As a CISO, you’ve spent time deciding on the best platform to suit your data security and risk management needs and you are ready for the implementation. But what happens when you need to train your staff or what happens if you have a question? After the sales team has handed off your account does your phone ring to voicemail when you call customer service for your new SaaS platform? Are you waiting for days for a response to a simple question? That’s why understanding the role of Customer Service, or as we call it at Ostendio - Customer Success - is so important. At Ostendio, we believe that Customer Success is a partner to our customers, helping them be successful and use the Ostendio MyVCM to its full potential.
[Read more: The value of bringing in experts during an audit]
What should you look for in Customer Success?
When selecting a platform - look for these 5 elements in their customer success team to ensure you get the services you need to be successful.
How does Customer Success add value to your business?
By selecting a platform with an excellent Customer Success team you will benefit from the strategic and tactical guidance they can offer your employees as you establish your data security and risk management program. They will help you leverage your use of the platform to prepare for audits to standards and certifications such as SOC2 and HITRUST. By having a responsive Customer Success team available to help you, onboarding will be smooth and when new features become available, training will be given to your staff to get them up to speed. A Customer Success team will also add value to your business by having in-app guidance, help desk articles, training videos and webinars so there is always information available to your employees as they begin to use the platform.
Why does Ostendio handle customer success so well?
At Ostendio, we treat our customers like partners. Our Customer Success team understands that the success of our customers is directly tied to our success as an organization. Our customer interactions are unilaterally guided by the desire to be a trusted advisor rather than an account manager.
Can customers give feedback on the platform and suggestions for improvement?
We value the input of our customers and their users and you should be looking for a platform that encourages user input. Ostendio Customer Success uses various methods to actively seek out feedback from our customers, including forming a Customer Advisory Board, surveys, frequent communication about new features to ensure they resonate with our customer base. We benefit from the comments we get from our customers about ways we could improve the Ostendio MyVCM platform or new features they would like to see. Often, they are already in development and we can notify customers of the timeline for implementation.
Customer needs in a crisis? How has COVID affected Customer Success?
Our core value of empathy has never been of greater importance than during the COVID-19 pandemic. Ostendio is working closely with customers to help them best adapt to the rapidly changing economic and regulatory landscape. Beyond assisting with all things Ostendio MyVCM, Ostendio Customer Success is also concerned about the customer’s well being from an individual and organizational standpoint. The COVID-19 pandemic has been disruptive to many businesses and the Ostendio Customer Success team has focused on helping users of the Ostendio MyVCM platform as they adjust to their new work environments.
Ostendio has over 7 years of experience helping organizations with their security and risk management programs. The Ostendio MyVCM platform helps organizations build, operate and showcase their compliance programs. If you are considering an audit such as SOC2, HITRUST, FedRAMP or others, speak to Ostendio and learn more about how the Ostendio MyVCM platform can help your business.