Customer Success Strategies

How We Define Success

At Raftr, we define customer success as the proactive way in which we engage and enable our customers to achieve the full value of Raftr - to our mutual benefit. (Adapted from Gainsight). 

In short, we see your success as our success, and our dedicated team at Raftr will do everything possible to help you learn how to use our product successfully to meet your strategic goals. In particular, your dedicated Success Manager will be your partner every step of the way, from your community setup and admin training to your campus launch and success measurement. 

Learn more about how our Success Managers support Raftr partners here.

How We Support Success

Where many companies measure success by a customer being able to use the product, we measure success by our partners being able to use Raftr successfully. From initial onboarding of new customers to ongoing training for seasoned partners, Raftr has put people and resources in place to ensure your success at every step in the customer journey. 

One way we do that is through your dedicated Success Manager, who will serve as your trusted advisor to recommend best practices for Raftr based on their expertise. Whether you are launching Raftr for the first time or relaunching the platform to a new group of community members, your Success Manager is here to guide your strategy. They will meet with you regularly during the implementation process to advise on strategies for a successful launch and throughout your time with Raftr to share their ongoing expertise. 

Learn more about Raftr’s overall approach to customer training and support here.

Customer Success Strategies

Beyond custom training and strategy sessions specific to your implementation, Team Raftr is pleased to offer ongoing live training sessions for all our current partners on a quarterly basis. The focus of these training sessions rotates between product updates and success strategies, including topics such as developing a content strategy and best practices for community relaunch. 

These training sessions are geared toward Community Admins but open to anyone from your team, and available on-demand via YouTube for those who are unable to attend. In many cases, Raftr also debuts a “value add” resource such as a strategy worksheet or how-to video during these trainings, so you won’t want to miss out.

Below is a selection of our trainings and resources focused on customer success strategies.

Customer Success Trainings

Raftr Live Training: Community Success Strategies on September 2, 2021

• Video Recording
• Slide Deck

Raftr Live Training: Creative Content Strategies on November 11, 2021

• Video Recording
• Slide Deck

Customer Success Resources

Raftr Relaunch Strategy Worksheet

Raftr Content Strategy Worksheet

Raftr Community Content Calendar

Raftr Launch Kit (Ideas from Partners)

Learn more about our ongoing training for current partners, specifically Community Admins, here.

Success Measurement

Our partners use Raftr in a variety of strategic ways to reach their goals of:

• Providing community members a one-stop hub for their overall experience
• Centralizing staff communication with admitted students and their families
• Connecting students to their campus community (institution and each other)
• Increasing alumni engagement through modernized communication methods
• Empowering students to socialize and make the most of campus offerings
• Saving staff time through content automation and custom integrations on Raftr
• Leveraging the full potential the platform has for departments across campus
• Measuring community engagement and use data to drive student retention
• Increasing student enrollment through pre-decision community-building efforts
• Increasing alumni giving through marquee events like reunions and homecoming
• And more! 

Learn more about the powerful insights you have to track community engagement on Raftr here.  

Success Stories

We’re delighted to welcome new partners to the Raftr community! Whether you are new to Raftr or a seasoned partner, our customer success stories are the best way to see Raftr in action and learn new ways to leverage our technology. You’ll find a variety of case studies featuring current partners implementing Raftr’s solutions across the student journey - from admissions, to enrolled students, to alumni - on our website. If you are considering adding Raftr to your tech stack or expanding your usage of Raftr with a new solution, you can also request a demo or contact us at [email protected].

• Saint Louis University-Madrid (Admissions)
  Discover how SLU Madrid more than doubled enrollment numbers from the previous year, and increased first-year enrollment by 93%.
  
  
• Adelphi University (Academics)
  Discover how a professor at Adelphi University successfully leveraged the Raftr platform to compliment her original, online educational game about informal (unpaid) caregiving in the United States.
  
  
• University of North Carolina Charlotte (Orientation)
  See how UNC Charlotte connected incoming students to: staff, faculty, peer leaders & each other, to create a strong support network from day one.
  
  
• University of North Carolina Asheville (Orientation & Residence Life)
  In three months: 1,004 students and over 3,369 hours of community-building and communication.