clarity consistently prioritized
• Project objectives defined early on
• Quick time-to-value
• World-class service and support unmatched by our competitors

Our commitment to customers does not end after implementation. Driving adoption is another important component for achieving promised value. Here’s a look at some of the ways we partner with you to ensure full adoption of your PROS solutions:

• We ensure smooth hand-offs between each PROS contact who is fully engaged with project goals, milestones, and business objectives
• We partner with you to devise a solution adoption strategy
• We provide tools to help you identify internal resources to lead change management and we facilitate those activities
• We lead webinars to help you get the most out of your PROS solution for various user levels

Partnering with PROS means that we remain committed to your success beyond the implementation of your project. We continue to engage with you as your business needs evolve, striving for true value delivery and an outstanding experience. Value delivered after the implementation is facilitated by:

• Post implementation engagement from CSMs (including Executive Business Reviews)
• Proactively identifying data & KPIs for analysis (Solution KPIs, Solution Usage, Solution Support Tickets)
• Education & training opportunities
• Value-added advisory, professional, and operational services