Objective: Define goals, key metrics, and success criteria.
Activities: Meet with Custify’s onboarding team to discuss your customer success processes, data sources, and integration needs.
Duration: 1–2 days
2. Integration & Data Centralization
Objective: Connect Custify to your existing tools (CRM, support, product usage data, etc.).
Activities: Use Custify’s native integrations (e.g., Intercom, HubSpot) or APIs to import customer data. Minimal engineering support is required.
Duration: As fast as half a day (for straightforward setups), up to 1–2 weeks for more complex environments.
3. Configuration & Customization
Objective: Tailor Custify to your workflows.
Activities:
Set up customer segments, health scores, and playbooks.
Define automated tasks, alerts, and reporting dashboards.
Customize metrics and KPIs relevant to your business.
Duration: 1–5 days, depending on the level of customization.
4. Training & Enablement
Objective: Ensure your team is ready to use Custify effectively.
Activities: Training sessions for Customer Success Managers (CSMs) and admins, Q&A, and best practices sharing.
Duration: 1–3 days
5. Go-Live & Ongoing Support
Objective: Launch Custify for daily use and optimize as you go.
Activities: Monitor adoption, gather feedback, and fine-tune configurations with Custify’s support.
Duration: Immediate go-live after setup; ongoing support is available.
Customisation
Flexible Calculated Metrics: Custify allows businesses to create and customize calculated metrics tailored to their specific needs, enabling meaningful insights from their data.
Visual Playbook Builder: Users can design and customize automated playbooks to segment customers and personalize outreach based on usage and health scores. This helps automate engagement workflows that fit unique business processes.
Custom Dashboards and Reporting: Custify supports custom KPI dashboards and reporting, allowing integration of diverse data sources for insightful visualization and tracking of business-specific metrics.
Customer Segmentation and Journey Mapping: The platform enables detailed customer segmentation and mapping of customer journeys that can be tailored to specific business models and customer success strategies.
Automation & Workflow Configuration: Custify offers configurable workflows and automation engines to automate repetitive customer success tasks, letting teams focus on high-touch activities.
Integrations & API: It supports custom integrations with CRM, billing, support, and product usage data systems, allowing businesses to centralize data and customize how it flows into Custify.
Templates, Surveys, and Playbooks: The software includes customizable templates for surveys, playbooks, and email campaigns to fit the tone and style of the business.
Additional Costs
Setup Fees: Custify includes concierge onboarding as part of its service, which suggests that setup assistance is provided, but explicit separate setup fees are not clearly stated in available sources. The onboarding process is typically included in the subscription or enterprise pricing.
Subscription Pricing: The starting price is around $899 per month for up to 3 seats/users, which covers core features including custom integrations, automation, dashboards, and onboarding support.
Maintenance: No explicit maintenance fees are mentioned. Custify being a SaaS platform generally includes maintenance and updates as part of the subscription.
Support Charges: Standard support is included, but details on premium or extended support plans and their costs are not publicly detailed. Customer support is part of the onboarding and ongoing service.
Custom Integrations: While custom integrations are included in the pricing, very complex or extensive integrations might incur additional professional services fees, though this is not explicitly stated and would likely be discussed during sales negotiations.
Training
Onboarding and Training: Custify provides concierge onboarding to new users, which includes personalized training sessions to ensure Customer Success Managers (CSMs) and administrators understand how to use the platform effectively. This training covers setting up workflows, dashboards, automation, and integrations.
Ongoing Support: Standard customer support is included with the subscription, offering assistance during and after implementation. Custify’s team is available to help optimize the platform’s use and troubleshoot issues.
Guidance on AI Features: For users of Custify’s AI-powered features, the company provides training and guidelines on responsible and effective AI usage, ensuring users understand the capabilities and limitations of AI tools integrated into the platform.
Documentation and Resources: Custify offers documentation, best practices, and continuous learning resources to help users maximize the value of the software.
Security Measures
Certifications and Compliance: Custify is certified SOC 2 Type 2 compliant and fully compliant with ISO/IEC 27001, the leading international standard for information security management. It also adheres to GDPR requirements for data privacy and protection.
Penetration Testing: The company conducts annual penetration tests performed by third-party security experts to identify and fix vulnerabilities, ensuring robust defenses against cyber threats.
Data Privacy Protocols: Custify employs data minimization and anonymization techniques, collecting and processing only necessary personal data to safeguard privacy.
