At SOE, our journey has been shaped by diverse paths and experiences, all coming together to form a company committed to excellence and innovation.
Understanding our history helps us see the bigger picture and fuels our commitment to our purpose. Remembering where we come from helps us to understand our ‘Why.’
Today, we want to highlight a key part of SOE’s story: customer success. It is a key pillar in our past, our present and our future. Back in 2022, we had the pleasure of listening to Brian Weatherly, our founder. The location where he spoke, Hever Castle, was the perfect setting – it is grand, historic and powerful, and so was the story of the past and future set out by Brian. It was exciting and inspiring. He spoke about customer success. He told us that, despite being created decades ago, we were not the first practice management software. This, he said, was a problem because in business being first is important. Rather than accepting second place in the category of practice management software, we decided instead to create our own category, in which we would inevitably be first. This new category was a practice management software company that actively helps you, our customers, solve your problems and achieve goals.
The world will always have problems, and Brian spoke of some of the ones we had seen from the 2008 financial crash to the Covid-19 pandemic. What makes us stand out as a business is that we not only produce software, but we help our customers to solve these problems. This is customer success. As we went around the room, others echoed Brian, and we learnt how customer success is the jewel in our crown, the unique selling point that separates what SOE does from our competitors.
But what exactly is customer success? And how does it impact you, our customers? Customer success is the commitment to solving our customers’ problems and helping you achieve your goals. Through this, we give you value and help you see that value. It is not only one department, not just a function – customer success is mindset that carries across the whole business from Onboarding to Sales, Conversions to Support, Marketing to Training, Finance to Dev, Product to HR, Corporate to Multi Practice.
It is a mindset that is embodied by everyone at SOE, a mindset that means we give you, our customers, real help in solving problems and achieving goals – it is a mindset that improves access to dentistry for millions of people in this country. We know access to dentistry can be lifesaving. We believe in what our dentists do, and that is why we feel proud to help you do it.
The best thing about customer success is that it is a win – win. When we win, you and your patients win too. Doing the right thing for you is the right thing for us, and that is not something everyone in the world of business can say.
As we move forward, the next chapter of SOE will be about embedding the customer success mindset even deeper into everything we do. Over the coming months, this blog will feature stories from across our teams, highlighting their impact on this exciting journey. Together, we are shaping not only our own story but also the stories of our customers and their patients.
Learn more about our customer success team here.