Customer Success

How vaylens' Customer Success supports you and your business

Structures can be very complicated and overwhelming, especially within a company. With this article, we'd like to simply explain in detail what Customer Success is, what we do and when you can feel free to reach out to us.

We'd like to begin with a clear overview of the points we want to address in this article: 

• Tasks
• Services from vaylens
• What Customer Success is not
• Target groups
• Unique selling point (USPs)
• 5 questions you may ask yourself

 

Tasks

As Customer Success, we ensure that customers achieve their goals with our products and services through training and advice. We proactively address potential issues to prevent them from becoming problems. Our goal is to build long-lasting relationships based on trust and mutual success.
We work closely with our customers to ensure that they get the maximum benefit from the product or service. By regularly gathering feedback, we continuously improve our offerings to better meet customer needs. Our dedicated team is always available to provide support and guidance.

 

Services from vaylens

• Personal support and advice: Regular appointments enable individual advice
• Individualized training and workshops: We maximize the use of our products and services through dedicated training sessions
• Continuous support and proactive intervention: We solve problems and identify potential for improvements
• Personalized reports: By creating individual reports, we make our service and your success measurable

 

What Customer Success is not

Customer Success is not primarily responsible for sales. Our focus is on maximizing success and long-term customer loyalty and support. We strive to understand the unique needs of each customer and tailor our approach accordingly. By fostering a collaborative partnership, we help our customers unlock the full potential of our products and services.

 

Target groups

• Companies with high demands: Customers who require effective use of our products benefit from our personal service
• Long-term business partners: Customers appreciate the personal support for a continuous successful cooperation

Overall, customers of all industries and sizes who want to build a long-term and successful relationship with vaylens benefit from Customer Success.

 

Unique selling point (USPs)

• Proactive, personal support: We actively support customers in achieving their goals and making optimum use of the system 
• Strengthening customer relationships: We focus on individual needs in order to build long-term relationships 

 

5 questions you may ask yourself

1. How does Customer Success support my company in achieving its goals?

We ensure successful customer onboarding and workshops by fostering system understanding for effective marketing and individual use cases, supported by training sessions and webinars. In our customer arenas, we gather feedback to improve products and solve issues. Additionally, we collect and present key metrics to provide an overview of cases and tickets, optimizing our service.

2. What kind of training and resources does Customer Success offer?

Customer Success offers a variety of trainings and resources. These include trainings for vaylens portal, deep dives into specific topics like onboarding chargers, and addressing individual questions. Additionally, we provide reports and data exports to best support our customers.

3. How is the success of my use of the product measured?

To ensure the commercial success of chargers, Customer Success provides valuable insights and support. We offer data on the number of charge points installed as an EMP and compare hardware failure rates to industry standards. Additionally, we plan to offer independent advice on hardware types in the future.

4. What are the typical problems that Customer Success can solve?

Customer Success addresses operational challenges, helps customers understand product logic, and conducts individual problem analyses. This ensures that our clients can effectively navigate and utilize our products to their full potential.

5. What does the Customer Success team do for my individual questions and challenges?

We facilitate a successful partnership through various methods. This includes conducting monthly meetings, providing individual training sessions, and offering resources. Additionally, we promptly handle inquiries via email and phone, ensuring effective collaboration.