Single Sign-On (SSO): Supports enforceable SSO for Google Workspace and Microsoft 365 to enhance secure access control.
Role-Based Access Control: Admins can assign custom roles with specific permissions to users, ensuring sensitive data is accessible only to authorized personnel, in line with SOC 2 confidentiality principles.
Data Retention and Deletion: Upon contract termination, customer data is deleted within up to 7 days.
AI Data Handling: Data processed by Custify’s AI features remains within secure AWS environments, is not stored beyond the task duration, and is not used for training or shared with third parties.
Updates
Continuous Improvement: Custify follows industry best practices for security and software updates, continuously improving its platform.
Regular Audits and Reviews: Security and compliance are regularly audited to maintain standards and ensure updates meet quality and security requirements.
Automatic Updates: As a SaaS platform, Custify manages updates centrally, deploying them seamlessly without requiring user intervention, ensuring users always have access to the latest features and security patches.
Monitoring: Custify continuously monitors performance and compliance of its features, including AI functionalities, to ensure reliability and security.
Data Ownership and Portability
Data Ownership: Clients retain full ownership of their data and any intellectual property rights associated with their data. Custify does not claim ownership of client data but is granted a limited, non-exclusive license to use the data solely to provide the services.
Data Portability: Custify supports the right to data portability under GDPR and other privacy regulations. Clients can request access to their personal data, corrections, deletions, or export of their data at any time by contacting Custify. The platform provides API functions to handle “give me all data” requests, facilitating easy data export and portability.
Data Deletion: Upon termination of service, Custify commits to deleting client data within a specified timeframe (typically up to 7 days), ensuring that former clients’ data is not retained unnecessarily.
Compliance: Custify complies with GDPR, CCPA, and other relevant data protection laws, reinforcing clients’ rights over their data and ensuring transparent handling of personal information.
Scaling Up / Down
Custify offers flexible subscription plans designed to accommodate changes in organizational needs, including scaling the number of users (seats) or features as the business grows or contracts.
While explicit terms for scaling up or down are not publicly detailed, SaaS models like Custify’s typically allow clients to adjust their subscription tiers or user licenses with corresponding adjustments in monthly fees.
Onboarding and support teams assist clients during scaling transitions to ensure smooth adaptation to new usage levels.
For precise terms, including any minimum commitments or notice periods for scaling down, clients are advised to review their contract or discuss with Custify’s sales or account management teams.
The terms & conditions for contract renewal and cancellation
Subscription Term: Unless otherwise agreed, Custify’s subscription contracts have a default term of one year.
Automatic Renewal: The subscription automatically renews for successive one-year periods unless the client provides written notice of non-renewal at least 15 calendar days before the current subscription term expires.
Client Objection to Renewal: If the client objects to renewal in accordance with the terms, the subscription will not renew.
Modification of Terms: Custify may modify the terms of the agreement for services already purchased, but such changes only take effect upon renewal of the subscription term, provided the client does not object to the renewal.
Cancellation Notice: To avoid automatic renewal, clients must notify Custify in writing at least 15 days before the subscription expires.
Payment Terms: Clients are required to pay subscription fees as invoiced, typically within 30 days of the invoice date.
Renewal vs. Termination: Non-renewal means the contract ends at the expiration of the term without continuation, whereas termination refers to ending the contract prematurely, which may have different conditions or penalties.
Renewal Process: Renewal is generally automatic unless the client opts out. This allows uninterrupted service and predictable billing.
Opportunity to Renegotiate: Renewal periods are an opportunity to renegotiate terms such as pricing, service levels, or contract scope, though many clients continue under existing terms if satisfied.
Compliance
SOC 2 Type 2: Custify is certified SOC 2 Type 2 compliant, demonstrating strong controls over security, availability, processing integrity, confidentiality, and privacy.
ISO/IEC 27001: The platform meets the international standard for information security management systems, ensuring rigorous data protection practices.
GDPR Compliance: Custify complies with the European Union’s General Data Protection Regulation, safeguarding personal data and privacy rights.
CCPA Compliance: Custify adheres to the California Consumer Privacy Act, protecting consumer data privacy for California residents.
Annual Penetration Testing: Custify conducts third-party penetration tests annually to identify and remediate security vulnerabilities.
Data Privacy and Security Policies: The company employs data minimization, anonymization, role-based access control, and secure data deletion policies to protect customer data.
