by Brian Mongkolpoonsuk, February 12, 2019

Streamlining Customer Success at KETIV Technologies

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Customers want efficiency and profitability for their company, and as a Customer Success Manager for KETIV Streamline, I aim to provide it for them. I make sure that our customers are not only ensured reactive support for when problems arise, but that they also get proactive support to propel them into the future successfully.

With KETIV Streamline, customers are assigned a Customer Success Manager (CSM) to manage their account and create a yearly specialized success plan based on their goals. As a CSM myself, the first thing I do is sit down with each company to understand how they do business, along with their short and long-term goals. I put these goals together and create a timeline with dates for monthly training, new-hire on-boarding and any speed bumps they may face along the way. Whether it is technical support, training, guidance, or consulting that is needed, I am their go-to resource at KETIV who can get them the resources necessary through-out the next year.

In addition to a CSM, we know that there are constantly new designers and engineers who are looking for introductory Inventor and Vault orientation, which is why we have Jumpstart.  We believe in “preventing the fire before it begins” which essentially means to properly train our customers before they use our tools.  This will prevent them running into issues later down the line from bad modeling practices and allowing them to design more efficiently.  With our once-a-month onboarding webinars (½ day on Inventor and ½ day on Vault), our customers can send their new hires or users who just want to brush up on the tool to these live onboarding sessions to get them well-acquainted with the tool and get their unique questions answered (instead of just learning watching a video).

For our more seasoned users, as a part of Streamline, there is the once-a-month Productivity Training session.  These are intermediate to advance training sessions on popular tools such as Inventor, Nastran In-CAD, Vault, AutoCAD Electrical, and more.  These sessions will help our users not only become familiar with the tool; they will be able to excel from the in-depth classes and will have the ability to be to ask the instructor questions in a live Q & A.

We realize that the value we bring here at KETIV is to “Streamline” the entire success process.  We have seen the path to success a million times and we understand that by working together with our customers throughout as much of their process as possible, we can eliminate the room for errors and leave more room for success.

I make sure that they have the proactive and reactive support they need to become successful. Reactive, so we can fix any technical issues they run into, so they are always up and running.  Proactive, to make sure they are not only well-trained to use the tools, but are competitive within their industry as well. We believe that both reactive and proactive support are needed for customers to succeed.

The reactive support of KETIV Streamline is Lifeline. With Lifeline, we have technical specialists standing by to help customers who run into software issues or errors. We help troubleshoot those issues and get customers back up and running as soon as possible. We understand the value of our customer’s time and we work closely with Autodesk to ensure that a large portion of their time is spent engineering and the continual creations of remarkable designs.

 

 

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