Faster access to the right solutions and a team who knows your business well is critical to the success of our software partnership. This month marks a significant step forward to provide even more wholistic support to you and your team.
As of March 1, we divided our client services teams into three industry-specific client success teams.
These teams are cross-functional, made up of Account Managers and several Systems Consultants to provide in-depth consulting and technical support. This means that whether you have a question about year-end processes, are looking for training on a new module, or need to build out a customization, this team will be able to serve you well.
In the past we have had separate teams that serve all our customers in every industry: one to handle account management, one to focus on implementation and consulting projects, and one to handle the day-to-day support calls.
However, the answers you need don’t always fall neatly into those categories, and we often found ourselves pulling members from each team to work collectively to bring you the best solution. So, we thought, “why not just function that way all the time?” Let’s organize our teams to fit with how we can deliver the best and quickest solutions.
First and foremost, this change means you will have improved access to the support you need to move forward, and access to a team who will be dedicated to understanding your business and your industry.
Any work currently in progress will be finished by the team working on it already (so don’t worry about disruption there), but all future requests will be handled by your new Client Success Team.
This may also mean that you will be served by a new Account Manager; you will hear more about that in the coming weeks directly from your current Account Manager. Check out the FAQ document to answer specific logistical questions and feel free to contact your Account Manager to learn more! In the meantime, keep your business winning, and keep reaching out to us for support as you have been.
We are excited to serve you more wholistically in this new model, helping you tackle what's next for your business!
All the best,
Mike Stoltzfus, Koble CEO