Customer Success Management
Experience the rock-star customer service with dedicated Customer Success Manager
CSM is the real game changer. It is a unique service that you will not have from any other software vendor but bpm'online.
Unlike a classical Support Team, which works successfully in our company, the functions of the Customer Success Manager are not limited to resolution of temporary technical issues. The mission of the CSM is to constantly maintain communications with their customer and ensure that bpm'online system’s key modules or specific features are utilized, and that the customer business goals are fully met.
This sophisticated and proactive approach allows supporting and enabling the client to use technology in its entirety, effectively and efficiently.
Major activities performed by the CSM include:
- Regular contact with the customer to ensure the service provided meets all the customer requirements
- Helping the customer to be acquainted with all the necessary bpm'online features
- Gathering the initial information and helping the customer to have a technical query resolved
- Conducting weekly and individual (upon request) webinars with an overview of the bpm'online system features and answers to the customer questions
- Providing the customer with White Papers and reference articles to help understand the bpm'online applications better
Working with our dedicated Customer Success Manager entitles (abounds) a number of benefits, among which:
- Fast service activation due to constant contact of the CSM with the customer
- Early user adoption: getting all the questions answered and all the functions explained by the CSM
- Greater scale of system usage: your employees get well-trained during the webinars that enable a fuller usage of bpm'online applications
- Higher ROI, lower TCO
Thanks to the CSM department, customer satisfaction has scored 9.85 points out of 10 and keeps rising. Though such a high bar is a really great achievement, customer experience is not about numbers, it’s about exceeding people’s expectations.
Customers with the Premium Support package are assigned a dedicated CSM for the whole period of product usage.
The support team has been excellent. I think we are really pushing to use this software to its maximum potential. Everything we have asked of our customer success manager and his team has become a reality. We have been able to really customize the software to our needs!
Staff Accountant, TACIT
We have a great support. Our Customer Success Manager is ensuring our success with your solution. So as long as we have good support like we have, it is worth continuing the partnership.
General Manager, MEPEQ
Thank you for your Customer Success Manager and the work. It was unexpected, and certainly appreciated. I appreciate the attention to our platform, and all of CSM assistance.
VP, LaPalina Cigars
We want to thank the CSM (customer success management) team who were extremely patient and helpful, showing us quickly how to make full use of the new system.
Head of MICE Department, Travel Boutique