MEET THE CUSTOMER SUCCESS TEAM
Our Customer Success team spans multiple timezones to provide greater support for your company. Our team is split into different disciplines to maximise your experience: Engagement, Onboarding & Delivery and Inbound. Here’s how the teams will work with you.
ENGAGEMENT TEAM
- Work with you to define what success looks like for your company, today and in the future
- Create a clear set of milestones and deliverables to measure upon
- Foster an ongoing relationship once you’ve signed up to deliver continued long-term value
- Host webinars designed to inspire you to get the maximum benefit from our platform, and ensure you are updated on future roadmap items and the essensys vision
ONBOARDING & DELIVERY TEAM
- Focus on “time to value”. Delivering your tech platform efficiently based on agreed upon timeline
- Define the key stakeholders from your company who will be accountable to ensure a successful onboarding experience
- Provide training to your designated team members
- Provide additional training as needed on new site implementations, when you have new hires or purchase additional services, as needed
- Host webinars focused on “how to” use specific product features
INBOUND TEAM
- Be your daily “go-to” team for questions, queries or escalations once you have been fully onboarded
- Respond quickly to any in-app chats, cases or inbound calls
- Manage any escalated issues and keep you updated until resolved
- Manage and update our extensive essensys knowledgebase content, recommending relevant articles while interacting with your team
WHAT’S NEXT?
You will receive an email shortly introducing your Engagement Manager, plus your Project and Onboarding team. A call will be scheduled to agree key dates and information to kick off the onboarding project.