In today’s increasing world of self-service onboarding, the tradition of building a personal relationship between the software vendor and end user from day one has become swept aside. This reduced opportunity to build trust and mutual respect means for some Software as a S
As interacting with a named Support person is further replaced by live chat and ticket systems, so is any prospect of supporting and growing each other’s businesses. Whilst there are obvious efficiencies, more ‘on-demand’ style answers and data capture, it is an easy trap to fail to find the correct balance of technology and human touchpoints. For small estate operators seeking software assistance, when did you last spend time working through a maze of help pages without hitting a ‘please phone us’ screen anyway?
There is another way – the Support balance
Lyndsey Clarke, our Support Manager, has worked within Caternet since 2012. She has worked with nearly every Caternet operator and supplier to promote customer success; solid in the knowledge that food businesses grow when they build procure-to-pay software into their long-term plans.
“How do we assure we support our long-term clients whilst also providing the best possible support to our new customers? By offering a holistic, outstanding customer experience – from the supplier, through to the commercial kitchen and head office. This means they will remember it for the right reasons. These may be tips and tricks, such as naming conventions or training to complete tasks in fewer clicks. If we learn one of our growing businesses has, for example, employed their first procurement manager, or brought finance in-house, then we can arrange video or in-person training for them to achieve value in their position.
Keeping connected means getting in contact with clients before they contact you. Whether this is with updates about service events (such as new releases) or new products (such as zupaMarket) or just a call to ensure they are happy. This is the easiest way to identify support needs.
Consistency across the Support Desk confirms users are always on the same page. Answers become training tools, so it is very important to give our clients consistent and appropriate information.”
Lyndsey shares three easy steps to long-term customer success:
- Offer incredible value to everyone
How frustrating is it when you see a good deal which is too good to miss, and it is only for new customers? Caternet is careful to ensure time and money savings grow as our clients grow.
- Question how you manage your satisfaction data
What can you do to explain your scorecards moving between positive or negative? How can you truly pin-down what you’re doing right and what needs improvement? Has anything changed recently and were targets and client expectations developed correctly? Nurturing a relationship means never over-promising.
- Ask for ideas!
Users always have ideas on how you can make small improvements to your products or services. Remember, if you don’t ask them, they may not tell you. Strong client engagement leads to long-term, working relationships, and improves net promotion.
If you would like to discuss ways to include software as part of your growth plans, we’d love to talk with you!