If you are evaluating your Workforce Management Solution – or any solution – based on just price and feature set, are you missing a key attribute that could be a game changer for you? Once you start shopping around for a provider, you may find that the best-in-class solutions often have one thing in common - customer service teams who are focused on ensuring their clients' success.
Whether it's from the standpoint of the provider or the consumer of the service - Customer Service is key to being successful. A business who provides sub-standard service will not survive long. A customer who receives sub-standard service will soon look to take their business elsewhere.
So why wouldn’t you factor customer service into your decision as to which solution to choose? This is even more important in the Software as a Service (SaaS) world, where your success as a business who's using that SaaS is almost entirely dependent on the SaaS itself being successful. Is your head hurting yet? Well, fear not! We've got some tips to help you smoothly navigate the process.
Customer Success (CS) teams are now the norm within many companies – but what does that mean to you, and how they can help?
#1 – Are they focused on your success... or theirs?
A CS team should be all about you – they should take the time to understand how your business operates, the reasons why you chose their solution, how you intend to use their solution in order to execute your business plans, and how you intend to measure success. These ‘Value Outcomes’ should then become their mantra each and every day – ensuring that your business succeeds through the use of their services.
#2 – How many points of contact do you have?
There should be no more than 2 points of contact – the first being your dedicated CS manager, and the other if needed should be a Call Center. Your CS manager should be responsible for your contract, acting as the primary point of contact for your account. The Call Center is the point of contact for your end users of the service being provided. These two points of contacts are then focused on ensuring that your business succeeds.
#3 – Who does your CS Manager work for?
Although your CS manager obviously gets paid by the service company you are using, they should essentially be working for you. Great CS managers act as your advocate, your voice, and your champion within their company – they know your business needs and goals, and work toward ensuring that your business succeeds.
#4 – Do they speak to their Mother more than they speak to you?
Okay, so some people speak to their Mother every day…… but many will go weeks before calling to ask how she's doing before rushing her off the phone to attend to their busy lives. If your CS manager is like this, then they are not focusing on you and making your business a priority. You need them to be proactive, not reactive – picking up on issues before they've even happened, reviewing your Value Outcomes on a regular basis, performing regularly scheduled business reviews with you, and letting you know of any new features or development that can help your business succeed.
#5 – Are they crazy?
"You don’t have to be crazy to work here – but it helps." A little crazy can really be a good thing. It's great to find people who are crazy about their job, crazy about their company, crazy about customer service, crazy about having fun along the way, but most importantly crazy about your company, and going the extra mile to ensure you succeed.
Before you sign a contract, make sure you have a clear understanding of the service level agreement included with your account - and look for those best-in-class companies who will make your business success their business.
How does stronger workforce management lead to better retail execution? Glad you asked.