An additional layer to your service delivery
At Reliance Protect, customer success is of the utmost importance to us, and we believe in the proactive management of your contract. Alongside a dedicated Account Manager, we introduce our Customer Success Manager, Trina, who is right at the outset of your contract at the implementation stage.
The customer success role is critical to effective and efficient implementation and continued progress of our service delivery to our customers – ensuring we maximise your value for money through the contract term.
Whilst we are well rehearsed in implementation, we understand that each one of our customers has different requirements, and whilst we know that an implementation structure is important, we also understand that not one process fits all. This is especially the case for clients that have a high number of lone workers.
What makes our Customer Success process the best in the industry?
Our experienced Customer Success Manager, Trina, creates bespoke workshops for each one of our clients., One of the critical purposes of these workshops is to educate at the department level, working directly with managers. This enables us to understand individually what our customer’s device user training needs are, and what internal customer documentation will be required to support after the implementation stage..
Supporting the dedicated Account Development Manager (ADM), Trina will be with the account for the initial 3-6 months to ensure the implementation has been a success and the correct processes are in place.
At any point the ADM feels any of our customers need additional support during their contract, they will be able to bring Trina back to help provide that extra focus and targeted support where needed.
Trina also runs a programme of webinars throughout the year, covering a range of topics to help our customers maximise the usage of our services, available for all customers to book onto.
Trina is field-based and has worked for Reliance Protect for over 10 years in senior customer support roles. Before this, she has previously worked in the wider lone worker industry for over 15 years. Over an initial 12 months, on average, our customers grow their device usage and adoption levels by 50% with Trina’s support and advice. which we believe will be essential for our customer’s contracts.
Some examples of recent Customer Success Implementations
Customer – NHS Trust going through a large renewal and upgrade of devices
Size of Contract – 750 Pulse Devices
Implementation Goals – Having responsibility for devices at the department level with a central contact to control stock and report on usage levels, they needed clear audit trails showing the allocation of devices and ongoing usage levels.
Outcome – All departments now have lone worker devices, and implemented usage plans with corrective actions. Manager workshops have been completed alongside device user training and bespoke supporting documentation.
Customer – Large Social Housing organisation deploying lone worker solutions for the first time
Size of contract – 742 Mixture Pulse & ID Ultra
Implementation Goals – Being a new customer that had not previously had lone worker devices, the requirements were to create policies, processes, internal training programs and provide education at all levels to raise confidence around the devices throughout their organisation.
Outcome – We set up forums with key stakeholders to understand how we could create departmental structure with a central point of contact. We created a full structure which included HR Processes, updated policies to support managers when following up on usage, internal training materials and supporting documentation. Bespoke workshops were delivered to educate managers/team leads/administrators at the department level. We implemented usage plans with corrective actions creating audit trails.
