1. Confident collaboration with customers to drive growth and nurture innovation
Most successful solutions rely on one’s expertise in the identification of challenges and opportunities. At FieldAssist, the customer success team leaves no stone unturned when it comes to understanding the intricacies of the client’s business needs, to formulate the most practical and efficient sustainable sales automation strategies. Starting from a Pre-Pilot meeting with Senior Management to meeting with every single stakeholder whose insights and experience are relevant to the project, these teams work in close proximity with the customer to provide them with the best consultancy and support. Customer Success Team acts as a consulting function to help customers achieve their goals.
2. Consistent training to drive maximum adoption of technology
Successful SFA adoption by the customer is the primary objective of any customer success team. At FieldAssist, product level training, group conference sessions with field sales teams are conducted regularly to ensure that every field agent experiences value in the SFA and is ready to pass the value forward.
3. Support, the success of a good support team, is defined by its irrelevance
The less the customer needs support, the more successful the team is. The customer success team at FieldAssist engages with the customer from beginning till forever. An important practice we follow at FieldAssist in maintaining the constant touchpoints. We have call support and tech support for each level from the time of onboarding process to make them comfortable with any new functionality that we add, to solving current issues and identifying future challenges, this team has re-defined success at every level. Our customer success managers have been the same and they have shaped the journey of the customer which helps customers to build trust.
The Pandemic twist to FieldAssist’s customer success team’s ongoing strategy
1. Community building
As soon as the lockdown was announced, we made it a point to revisit and reinforce our purpose, i.e., creating value for customers. We shifted to virtual engagement platforms, within 48 hours, our team of 30 highly skilled members, who take care of 350 different brands, transitioned the whole customer engagement environment from a physical set-up to a virtual medium. The physical training program was redesigned into an online keeping in the meeting the interest of the sales team, thus making it an effective learning platform to adopt the technology.
From sharing information of lockdown updates to sharing market pulse, review meetings to make customers aware of the industry best practices, refresher training for learning and development of client sales teams.
As all our customers, along with us, we’re working towards the same purpose, it made sense to build virtual communities to be able to learn from one another.
2. Operational Agility
Our customer success team took every challenge as an opportunity to make processes more efficient. We made sure that every support query was answered and resolved within SLAs.
Support means easy access in times of need, and our customer success team made sure of that. As we shifted our entire training base online in the wake of the pandemic, we needed to make additional efforts in making sales representatives comfortable with this environment. Our teams provided them with call-on-click support. They could access the app, click on the support button, and speak with the support team directly.
Various brands including Anmol Biscuits, CapitalFoods, Danone, Veeba entrusted us with empowering their sales teams during the pandemic, for uninterrupted customer service.
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