Your journey, our commitment
Transforming visitor experiences takes more than just the right tools—it takes the right support. Our Customer Success team helps you implement Pladia efficiently and in a way that aligns with your goals.
A partnership approach
"True success comes from understanding each customer's unique challenges and opportunities. Our approach isn't one-size-fits-all—it's a collaborative roadmap that empowers your team to deliver exceptional visitor experiences while achieving measurable operational efficiencies. We're long-term partners in your digital transformation journey."
Leesa Tietjen
Customer Success Lead
What our customers have to say
"The way that the Pladia Customer Success team works with customers is quite personalized. They are incredibly adaptive in offering holistic support that is collaborative and expediently responsive…they work to the needs and characteristics of the customer.”
Tedi Asher
PhD - Neuroscience Researcher, Peabody Essex Museum
Flexible packages
Whether you want to hit the ground running with minimal guidance, or need a hands-on partner, our Customer Success Packages are built to adapt to your team’s needs and capacity.
Core
Get started with structured onboarding, account setup support, and access to ongoing guidance through live chat, email, and scheduled check-ins.
Institutions with internal capacity for content setup, leveraging our reliable support resources.
Enhanced
Accelerate adoption with guided training sessions, early analytics highlights, and light setup support to streamline your first steps on the platform.
Institutions that need help getting started, but want to stay hands-on.
Premium
Get hands-on support at every stage—from tailored workflow development and full data ingestion to in-depth training and ongoing optimization.
Institutions seeking a turnkey experience, extended platform configuration, and a close partnership.
Add-on services
Enhance the impact of any Pladia Customer Success Package with flexible add-on services tailored to support your specific goals.
Ongoing content imports
Our team keeps your digital collections fresh with regular updates.
Temporary exhibit complete setup
We’ll configure your temporary exhibitions quickly and efficiently.
Benchmark data and insights
Get tailored recommendations backed by industry comparisons.
Map processing
We’ll convert your floor plans into intuitive digital maps.
Custom domain
We’ll work with your team to make your app available on your organization’s domain.
FOH staff onboarding
We’ll equip visitor-facing staff to support the experience.
App implementation review
We’ll assess your setup and recommend optimizations.
Content workshop
Work with our expert content team to refine and enhance your interpretive strategies.
TMS integration
We’ll connect your TMS Collections database to Pladia to streamline content workflows.
Smooth, structured implementation
Our team will guide you through a step-by-step process to ensure your launch is aligned with your goals, timeline, and internal workflows.
Kickoff and planning
We’ll start with a kickoff meeting to align on goals, timelines, and responsibilities. Together, we’ll build a shared implementation plan that works for your team.
Platform setup
We’ll configure your account and begin setting up your venue. You’ll get access to live training and helpful documentation to inform your approach.
Content preparation
Your team will begin preparing content for launch—either creating it from scratch, importing from existing systems, or a mix of both. Our team is here to support you with guidance, imports, and optional workshops.
Review and testing
Once the initial setup is complete, we’ll review your configuration together and run quality assurance checks. You’ll test the visitor experience and make any final adjustments before launch.
Go live and optimize
With everything in place, it’s time to go live. We’ll be on hand during launch and provide ongoing support, success check-ins, and insights to help you improve over time.
Meet the team
From day one, you’ll work with a Customer Success team member who knows the cultural sector and understands the platform inside and out. We match teams based on time zone so you have support during your working hours.
Leesa Tietjen
Gabrielle Fanning
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