It’s difficult for us to think about using the company blog to admit we’ve made mistakes; and it becomes more painful based on the deep and abiding respect we have for our colleagues who work tirelessly to provide great customer service. It’s difficult to admit we aren’t perfect, but sometimes we need to look in the mirror and report what we see. The fact is, in the past, OpenEdge customer service has not – in some cases - met the expectations of our clients. That’s a hard thing to write. What is very easy for us to write about are the significant steps we’ve taken, and continue to take, to monitor and improve our customer service.
In a recent conversation with Jim Hightower, Senior Vice President of Operations for OpenEdge, he stressed that it all starts with empathy. “Previously”, Jim admits, “too often client experiences with OpenEdge’s customer service left the client frustrated or confused.”
Jim went on to say, “OpenEdge customer service regularly delivered correct information to the client, but our delivery method and our timeliness were sometimes poor.” Moving forward Jim said, “the customer service team will be using a more robust knowledge base which will provide customer service agents the information they need to solve problems or answer questions in a timely manner”. But, Jim says, “providing the correct information in a timely manner is only part of the equation. Delivery methodology is just as important.”
Recently and moving forward, Jim has committed himself and his department to adopting a servant mentality. He stressed that “empathy will be at the forefront of all customer service interactions and OpenEdge is committed to continually improving the quality of customer service our clients receive every time they contact OpenEdge.”
In addition to the improvements in customer service, a new department has been formed to assist clients in improving their operations and making their business more successful. The newly formed Client Success team has been proactively reaching out to clients to help them be more successful. According to Jim, one of the past problems was the “cradle to grave” syndrome. Basically, “OpenEdge would have conversations with merchants at the beginning of our relationship and then again at the end of the relationship (or occasionally when they had a problem or question). Most of our clients would have no contact with OpenEdge unless they had a challenge.” That has all changed now. The Client Success team will look for touch points and use predictive metrics to proactively communicate with clients to catch problems or questions early or keep problems from happening altogether.
What’s the goal? It’s really very simple. OpenEdge strives to provide world-class customer services to all our clients. The initial steps have been taken to improve the effectiveness and timeliness of each customer service interaction a merchant experiences when they contact OpenEdge. And until we can say on our blog that we’re perfect, it’s a goal we’ll never consider reached.