Book a meetingFor Parishes

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.

Book a meetingThe four phases

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 16 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.

Two models of support

Enterprise Standard or Success Plan – you choose the depth of support.

Customer Success at ChurchDesk comes in two tiers. Enterprise Standard is the foundation and is included in every proposal. We recommend the ChurchDesk Success Plan to dioceses and regional churches and include it in every proposal by default – it describes the support set out on this page.

Enterprise Standard

The dependable foundation – included in every enterprise proposal.

Customer Success

  • Access to a team of Customer Success Managers
  • Health-Score-based outreach to improve adoption
  • A monthly jour fixe
  • Quarterly business reviews with reporting on the roll-out

Onboarding & training

  • Onboarding programme to get started
  • A landing page for your organisation
  • Live kick-off and follow-up webinars
  • Intro and product courses on demand

Support

  • Phone, email and chat support for all users
  • Help centre and knowledge base – no time limit

Not in Standard

  • Branded academy, learning paths and certificates
  • Priority support

ChurchDesk Success Plan

Our recommendation

Everything in Enterprise Standard – plus the continuous support this page describes.

Academy (LMS)

  • Your own academy in your organisation's branding
  • Learning paths tailored to your workflows
  • Manager access with reporting on participation and completion rates
  • Certificates on completion of key courses

Live training

  • Quarterly virtual live training, customised to your organisation

Customer Success

  • A dedicated, named Customer Success Manager
  • A jour fixe every two weeks
  • Quarterly business reviews with reporting on roll-out, usage and support health

Support

  • Priority support
  • A dedicated phone number
  • Reporting and analysis on support topics and volume

Both models come with a Customer Success team, dependable support and the ChurchDesk Academy. The Success Plan makes that support continuous – with your own academy, a dedicated contact and priority support.

Customer Success Lifecycle

Your service package – in every phase of the partnership.

What ChurchDesk specifically delivers – from implementation to lasting impact.

  1. Month 0–12

    Phase 1

    Onboard

    Strategic kick-off coordination, onboarding training for all parishes, digital homepages and forms.

  2. Month 3–15

    Phase 2

    Stabilise

    Health score monitoring, proactive adoption reviews, multi-channel support, webinars and learning resources.

  3. Month 6–18

    Phase 3

    Deepen

    Strategic quarterly discussions, feature consulting and best practices, target group-specific training, benchmark reporting.

  4. 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.
Roll-out support by the ChurchDesk team

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.

Participants at a ChurchDesk event

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.

  • Your Customer Success Manager: one named person who knows your organisation – not a changing area of responsibility.
  • A jour fixe every two weeks: status, obstacles and next steps – more often during the roll-out.
  • Quarterly business reviews with reporting: roll-out status, product usage and support health – 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.
How the four phases fit together: Implementation & Support

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.
    Marliese KalthoffHead of the main communication and digitalisation departmentDiocese of Aachen

Experience how ChurchDesk supports your organisation.

Arrange a non-binding initial consultation – and get to know the customer success model in detail.

Book a meeting