Along the way, we have been proud to receive a number of industry awards and this tradition was continued in November when we were named ‘Customer Service Provider of the Year’ for the second year in succession, at the 2017 Dental Industry Awards.
We know just how important great customer service is and to better meet customer needs we have developed a new and very different approach to Customer Service known as the Customer Success programme. We also know that EXACT software can have a direct impact on a practice’s efficiency and profitability and the Customer Success programme is driven from a desire to make sure that all customers get the very best out of their software package, beginning from the very moment a practice engages with us.
Our Customer Success Consultants work with new customers to assess their challenges and understand their business objectives, which helps them understand the practice’s aims and build a relationship based on high customer engagement. This intensive support is paying substantial dividends in terms of practices’ ability to get the most from EXACT and make full use of its capabilities.
And the hard work is certainly paying dividends. Since launching the programme in September 2016, there are now over 200 new customers on the Customer Success programme and by January 2017, 91% of practices that had been on the programme for more than six months reported growth in their private revenue, with 55% of those practices experiencing growth in excess of 20%.
Managing Director Ben Flewett said “It is testament to the hard work and dedication of our whole team that we have retained this award for a second year. Software of Excellence has always prided itself on its ability to deliver five-star service and this year more than ever we have concentrated on delivering a series of interventions that guide our customers on their journey, from pre-installation all the way to business success.”
