Customer journey — Day 0 to Day 365

This is the condensed version of the customer journey blueprint. Every artifact Claresia ships traces back to a step here.

Phase 0 — Pre-sale (Day −90 to Day 0)

This is before the customer signs. The customer experience is about confidence-building.

The IT-buyer panel checks, before signing:

SOC 2 status on the Trust Center
Sub-processor list on the Trust Center
DPA template downloadable from Trust Center
Pre-filled security questionnaire (CAIQ-Lite, SIG-Lite)
Pen test executive summary under NDA on request
Status page uptime over last 90 days
Architecture whitepaper — this docs site
Customer references — 2–3 reference customers willing to take a 30-min call

Phase 1 — Day 0 (contract signed)

DocuSign callback fires. Claresia automation:

Creates customer record in CRM
Provisions tenant in Claresia control plane (Mode A: instant; Mode B: queued for ops; Mode C: queued for solutions architect)
Generates a unique tenant_slug (e.g., dainese)
Provisions an empty Hub for Mode A, or queues dedicated provisioning (B)
Generates a one-time-use Onboarding Portal magic-link token (24h expiry)
Assigns CSM (Customer Success Manager) based on segment
Sends:
- Welcome email to Executive Sponsor + IT Admin (separate persona-specific copy)
- Calendar invite for kickoff (within 2 business days)
- Slack/Teams Connect invitation to shared channel #claresia-{customer}
- Onboarding Portal magic link to IT Admin

Phase 2 — Day 1–7 (provisioning + pilot setup)

Day 1 — Kickoff call (60 min)

Attendees: Claresia (CSM + Solutions Engineer) + Customer (Executive Sponsor + IT Admin + Business Sponsor).

Outcomes:

Confirm deployment mode (A / B / C)
Confirm SSO provider, LLM platform, residency
Confirm pilot cohort (10–30 users, 1–2 archetypes, 3–5 skills)
Confirm success criteria + KPIs
Schedule technical provisioning call (Day 2–3)

Day 2–3 — Technical provisioning (60–90 min, Modes A/B)

IT Admin walks the 10-step Onboarding Portal flow with Solutions Engineer on the call. Each step is recorded in the audit log of the customer’s tenant.

For Mode C, this session reviews the Terraform modules + customer’s network/security team requirements.

Day 4–7 — Pilot publish + pilot user onboarding

After provisioning is green:

Solutions Engineer publishes the agreed pilot skills via Distribution Plane
Pilot users receive an in-LLM welcome (Claresia-pinned message)
Each pilot user gets a 5-min self-serve in-app tour the first time they invoke a Claresia skill
Daily Slack updates from CSM with adoption metrics

Phase 3 — Day 8–30 (pilot validation)

Daily metrics surfaced

Skill invocations / day (target: ≥3 per pilot user)
Success rate (target: ≥90%)
Hub records created (target: ≥1 per skill invocation, with footer click-through)
Cost per invocation (target: under $0.05)
Time-saved estimate (per cc-053 baseline)

Day 15 — Mid-pilot check-in (30 min)

Claresia CSM + IT Admin + Business Sponsor.

Day 22 — End-pilot quantitative review

A one-page summary report (auto-generated from Command Center) shared in #claresia-{customer} channel.

Day 30 — Go / no-go decision

Joint decision call. If GO: trigger org-wide rollout (Phase 4). If NO-GO: 30-day pause + remediation plan + next-step decision.

Phase 4 — Day 31–90 (org-wide rollout)

Wave model:

Wave	Window	Cohort
Wave 1	Day 31–45	next 100 users
Wave 2	Day 46–65	next 200 users
Wave 3	Day 66–90	rest

For Dainese-class accounts (~475 in-scope users), this gets everyone onboarded by Day 90.

Per-wave rituals

Skill entitlement push (automated via Distribution Plane)
Email + in-app announcement to wave members
Slack/Teams broadcast in customer’s main channels (Claresia provides templates)
1 in-app help session per wave (optional, recorded)

Adoption gamification (cc-053 integration)

Each user has a personal cc-053 progress bar (L0 → L1 → L2)
Manager dashboard shows team-level progression
Quarterly badge: “AI Adopted Operator” / “Agent Operator” certification

Monthly Business Review (recurring)

Claresia CSM + IT Admin + Business Sponsor. Walk through:

Command Center
Maturity Engine
Telemetry
Skill adoption
Roadmap preview
Open issues / requests

Phase 5 — Day 91–365 (steady state + expansion)

Renewal motion

Day 270 — CSM prepares renewal pack (auto-generated from cc-053 maturity progression + cc-064 ROI data)
Day 300 — renewal proposal sent
Day 365 — renewal close

Expansion triggers

New department wants in (cross-sell within tenant)
New connector / skill request (cross-sell upgrade)
New deployment mode upgrade (Mode A → B → C as company grows)

Quarterly Executive Review

Higher-level than monthly. Attendees: Claresia VP CS + Customer CIO + Customer COO/CFO. Walk through the maturity readout and the next quarter’s plan.

SLA + support

Tier	Mode A	Mode B
Uptime	99.5%	99.9%
Sev 1 (down) response	30 min	15 min
Sev 2 (degraded)	4 h	1 h
Sev 3 (cosmetic)	1 business day	1 business day

Channels:

Slack/Teams Connect (preferred for non-urgent)
Email (support@claresia.com)
Phone (Mode B only, for Sev 1)
Status page subscriptions for proactive notification

Customer-side responsibilities

Keep IdP + LLM platform credentials current
Notify Claresia of any major IdP migration or LLM platform change with 30 days notice
Cooperate on security advisories (apply patches within Claresia’s published windows)