The Real Meaning Behind Customer Success

We’re not going to gloss over it. We really hate buzzwords. Nothing grinds our gears more than overused words. But (and it’s a big but) we cannot lie (!), customer success is a real thing. In fact, it’s our focus.

We care a great deal about our customers and honestly believe that this separates us from the rest of the market. And today, we’re going to talk all about what customer success really means for us.

Lost in Automation

We’ve found that new customers can get lost easily. Between all the technical lingo and the wide range of implementation choices, they often get overwhelmed. Worse still, they sometimes lose focus on the actual goal they had in the first place.

It’s understandable when they’re trying to push a technology they aren’t experienced in, but it’s always sad to see. That’s where we come in – a real guide in the journey of RPA.

Every Detail

We can’t say it enough, understanding is key. What does our customer want to accomplish through automation? What does their company structure look like? How does this process fit into that structure?

We look at how the details come together to form the dynamic of that working environment. Once we understand those things, we can put a build plan together and deliver exactly what our customer needs.

Well Oiled Machine

Let’s talk about a real example of how we guide a customer. We recently worked with a company in the credit sector. After a lengthy discovery process with them, we could see that Intelligent Document Processing (IDP) could save them a lot of time working through their customer forms. We could have left it at that.

The extra spice we added to bring out the best in that technology was to build it with the support of Machine Learning. Now, there is a solution in place which actually gets more efficient with time – learning as it goes. We couldn’t help ourselves, we really do want to deliver the best and that’s why we’re a trusted advisor in the industry.

We don’t build exactly what you want, we build exactly what you need.

Buy Cheap, Buy Twice

The truth is that sometimes a client’s idea just isn’t going to work. That’s only because they only have a high level understanding of how the tech works. At this stage, how successful automation is going to be in that business is going to come down to the vendor. Some would be happy to implement a slapdash, half-arsed, barely-fit-for-purpose solution. That’s not us.

We want you to get great ROI from RPA. You might want to dip your toe in with a slightly cheaper option – but you get what you pay for. And it won’t be cheaper when you have to buy it right the second time.

Being genuine is key for us. We’re going to be genuine with all our customers and encourage them to do the same. Being honest about concerns at any stage creates a space for honest dialogue and that serves our customers perfectly.

Everything for us comes down to making the customer successful. We genuinely care. We genuinely want our customers to succeed. People can tell when you’re faking it. Customer success leads to our success – and that joint prosperity is what we’re in it for.

Your success is our focus. Contact PAteam to take the next step in your automation journey.

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