At Elentra, our customers’ success is our successFebruary 18, 2022
Educating health science professionals is a “high stakes” industry, says Elentra’s Director of Implementation and Customer Success Emily Clark. She sees establishing and maintaining a direct one-on-one relationship with clients as essential.
“Training people who will have others’ lives in their hands means that the number one thing Elentra clients need is a level of assurance,” says Emily. “Not just about the platform itself, but of the professionalism of the support team to be backup for anything and everything as needed. Our clients need to know we’re here to mitigate the impact of any technical issues.”
As part of ensuring customer success — aligning clients’ goals with Elentra’s capacity to meet those goals — the customer success implementation team has established a process to ensure that clients are confidently using the platform to its full extent. They deal directly with “super users,” the people “leading the charge” with setting up courses, mapping curriculums, implementing online exams etc. And right from the kickoff both short-term and long-term client goals are clearly established.
“In every meeting we have in mind the guiding principles, the north stars for our clients,” says Emily. “That way we’re always able to evaluate if what we’re doing is in service of those benchmarks. For example, a client might say in six months we want to be fully paperless with exams, or within a year we want all of our assessments and evaluations tied to Elentra — whatever the case may be we constantly refer back to our original goals.”
Software as a service (SAAS) start-ups frequently don’t have a customer success team in place until the need for one is acute. This may mean that the understanding of a client’s history and needs remains undocumented. Elentra has not only put a solid team in place to ensure information isn’t lost, it’s also created timelines and clear breaks for evaluation along the way. As well, a new system of “severity and triage” practices for tech support services means that every support ticket is analyzed based on the same set of factors, ensuring appropriate resolution.
“We want to make sure clients feel they are being listened to, which means we have to have clarity and transparency,” says Emily. “And so far, I’m happy to say it’s been working well!”