Managing customer expectations may be considered one of the most critical elements of Customer Technical Support. This is why our Customer Care team takes extra steps to ensure our customers have the best possible experience when using our enterprise software product.
Setting these expectations begin very early in the customer lifecycle, when the software architects and system implementers arrive at the customer site. Changepoint can be deployed in an on premise environment, or delivered as a SaaS solution. Technicians from our Solution Delivery Group (SDG) are there to manage not only the configuration of business processes, but also provide a knowledge transfer through product training. During this early phase SDG will address any questions and concerns, which are usually related to knowledge acquisition, rather than product issues. Direct access to our technical Support organization is granted only after the Changepoint solution is fully implemented and running in a production environment. At this time, SDG will introduce the customer to the Customer Care team.
This transition process begins with an internal meeting between the SDG team, an assigned Client Manager, and a leader from Customer Technical Support. During this meeting, we will learn about the customer’s business, how Changepoint is expected to support their business processes, and any detailed facts about the company and roles of the contacts the Client Manager or Technical Support may need to know in order to provide the best possible care.
Armed with this knowledge, we are ready to take our customer through the next phase in their journey with Changepoint. In my next blog installment, I will describe the “Transition-to-Support” process, which prepares the customer to take full advantage of the services offered by the Customer Care Organization.