CS Operations

How CS Ops Drives
Business Value

Enabling smarter decisions  ·  Scaling AI  ·  Accelerating customer outcomes

01
Platform Strategy, Adoption & Governance
CXT Workspace & AppCentral
02
Data Analytics & Performance Intelligence
From reporting to decision intelligence
03
AI Enablement & Automation Transformation
Scale · Standardize · Embed · Accelerate
04
PS Ops Excellence
Operational backbone of Professional Services

What We Do & Why It Matters

Connecting Strategy to Execution

People
→
Processes
→
Platforms
→
Intelligence
→
OUTCOME: Predictable · Scalable · Effective
How We Drive Value
Standardize
Governance & Process
Playbooks, lifecycle standards, and frameworks that drive consistent execution across regions and teams.
Illuminate
Data & Visibility
Centralized reporting, performance metrics, and executive dashboards that turn data into decisions.
Accelerate
AI & Automation
AI Assist, workspace enablement, knowledge governance, and adoption tracking that scale CX impact.
Coordinate
Cross-Functional Alignment
Operational bridge between Support, Engineering, Product, CXM, Cloud, and Leadership.

2026 Priorities

Where We're Headed

Seven strategic pillars enabling scale, intelligence, and measurable customer outcomes across all regions and teams.

01
Customer Value
Customer Education & Adoption
  • Deliver AI-powered learning content
  • Enable customer self-service
  • Reduce support dependency
  • Improve product adoption & satisfaction
02
Retention
Customer Health Scoring
  • Define health score model
  • Track case volume & open cases
  • Monitor NPS & renewal risk
  • Measure product adoption
03
Platform Enablement
PE Workbench Rollout
  • Phased rollout · 5 pilot products
  • Expansion to 80+ products
  • Targeted training & enablement
04
CS Foundation
CXM Team & Playbooks
  • Build and train the CXM team
  • Develop playbooks
  • Build the CXM workspace
  • Train CXMs & Engineers
05
Programs
Customer Programs Admin
  • NPS workflows
  • CAB assistance
  • Reference program support
06
Risk Management
At Risk Program — All Regions & Teams
  • Program rollout & enablement
  • Monitoring & execution oversight
  • Regional adoption & consistency
  • Reporting & continuous improvement
  • Cross-functional coordination
07
AppCentral
AppCentral Expansion
  • Onboarding acquisitions
  • Ask Aptean rollout
  • Community portal building
  • Salesforce sunset
  • Invoice enabling
  • New features testing & rollout

Platform Strategy, Adoption & Enablement

CXT Workspace & AppCentral — Structured enablement, testing and adoption

01
Platform Strategy, Adoption & Governance (CXT Workspace & AppCentral)
Structured enablement: kickoff calls, demos, ApteanU courses, working sessions
→ Consistent enablement baseline across teams
Enablement
Cross-functional pilots, Change Champion testing, centralized issue tracking
→ De-risked rollout; improved usability before full launch
Testing
Gamified AppCentral Customer Outreach Program to drive adoption
→ 17 users recognized for driving engagement & case submissions
17 users
Customer-Facing Agent Enablement — scaled Ask Aptean across product lines
→ 5 pilots yet to go-live; 45+ products in enablement pipeline
45+ products
Aptean Connect Sunset — Connect retired (May 1), 719 migrated across 3 products
→ 100% support transition, zero legacy; SF team validating & decommissioning accounts
719 cx migrated

ApteanU Training — Reach & Completion

Click Open Course to open in a new tab

Course Enrolled Completion Link
NPS Personal Touch – CXT Workspace
Customer engagement & AI-enabled case management
 105
75%
 Open Course
Overview of CXT Workspace
Platform navigation, case handling & key workflows
 395
93%
 Open Course
AppCentral 2.0 Overview
Core functionality, key modules & FAQs
 538
20%
 Open Course
AppCentral for Support
Issue & bug submission workflows for support teams
 407
75%
 Open Course

Data Analytics & Performance Intelligence

From Reporting to Decision Intelligence — click any card to open the live dashboard

Power BI
Agentic AI Dashboard
Centralized visibility into AI cases, agent rollout, and analyst effort across all product lines.
Faster gap identification, improved effectiveness, scaled AI adoption
Open Dashboard
Power BI
Daily Business Pulse
Tracks daily/weekly backlog trends & prior day performance across all support queues.
Reinforces 24-hour resolution; enables faster data-driven decisions
Daily Refresh Backlog & Trends
Open Dashboard
Power BI
QBR Dashboard
Replaced manual QBR PPT (~10+ hrs/quarter). Fully automated, accurate, real-time quarterly review.
Effort cut to ~1 hr; visibility for 7 GMs + CXT & CEP PODs
10× Faster vs manual PPT build
Open Dashboard
Power BI
Weekly CXT Insights to TVN
FT Contribution, Picked%, DP by Speciality Type, AI usage tracking across 32 products.
FT Contribution +7% (69%→74%); DP Specialist cases −22% (27%→21%)
32 Products AI Usage & Helpfulness >90%
Open Dashboard

Dashboard Diaries — Monthly Leadership Update

Monthly digest for POD leaders — key enhancements across Support, CXT, NPS & Agentic AI dashboards

Open Latest Edition

AI Enablement & Automation

Scale  →  Standardize  →  Embed  →  Accelerate

Enable
AI Foundation Sessions
Working sessions to understand Aptean Intelligence Studio; identify high-impact product use cases and build AI agents.
→ Teams across product lines enabled to independently identify and build AI agents
Scale
89
Agents Live
Mission 100
Launched mid-Q1 to eliminate repetitive issues and turnaround time. Biweekly build-test-deploy sessions.
→ 89 AI agents live in CXT Workspace; ongoing deployment
Standardize
87
Agent Docs
Centralized Agent Hub
Built a centralized SharePoint hub — 2 generic + 85 product-specific agent documents. One source of truth.
→ Consistency and scalability; no duplication of effort
Open SharePoint Hub
Quality
77
Validation Agents
Output Quality Assurance
Introduced 77 Validation agents to verify AI outputs against a ≥60% match threshold across all product lines.
→ Improved response accuracy and consistency
Capability
248
Users Enrolled
Mastering AI Agents — ApteanU
Prompting, agent architecture, flow patterns, workflows. 60 completed; 92 in progress.
→ Building internal AI capability at scale
Open Course
Coming Soon
AI Adoption Analytics Dashboard
Developing dashboards with AI team: active agent counts, outputs generated, failure reasons, cases handled per agent.
→ Full visibility into live agent performance — enabling faster course correction at scale

PS Ops Excellence

Operational Backbone of Professional Services

Collabs
513
Closed YTD
2.4d
Avg Res.
62.8% CoE
Timesheet adjustments, billing portal, permissions, and stage updates managed end-to-end.
Credit / Rebills
155
Closed YTD
1.6d
Avg Res.
49% CoE
Invoice corrections and billing discrepancies resolved with minimal revenue delay.
SD Tickets
103
Closed YTD
4.0d
Avg Res.
99% CoE
Certinia issues resolved internally — 99% CoE ownership, minimal escalation.
Key Win: Billing Automation
Sync failures reduced ~85%  ·  Timecard readiness validated proactively  ·  4–6 hours freed weekly for higher-value work across the PS Ops team.