Working together · Process and guidance
Customer Success: personal, strategic, measurable.
Other providers support you at the start. ChurchDesk remains – every day afterwards: structurally anchored from implementation to growth, at parish, organisational and product level.
Customer Success
What Customer Success is – and what it isn’t.
Our Customer Success team is structurally anchored in your platform – not merely reactive support, so expectations are clear from the start:
Customer success means...
Proactive partnership
We support you through every phase – introduction, stabilisation, deepening, growth.
Strategic advice
We help you use new functions in a targeted manner – before you ask for them.
Common goal definition
Clear success criteria, measurable and agreed upon.
Escalation management
We coordinate internally for you – you always have a contact person.
Usage analysis & optimisation
We see where platform potential remains unused – and take action.
What Customer Success is not...
No reactive help desk
Our support team solves support tickets – Customer Success works proactively.
No substitute for training
Training is part of the onboarding package. Customer Success relies on this.
Not pure project management
Not just managing milestones: Customer Success supports ongoing operations.
No sales pitch
Customer Success has no revenue target. The priority is your success on the platform.
Not a one-time solution
Not a one-off kick-off meeting, but a long-term active partnership.
Customer Success is not a hotline. It is a partnership embedded in your organisation. That is exactly our goal.
Partnership & Governance
Partnership on three levels.
We do not measure success by signing a contract, but rather by sustainable use in the parishes. That's why we support your organisation on all three levels at the same time – today for 15 dioceses and regional churches.
Operational – in the parish
Each parish has its own customer service, embedded in the common roll-out concept. The Health Score uses data to show where usage is contributing and where we follow up – so that the value is reflected in our daily work.
Strategically – in the diocese or regional church office
A dedicated Customer Success Manager supports the entire project, plans communication with you and is your escalation route for strategic issues – a person who knows your organisation.
On the product – with your signature
Your requirements are incorporated into the further development: The intentions module was created together with southern German dioceses, and the ChurchDesk Summit is the exchange platform for this.
Customer Success Lifecycle
Your service package – in every phase of the partnership.
What ChurchDesk specifically delivers – from implementation to lasting impact.
- Month 0–12
Phase 1
Onboard
Strategic kick-off coordination, onboarding training for all parishes, digital homepages and forms.
- Month 3–15
Phase 2
Stabilise
Health score monitoring, proactive adoption reviews, multi-channel support, webinars and learning resources.
- Month 6–18
Phase 3
Deepen
Strategic quarterly discussions, feature consulting and best practices, target group-specific training, benchmark reporting.
- ongoing
Phase 4
Grow
ChurchDesk Summit, regular product development updates, new module extensions, roadmap influence and strategic annual planning.
The path to partnership
The start: kick-off and roll-out concept.
At the beginning there is no licence handover, but a strategic kick-off coordination: Together we translate your requirements – for example from your specifications – into a roll-out concept that fits your structures and your time horizon.
- Parallel roll-outs: Hundreds of parishes are rolled out in parallel – not one after the other over years.
- Multipliers: Central training courses in the regions anchor the knowledge in your area.
- Proven: In dioceses such as Fulda and Mainz, over 95% of the parishes were successfully on board within 12 to 18 months.
Everyday life: Supporting each individual parish.
After the start, the real work begins – and that's exactly where we stay. Each parish goes through its own onboarding training; We have already carried out over 5,000 training courses.
The Customer Health Score continually shows us how well each parish is working with the platform. Where usage stalls, we proactively reach out with adoption reviews, webinars and learning resources before an open question becomes a problem.
Ongoing governance: quarterly discussions and annual planning.
To ensure that the project remains controllable at a central level, we give the partnership a fixed rhythm – with numbers that you can take with you to your committees.
- Strategic quarterly discussions: status, obstacles and next steps – regularly at management level.
- Benchmark reporting: How does usage compare – between parishes and with other organisations?
- Strategic annual planning: New modules, priorities and goals for the coming year – agreed upon together.
Multi-channel support
Accessible in everyday life – on all channels.
A professional support team for over 10,000 parishes: Every user gets help in the way that suits them.
Telephone
Direct availability for urgent questions – immediately.
Live chat
Real-time support, directly from the application.
Email
Asynchronous processing with response in less than one business day.
Help Center
Detailed instructions and topic-specific videos – available 24/7.
Webinars
Live and on-demand: learning formats for beginners and advanced learners.
Training
Over 5,000 training courses completed – target group-specific, from the municipal office to administrative management.
Support that convinces – the last 12 months in numbers.
- 18,000+
- written support conversations
- 16,500+
- Support conversations on the phone
- 4.7/5
- average satisfaction score (CSAT)
- 5,000+
- training sessions delivered
Customer voice.
With ChurchDesk we create a unified digital basis for the pastoral rooms. It's about us as the Catholic Church being accessible to people and day-to-day business not being burdened by excessive bureaucracy. ChurchDesk is intended to help create more space for pastoral care and to release all energy for parish life.
Experience how ChurchDesk supports your organisation.
Arrange a non-binding initial consultation – and get to know the customer success model in detail.