The Customer Hub

Introduction

Our new Customer Hub is designed to serve as your Zencity center, where you can access resources to connect you with your Zencity team and processes. It’s custom-built for you, with templates to initiate and manage recurring workflows using Zencity tools. This is also where you can keep track of your communications, meetings, resources and support requests all in one place.

Onboarding Kit 

For customers just starting out with Zencity, your Customer Hub will include an Onboarding kit to help support throughout the onboarding process. This kit includes a welcome from your Onboarding Manager, a timeline for your relevant training sessions, and a list of tasks and resources for each phase of onboarding, from kickoff to completion. 

Workflow Kit

What Are Workflows?

The central way that you will use your Customer Hub is for integrating workflows into your planning and implementation of Zencity tools. Workflows are recurring projects and processes that make up the lives of local government leaders. Whether they happen daily or annually, Zencity tools can inform and support every stage of the process. Our workflow templates guide you through your process and equip you with the necessary tools you need each step of the way.

Learn more about workflows → 

Workflow Options

The workflow kit in the Customer Hub provides step-by-step instructions for implementation, specifically the different phases and the tasks that comprise each phase. You’ll find the different workflows that apply to you based on the Zencity tools included in your account. The workflow options include:

• Project Engagement
• Strategic Communication
• Performance Management
• Annual Planning

You can access the relevant workflow option in the Customer Hub by clicking on the hub menu on the top or on "Work on this" under the workflow listing on the "Zencity & You" hub page. 

Workflow Tasks

Next to each task, you’ll find the link to the relevant tool in the Zencity platform and links to support articles in our Resource Center. As you complete the tasks in each phase, you’ll be automatically moved along the workflow, from one phase to the next, until you’ve completed it.

Other Customer Hub Sections

Your Zencity Team

This service-based section in your Customer Hub is your go-to place to contact the Zencity team for consultation, advice, and support.

To schedule a meeting with your Customer Success Manager, click on the email icon (to email your CSM directly) or the calendar icon (to schedule an appointment during CSM Office Hours). To contact support for immediate assistance with all things technical and functional, click on the email icon under “Zencity Support.” You can also reach support by clicking on the 🔍 Need help? button on the right side of the screen.

Let's Discuss

This section lets you initiate and manage discussions with your colleagues and Customer Success Manager about the workflows. Simply click on the “Start a Discussion” button, tag the person by typing @ and their name, and they’ll be notified and invited to comment.

Meetings

This section is a tool to keep track of scheduled meetings, recordings, and meeting information, including relevant documents and slides. Before your meeting, you can click "add agenda" to highlight any relevant topics you'd like to address with your Customer Success Manager. After your meeting, the recording, details, and uploaded materials will be shown in the widget for 30 days.

Support Requests

The Support requests section lets you see, comment, and add attachments to support requests. It's another way for the Customer Hub to be the nucleus of all your communications.