There are currently 4 team members in the UK team. With the current Customer Success teams based at Ready Education and Stucomm, the team have already started to collaborate with the wider global team and so will expand in the near future.
Andy Bullivent is the customer success engineer, Romas Rahim as the support manager, Sarah Gullick is the team’s implementation specialist and Phillip Chatterton is the customer success manager.
The primary target of the team is to ensure the customer can realise a return on investment of integrating the myday platform with their systems, find their trust and gain long term loyalty to myday products and services in pursuit of positively stimulating outcomes. The responsibilities to do this, for new customers is onboarding, which is ensuring the programme is run with the customer’s project team and delivers against what is called a ‘minimum viable product’ or MVP for short.
Account management, which is Phil’s responsibility, once the myday platform has gone live across the institution’s campus, it’s then confirming they are getting everything they set out to achieve.
The Customer Success Engineer is responsible for the technical parts of the onboarding process or further projects driven by the existing customer.
The team will look at a customer’s query and go beyond that. The team will look at this query/problem and look at any additional problems from this and solve that too. Then try to implement that ‘ridiculously good level of service’ by pre-empting what the next hurdle a customer will come to and this regularly comes down to experience and an impressive knowledge of the sector between each individual member of the team.
Phil joined Collabco in 2019, at this point there was an implementation team however not so much a customer success strategy. By means of creating CS frameworks Collabco achieved a programme to lead every customer through a regular and scalable journey so when a customer first has contact, a high level of service is sustained from start to finish and the customer is left feeling delighted with the product and service received.
Internally, the team has regular meetings and a daily morning stand up making sure everyone has got everything they need to go and do that particular job for the customer.
Phil is hoping the team will grow, to a point where the team will have another implementation specialist to assist Sarah, to take on more onboarding projects simultaneously without diluting the high level of service we insist is delivered to every customer. Phil would also like to target reducing the number of days from when a customer is at the start of the process until the finish. At the moment this target is 90 days, Phil is looking at ways this can be reduced.
Offering an effective service for all customers can be a challenge for the customer success department but the team are constantly reviewing the strategy, basing decisions on the data and looking to use the very best in technology to scale up the operations with each individual customer in mind.
Especially with onboarding projects, the customer success team will collaborate with the product/development team. They will also collaborate on various calls between other Collabco departments. The customer success team present webinars, organised with the marketing department, talking through the features of myday.
Resilient, tenacious and pragmatic.
The ease of use and the ability for customers to design the dashboard for the portal and the mobile app with minimal clicks and in the same place.
The customer success team run a NPS and customer satisfaction surveys, to gain accurate feedback on the products and services received.