By Brian Daniell, Senior Vice President of Customer Care, Deltek.
At Deltek, whether you are large or small organization, we know that in order to be successful we have to deliver on our promise to provide you with world-class solutions and impactful experiences that help power project success. Read on as I share how as an organization Deltek has reimagined the customer journey for you.
For the last two years we have surveyed Deltek customers to gather feedback and gain critical insights to help shape the Deltek customer experience in 2018, 2019 and beyond. I wanted to personally thank those of you who participated in the Deltek Customer Experience Survey.
As a direct result of your feedback, we renewed our focus on product usability and performance, enhanced the support and training experience, and diversified the way we communicate with customers through new programs such as customer town hall webinars and customer-only newsletters. But it doesn’t end there.
Between our long-term commitment to you, coupled with the feedback received, Deltek’s ongoing customer success strategy is a multi-channel initiative. We want to offer customers a wide range of ways to engage with us so that you can find what works best within your already busy schedule —whether it’s through live events, one-on-one interactions, or customer online resources to help find what you need quickly.
These are the three most important ways you can stay engaged with Deltek for long-term success regardless if you are a large enterprise organization or a small/mid-size business:
#1 Participate in Deltek Events
Deltek offers a variety of events throughout the year to help customers power their project success. Each event provides an opportunity to network with like-minded peers, learn about the latest Deltek product developments, or industry best practices.
Whether is attending our premier event of the year, Deltek Insight, industry-focused event like A&E Industry Days, the Deltek Clarity Government Contracting Showcase which are free to attend, or even by joining a Customer Town Hall virtually online- there is an event to help throughout your Deltek journey. Take advantage of our early-bird rate for Insight 2019 through June 19.
For more information and details about our events, please visit the deltek.com/events.
#2 Interact With Deltek One-on-One
You told us, and we heard you! One of the areas we made improvements to was the customer support experience. We have made several changes in the last year and continue to incorporate your feedback.
To help ensure you get more accurate answers, and faster, we have expanded training for all of our team members. This has included technical and product training, support training, and soft skills training. We have conducted over 16,000 hours of training in total, and we are not done. Furthermore, we are hiring additional senior professionals that have been in the field and do what you do every day. This provides a unique and valuable perspective that helps skilled customer support analysts come up with more creative solutions that benefit you.
Additionally, we have made getting to customer support easier. We updated and improved our phone system to streamline how you get to a support representative. In some cases, we have added functionality to recognize who you are and direct your call based on your profile, without you even entering a single option.
We made several changes online as well, including launching a brand new support portal, making it easier to find the information that you need quickly and efficiently
Because of these changes and ongoing commitment to customers, we’ve been through extensive customer service audits and I’m proud to announce that for the second year in a row Deltek has been recognized by J.D. Powerfor providing “An Outstanding Customer Service Experience” for Assisted Technical Support.
#3 Take Advantage of Helpful Online Resources
We know our customers are conducting mission-critical work every day and understand resources can be challenge for SMB business. Deltek provides helpful tools to improve your product knowledge and skills. Whether you need training, insight from peers or want to read about what’s new at Deltek, we offer a variety of convenient channels for you.
Here are resources you can take advantage of right now:
- Subscribe to the Deltek Project Nation blog featuring thought leadership perspectives from Deltek experts and industry luminaries on transformational trends, technology and issues shaping project-based businesses today.
- Access the newly redesigned Deltek Community. Benefit from peer-to-peer interaction by asking questions, contributing to ongoing discussions or just help build your own professional community. To access the Deltek Community, please log in to the Deltek Support Center to start participating today.
- Leverage the Deltek Learning Zone as your single source for product training which provides a wide range of training content to fit any learning style at a pace that works with your busy schedule. Empower employees at your firm with expert-built product training by checking out the latest offerings available on the Deltek Learning Zone.
In addition to the many ways that we are working towards improving your journey and grow your business with Deltek, your engagement with us doesn’t end here. Any time you have a question, need to get in touch with our customer experience team, or would like to highlight a positive improvement, please email DeltekListens@deltek.com and we’ll be sure it’s routed to the right individual or team.
Your experience with Deltek is of the utmost importance to us, and we are committed to ensuring you remain a Deltek customer for life. We look forward to continuing this journey together.
About the Author
As SVP, Customer Care, Brian Daniell leads Deltek’s global customer care and customer success strategy, managing global customer support operations, deepening customer relationships, and guiding the expansion of the company's portfolio of services to meet the needs of Deltek's growing customer base. Follow @Brian_Daniell on Twitter. To learn more about Deltek Customer Care, read about our tailored support and award-winning offerings.
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