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Our Goal-Driven Customer Success Approach

Jen Tetschner | March 30, 2018

At Spex, we’ve been building our Customer Success team and the processes we follow for our customers for several years now. Our objective is to deliver an outstanding customer experience to people at all levels of an organization by focusing on the customer’s goals and providing value to them every day. We want people to know that they have found a better way to execute on their day-to-day work using a new set of tools that are powerful and intuitive. Because of that, their lives are better, their work product improves, and their own customers are happier with the results.

We’re putting new software in customers’ hands and giving them an application-driven process to learn and adopt. We want them to be emboldened by a new way of doing things that improves their work product and adds to their bottom line.

It’s Not About Our Goals - It’s About the Customer’s

Early on our in our conversations with prospective and onboarding customers, we make it a priority to identify the organization’s business objectives. Why are they looking to engage with Spex? What problems are they currently facing that they are hoping to solve by using our platform? Are they currently getting quality data out of the field consistently across all users?

We spend a lot of time with our customers identifying short, mid, and long-term business objectives and benchmarking Key Performance Indicators (KPIs). Then, alongside our customer, we author a Success Plan - a shared roadmap for helping our customer achieve and surpass their goals. Key elements of a Success Plan include shared accountability, transparency, and ongoing collaboration.

In our world, accountability is huge. When a prospective customer decides to bring Spex into the fold, a handful of people are identified as important players in making it successful. In recent history, we’ve found that utilizing the RASCI model in our internal conversations around these folks can provide clarity about who is Responsible, Accountable, and so on in the group of stakeholders at the table. Sometimes the “R” is a member of our team, sometimes it’s our customers; regardless, we are in it together to improve their operations with Spex as the driver.

We build the Success Plan with the customer using Samepage, which helps us collaborate with stakeholders real-time either in the same room or on opposite coasts. In this living, breathing document, we’re transparent about our expectations of them, as they are with us. Making the path to success visible has helped us obtain more buy-in from stakeholders, which in turn helps us build trust and deliver value.

These goals ultimately come down to dollars - either saved in LAE or gained by acquiring new business. If we don’t understand their business objectives and how they intend to utilize Spex to hit them, then we as a Customer Success team can’t fully help them drive towards those objectives. By identifying these goals early on in conversations with customers, we can tailor the platform, trainings, protocols followed, and deliverables produced to achieve success in the activation and optimization of Spex.

Our Users’ Experiences

Spex’s value is realized in the efforts of desk and field users who work on the platform every single day. Saving one person time on one project is how we bring that value to life - whether it be through the ease of documentation in the field or less paper chasing at the desk. The Spex Dashboard and Field App are the epicenters for where the business objectives are achieved. In turn, these users are the ones who have given us the best feedback and feature requests, let us know when they’re encountering bugs, and are honest with their thoughts about the platform.

The onboarding and activation periods for customers and their users on Spex are crucial for the program’s success in an organization. It’s starts with training on the tasks and features that are most relevant to them. We work hard to personalize trainings to our customer as every organization operates in unique way and prioritizes different aspects of the claims process. We have found that field users become advocates of the Spex platform after only a handful of inspections conducted with the app.

Because of that gained value and trust, it’s on the Customer Success team to not let them down. Thanks to Intercom, we’re accessible at their fingertips via chat, and have built a robust library of Help articles to guide them through their first or 100th inspection on Spex. We meet with users to review and discuss their first or second inspections they conducted on the apps to talk about what they did well and how they can improve next time in their documentation. Building relationships with everyday Spex users is incredibly important to us when striving to make our platform successful in their organization.

Delivering a customer experience worth talking about is a challenge. Consumers in the insurance industry - either in B2B or B2C relationships - have high expectations about the service they will receive, yet are disappointed by the 21st century ‘take-a-number’ approach to the service experience - especially in claims management. In insurtech, it’s on us to take what we know about traditional insurance software, challenge the status quo, and utilize the technological resources we have at our fingertips to provide customers and our everyday users with an enjoyable experience.

Jen Tetschner
Customer Success Manager