Ross
Binkley
on
Mar 18, 2020At Gotransverse, our mission is to help our client companies grow and scale through a cloud-based, agile, and highly configurable billing platform. We also know how frustrating it can be for a business to invest in a software solution and then find themselves unable to use it to its fullest potential. That’s why we pride ourselves not only on our white-glove software implementation but on our post-implementation Customer Success Program. Providing market premium support to all of our customers, our team is here to ensure customers know how to get the most out of their investment. Take a look at everything that is included in Gotransverse Support.
Customer Success Manager
All of our customers have a Customer Success Manager to ensure they are getting the highest level of support from us. When customers report software issues, they triage according to the urgency of the issue. Our goal is to respond to every ticket within four hours during business hours, and we usually provide a response within an hour. If the problem is disrupting customer business activity (if the system is down or inaccessible, for example), we jump into action immediately, expediting resolution and updating customers by phone every hour until the issue is resolved. When there are issues causing errors in data but not immediately disrupting a customer’s business activity, we get a support engineer on the job within two business hours. And when a solution is simply not working according to specifications, we make a plan to solve it in an upcoming release.
Quarterly Business Reviews
In addition to handling necessary escalations that come with any high priority issues, our customer success managers and operation support analysts are here to answer questions arise as you encounter new business needs. Whether you simply need help understanding a functionality or you’re working through a change in business rules that may require more configuration and/or code development than you’re comfortable with, we’re committed to working with our customers to ensure they’re equipped with all the know-how they need. Your Customer Success Manager meets with your quarterly to understand any changes in your business to see how we can help.
Monitoring
Finally, we don’t just wait for you to come to us with your questions. We keep an eye on our customers’ platform activity levels and functional health, keeping a pulse on where you might need additional support or training. We monitor metrics like usage frequency, growth, “stickiness,” and user skill level, and we track customer interactions and relationships with our team, as well, to ensure they’re getting the support they need to leverage the full power of the Gotransverse platform.
Here at Gotransverse, we know even the most powerful platform is only as strong as the customers’ comfort level in using it. Our goal is to provide every Gotransverse client with the knowledge and support they need to maximize our platform’s potential. If your organization is ready to enhance its billing systems in order to drive growth and maintain your competitive edge, we encourage you to learn more about the Gotransverse platform, features, and dedication to customer success. Take a virtual tour, or call us to schedule your complimentary, personalized demo.