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8 Customer Success Qualities of a Superior Software Provider

24/7 Software
Dec 31, 2020 7:00:00 AM

We talk about the ways you can service your customers often.

The conversation is generally about what you can do for your customers, not what others can do for you, your team, and your property.

Today, the focus won’t change much, except that we’re going to talk about the success you deserve – and should receive!

That’s right; we’re going to share essential guidelines for you to use when choosing your software solution provider.  

Your expectations need to be met, especially after your subscription begins.

You’ll want a first-rate operations management software provider with the traits we list in this article.

Spending a little extra time assessing these aspects during your buying process will pay off, and your return on investment will last a lifetime once you find the right provider.

Are you ready to get started?

Let’s jump in.

It's Time to Evaluate Their Customer Success Team.

We get it.

Finding a top-notch software solution is at times like walking through a minefield of sub-par companies with no end in sight.

The headaches start, your stress level increases, and that overwhelming feeling where nothing else is getting accomplished replaces your ability to be a practical decision-maker.

It gets better because there’s a telltale sign that you’ve found the right solutions provider for your property’s operational needs.

  • They’ve spent a lot of time developing and communicating superior customer success and training infrastructure.

Your training and success matter – a lot!

However, choosing your software provider is only half the battle.

It’s more than features, price, and the attractive benefits and value you’ll see within the next 90 days while using the software. 

Your choice must also be based on the success you can expect to receive after the sale.

The same effort and time you put into finding and dissecting a potential software solution's features & benefits.

That also needs to be understood how the provider will take care of you after your subscription begins.

Now, you may have already seen a live demo of the software – and that’s okay.

But you don’t want to make your final decision based on that alone.

You need to know what customer success you can expect to receive.

Qualities So Important They Must Be Deal Breakers

We could list all eight success qualities of a first-class provider.

It goes beyond that, though.

To get the full benefit and understand how crucial long-term success and training is, we categorized the traits into three focus areas.

Implementation & Initial Training

This is a critical stage in your success, and your solutions provider should take it very seriously.

Your provider’s implementation training should be developed with as much care as their software.

  1. Overcoming implementation challenges and barriers should be at the forefront of a first-class implementation & training program.
  2. Utilizing online and onsite training allows your team to receive step-by-step guidance for successful setup and long-term use. This is a non-negotiable trait you’ll want available. You’ll be accountable, and so will your team.
  3. Users are effectively trained according to the process you define. You want the peace of mind knowing things are going smoothly and being done the way you need them. Don’t you want a provider that “gets it?”

Continued Success

As you use your new system, you’ll probably expand your wants and needs.

You need the tools which allow you to do that and a great success team to ‘success’ your efforts.

A notable provider will have plenty of experience working with other customers like you and will have a substantial success and training program in place.

This pays off for new customers like you.

  1. Access to online training that’s available to you for as long as you’re a client. You shouldn’t have to pay an extra dime for this success - ever. Does someone on your team need to learn how to do something? The best providers make scheduling online training easy as click, click, done.
  2. Top providers provide an online success suite at your disposal. You can take advantage of their online resource full of references and guides for your team to use…at your team’s convenience.
  3. Emergency success is vital – especially when there’s an emergency! If something prevents you from using your software, even when you’re burning the midnight oil, your team should be able to get in touch with the success team. Now that’s peace of mind.

Continued Relationship

At this point, you’re a full-blown user of the solution.

What now?

Client feedback is essential to be a superior solutions provider.

So, they should ask for your feedback.

This is what’ll set your software provider entirely apart from any other provider in your industry.

This takes your success one step further.

How?

Because you’re contributing to the improvement of the solution.

It’s one big effective cycle leading to peace of mind.

Customers like you must drive every enhancement.

  1. Technology and software evolve quickly. There’s no reason why you should be left in the dust because you just purchased a solution last week or last month – or even last year. A sterling solutions provider will provide unlimited updates that are automatically pushed to your solution with clear tutorials on how to take advantage of it. That way, you never have to worry about being out-of-date again. 
  2. Who does your software provider work with regularly? You want a user community filled with industry professionals and active users who work together with your solutions provider to develop or update the software. Bringing great minds together to share best practices and insight is key to creating the best software and providing a superior solution.

Over to You

You work so hard to deliver the best customer service to your customers. That’s why it’s vital to use top-notch software from a top-notch solutions provider, one with best-in-class customer success for you, your team, and your property.

If you want to be a world-class property with peace of mind, you need to use the best solutions in the marketplace. You deserve it!

So, will you be using the success & training guidelines when selecting your next software solutions provider?

Editor's note: This post was originally published in October 2015 and has been updated for comprehensiveness and freshness.

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