Industrial Software Solutions Customer Success Practice

At Industrial Software Solutions, we are committed to helping our customers succeed. We understand that our customers have unique needs and requirements, and we work closely with them to provide customized solutions that meet their specific needs.

Once we have provided our customers with the right solutions, our technical support team is available to help with the installation, configuration, and troubleshooting of the software. Our technical support team is staffed by experienced professionals with extensive knowledge of the software we offer. They are available by phone or email to provide assistance when our customers need it.

In addition to sales and technical support, we also offer training and consulting services to help our customers get the most out of their software solutions. Our training services are designed to help our customers quickly get up to speed with the software, while our consulting services are available to help our customers optimize their operations and achieve their business objectives.

Customer Success Focus

We believe that customer success is everyone’s responsibility. That’s why we use an all-company customer success model instead of a traditional customer success department model. We believe that every team member, from sales to support to training, has a role to play in ensuring that our customers are successful in achieving their desired outcomes. This approach enables us to more quickly identify and address issues that our customers may be experiencing, ensuring that they receive the timely support they need to achieve their goals. Ultimately, we believe that this all-company customer success model enables us to better serve our customers and build stronger, more lasting relationships with them.

Dashboarding and KPIs

We are committed to ensuring that our customers have a positive experience with our industrial software solutions. To that end, we use dashboards and key performance indicators (KPIs) to track and monitor our customers’ experience with our solutions. We track a range of metrics, including customer satisfaction scores, customer training attendance, and technical support cases. This allows us to identify areas where we can improve and take action to ensure that our customers are receiving the best possible support and service.

Modern Technologies

At Industrial Software Solutions, we understand the importance of utilizing modern technology to provide the best possible customer experience. That’s why we use cloud-based solutions like Salesforce, Microsoft 365, and Asana to manage our customer relationships and internal operations. By using these cloud-based solutions, we are able to work more efficiently and collaborate more effectively across our teams. Our team members can access critical information and tools from anywhere, at any time, enabling them to provide our customers with quick and accurate support.

Team Selling

We use a team selling approach to ensure that our customers receive the best possible support and service. Our sales and technical teams work closely together to understand our customers’ needs and requirements, recommend the best solutions, and ensure that the solutions are implemented and configured correctly. We believe that this collaborative approach helps to ensure that our customers are successful in achieving their desired outcomes. By leveraging the expertise of our entire team, we are able to provide our customers with the highest level of support and service possible. Our team members are always available to answer questions, provide guidance, and resolve any issues that may arise, ensuring that our customers receive the support they need to succeed.

Training

Proper training is key to ensuring that our customers can effectively use the solutions they have purchased. That’s why we provide remote, interactive training to all of our customers. Our training sessions are led by experienced professionals who are experts in the solutions we offer. During the training sessions, our customers receive personalized attention and instruction to help them quickly get up to speed with the software. By providing this level of training, we are able to help our customers achieve their desired outcomes more quickly and efficiently.

Our training sessions are focused on specific solution sets, scheduled on a regular basis, and help to ensure that our customers receive the training they need without the need for travel or additional expenses. We believe that providing this level of training is a critical component of our customer success strategy and is key to ensuring that our customers can get the most out of the solutions they have purchased.

Technical Support

We understand that our customers may encounter technical issues or have questions after they have purchased our solutions. That’s why we have a dedicated post-sales technical support department to provide our customers with the assistance they need. Our technical support team is staffed by experienced professionals who are experts in the solutions we offer. They are available to our customers to answer questions, troubleshoot issues, and provide guidance on best practices. Our technical support team uses the latest technology and tools to quickly diagnose and resolve issues, minimizing any downtime or disruptions for our customers. We also offer ongoing technical support to our customers, including regular software updates and bug fixes. We believe that providing this level of technical support is a critical component of our customer success strategy and is key to ensuring that our customers can get the most out of the solutions they have purchased.

Continuous Process Improvement

Our goal is to continuously improve our processes and services to better meet the needs of our customers. We use a continuous process improvement model that allows us to identify areas for improvement and implement changes to our processes and services. We gather feedback from our customers through surveys, reviews, and our website contact form to identify areas where we can improve. We then use this feedback to identify opportunities for improvement and develop action plans to address them. Our continuous improvement process is iterative, meaning that we are constantly monitoring our performance and making adjustments as needed.

Customer Satisfaction

We value customer feedback and use it to improve our services and support. We request that our customers complete surveys for every training class they attend and every technical support case they open with us. These surveys allow us to gather feedback from our customers on their experiences with our services and support. We review this feedback regularly to identify areas where we can improve and take action to address any concerns or issues that are identified. Additionally, we use the feedback we receive to recognize areas where we are excelling, and to continue providing the highest level of service and support to our customers.

Customer Portal

We know that our customers need easy access to their order and support information. That’s why we provide a customer portal where customers can manage their accounts and interact with us. Our customer portal allows customers to place new orders, view order history, view invoices, and manage their technical support cases. By providing a self-service portal, we enable our customers to access the information they need at any time, from any device, without needing to contact us directly. This not only makes it easier for our customers to manage their accounts but also frees up our resources to focus on providing high-quality support and services. Our customer portal is easy to use and provides our customers with a single location for all their account information. We believe that this approach enables us to provide a better overall customer experience and is a critical component of our customer success strategy.