Optimising the Customer Service Experience
By Noel Sayer, Concierge.
Having been with Planit Australia for a few years now, I can confidently say that I have been able to see first-hand, how investing in the latest software can transform a business. I know that sometimes the integration of new technology can seem daunting or overwhelming, however, we know that with the right support, everyone one of our customers can not only successfully integrate new technology into their production workflow, but also maximise the possibilities and capabilities of the Software.
At Planit Australia, we go far and beyond just selling software. We offer a range of Services to help you to integrating the technology into your business as seamless and painless as possible. Some of our Services include Online Tech Days for Customers who have Maintenance Contracts, hosting Live Roadshows, and providing our unique Concierge Service for every new customer. As the Concierge here at Planit Australia, it is my job to ensure that our customers have all the necessary knowledge and resources to get on with production using our solutions with minimum to no fuss.
One of the first things we do when a customer orders our Software solutions is to offer a Welcome Call Session. During this consultation, we take you through best practices to make it as easy as possible for you to find answers to your questions and any issues you may experience when you need help most. We also introduce the Software. We walk through information on the available Self-Help Systems such as the Customer Portal, Online eSupport Community Forum, our Planit Australia YouTube Channel together with the Planit Help Desk. We believe that this Welcome Call is an essential part of helping our customers to get a running start with their purchase. To start on the right foot and feel confident using the products as quickly as possible.
Like everything, our Software is also continually evolving. There are new tools, features, fixes, and benefits with every release. This is certainly why we recommend investing in keeping up to date with the latest Version and Builds. We offer two options to assist you with this: our Online Training and Onsite Training Sessions. Our training options are designed to cater to different needs, whether it’s a refresher course or learning about and utilising the new features in the latest release.
As an avid RC plane enthusiast, I certainly know the importance of investing in careful planning and the rewards gained by giving attention to detail, as well as being focussed on preparation when it comes to onboarding our customers at work. Just as any pilot must carefully prepare their plane before taking off, we know that it is critically important that our customers have all the necessary resources in place to be prepared for using our Software in order to achieve the best possible results also.
In addition to our Customer Services offerings, we recently relaunched and completed successful Online Tech Days in February and April. These one-on-one sessions enable us to resolve issues, answer questions, and provide general training for our customers who have an active Maintenance Contract. We are so excited to be able to be back with our Tech Days and uptake and demand has been high! Throughout each of the Sessions so far, we have been able to work closely with our customers and tailor the content to their specific needs, whether it has been training or a specific technical challenge. Everyone has reported gaining something and the group-based environment is a great learning forum for all.
We also have an upcoming Roadshow, “The Planit Experience,” in June where we will be presenting information on the latest version of CABINET VISION and launching some exciting new products also. This very special event will provide a great opportunity for product demonstrations, industry networking, and gathering feedback from our customers, all of which we know will help us to improve our services even further. These events I can assure you will be a great opportunity to meet with other Customers and learn about how they use our software within each of their individual businesses.
We are absolutely committed to delivering excellence in everything we do, and Customer education and training is no exception. Whether you’re an existing customer or totally new to Planit Australia, I can assure you we are here to support you every step of the way.
Once again, as the Concierge at Planit Australia, my job is to ensure that our customers receive the best possible Customer Service experience. As such, I am always here to answer any questions you may have and provide guidance on how to get the most from your investment in our Solutions. I take great pride in knowing that our customers are getting the best possible start in order to be up and running as quickly and effectively as possible.
I can’t wait to get out on the road in June to meet as many of our customers as possible and show everyone what we’ve all been working on. I am sure they will love it!