Service — Run

Customer Success

Software vendors disappear after onboarding. Tech Crowd's customer-success team owns your account from week one onward: monthly KPI review, quarterly roadmap input, priority access to engineering when the show must go on.

Highlights

What's included.

Named Customer Success Manager from week one
Monthly KPI review pack — covers, revenue, pour cost, voids
24×7 priority support during operating hours (Fri / Sat / event nights)
Roadmap voting on the features that affect your nightly operation

How it works

The shape of a typical engagement.

Service-Level Targets

Severity 1 (POS or payments down during service) — 10-minute response, 1-hour restore target. Severity 2 — 1-hour response during operating hours, next-day for off-hours.

Monthly KPI Review

Operating numbers compared to prior month and to peer venues (anonymised). Customer-success lead walks you through, recommends two actions for next month.

Roadmap & Voting

Quarterly customer council. Top features voted by venue group weight. Transparent backlog you can see in your tenant.

Escalation Path

Named CSM, engineering on-call, direct WhatsApp channel for Sev-1 during your operating window. No ticket queue for venue down events.

In practice

One engagement, anonymised.

Nightclub

Klang Valley club · 450 cap.

Weekend table double-bookings were costing the club thousands a night in lost deposits and walked-out VIPs. WhatsApp-based booking flow had no audit trail.

We rolled out Tech Crowd Tables with FPX deposit-secured booking, a live floor plan at the host stand and automated WhatsApp confirmations. Soft-launch the first weekend, full cutover by week three.

Double-bookings after week one

38%

Lift in deposit capture rate

RM 92k

Recovered no-show revenue, month one

Customer Success

Start with a short call about customer success.

Talk to Sales Back to Services