Jakob Carlbring
Chief Experience Officer
From implementation to long-term value
Supporting the full Journey
Choosing a platform is only the beginning. Real success depends on how quickly you get live, how well your teams adopt the solution, and how consistently the platform delivers value over time.
At Quiddly, Customer Success is included and built to support the full journey. From project initiation all the way to continuous optimisation. We work as a long-term partner, not just a software vendor.
The delivery model
Throughout the journey, no matter the scope, your dedicated Customer Success Manager coordinates progress, secures alignment, and ensures that implementation translates into real operational value. Below you’ll find an overview of a typical project timeline.
Requirements
- Align stakeholders early
- Map business needs
- Define delivery foundation
Development
- Build with purpose
- Review across teams
- Test before release
Configuration
- Confirm project scope
- Align delivery plan
- Begin system setup
Training
- Prepare teams for launch
- Coordinate technical readiness
- Train relevant users
Hypercare
- Support live transition
- Increase expert guidance
- Resolve issues quickly
Adoption
- Embed daily operations
- Increase platform usage
- Adjust workflows as needed
Management
- Maintain regular follow-up
- Monitor usage and KPIs
- Support long-term planning
{ Project foundation phase }
Although the foundation phase precede Customer Success, it sets the groundwork for the customer experience ahead. This phase consists of two steps: requirements and development.
Requirements
We bring together key stakeholders from both your team and ours to build a shared understanding of your business, processes, goals and operational needs. From there, the project can move directly into configuration or continue through development.
Client portal accessApprove role setup
ERP payment syncClarify source fields
Decision workflowSnooze limit review
Reporting packageConfirm KPI scope
Approved
Snoozed
Clarify
Product
Design
Development
Delivery
Shared
review
review
Development
We work with agile development practices, structured review cycles and close collaboration across teams. Before release, new functionality is tested in dedicated environments for stakeholders. Once development is approved, the project moves into implementation.
{ Implementation phase }
This phase covers the journey from project configuration to launch and adoption. It is designed to reduce risk, create momentum, and ensure your teams are prepared from day one.
Configuration
This phase establishes the foundation for the implementation. We define key requirements, confirm the setup approach, and create a plan for delivery as well as migration if that is applicable. This is also where the onboarding structure is introduced and the system setup journey begins.
Configuration
Client Portal
ERP Sync
Score Rules
Legacy Export
Insurance Limits
Saved
Training planWeek 1
09:00 Platform walkthrough
11:30 Operator training
14:00 Follow-up session
Training
Once the project is underway, the focus shifts to preparing your organisation and environment for launch. This includes ongoing follow-up meetings around the system setup checklist, training sessions for relevant teams, and coordination of integration work.
Hypercare
Go-live is a milestone, not the finish line. To support a stable transition, we enter a hypercare phase with closer follow-up, increased guidance, and reinforced support. Depending on the project, this may include daily check-ins, hands-on advisory, and on-site support.
Go-live support
GO-LIVE
HYPERCARE
System live
Daily check-ins
Reinforced support
Stable transition
Operators
Clients
Debtors
CSM
Quiddly Core
Adoption
After launch, the focus turns to getting the platform fully embedded in day-to-day operations. This means supporting users, increasing volumes and adjusting workflows where needed. Once operations have stabilised, the partnership transitions into ongoing success.
{ Ongoing success }
Our ongoing management model is designed to help you protect system health, strengthen adoption, monitor performance, and identify opportunities for further improvement.
Management
Your Customer Success Manager remains your central point of contact throughout the partnership. This includes regular operational follow-ups, KPI monitoring, training coordination, and broader business discussions as your needs evolve.
During the first months after onboarding, the emphasis is typically on adoption and operational fit. Later, the dialogue shifts further toward strategic development, optimisation, and long-term value creation.
Financing automation rate
86%
Decision velocity
92
Unplaced payment time
2.1d
NPS score
48
Platform users
Lina Felixsson
Customer Success Manager
Questions about Customer Success?
Customer Success at Quiddly is designed to guide you from the early project foundation through implementation, adoption and ongoing management. Each phase is built to create long-term value.
If you have questions about the process, how we work, or what Customer Success means for your organisation, we’ll be happy to help.