Since its launch four years ago the Customer Success Programme has become Software of Excellence’s very own success story. With some 2,500 practices enrolled, Customer Success has become synonymous with our approach to business. And the statistics bear this out - 95% of the practices on the programme report growth in their private revenue, with 42% of these experiencing impressive growth in excess of 50%. No wonder 88% of practices on the programme would recommend it to a colleague.
The programme is available to both new and existing customers and our aim is to create an environment in which all our customers are confident about their business performance and fully appreciate what they need to do to get the best out of their dental software.
The Customer Success programme is all about travelling a journey with practices. Dedicated Customer Success Consultants (CSCs), partner with customers to assess their current challenges and combine this knowledge with the customer’s own business objectives. Armed with this information, the CSC is able to focus on key areas, which they know, based on the practice’s metrics, will improve performance.
Extracting baseline data gives us a starting point, by which progress can be measured. The CSC arranges phone calls according to the practice’s individual needs, during which they will monitor performance and create action plans for the key performance indicators (KPIs) that are a particular focus for the upcoming month.
A surprise success
For new customers we aim to bring our consultants on board immediately, even before the data conversion stage. By getting involved early, our consultants are able to play a key part in the trial conversion and ensure that any questions or concerns about switching software are discussed and dealt with immediately. This means, the CSC starts to build a relationship based on high customer engagement right from the start.
A key focus of Customer Success is dental software training. The training aims to give each practice the knowledge and skills to be able to get the most out of the software and run a more efficient and profitable practice. We know, through analysis of KPI reports and success surveys, that by helping customers in this way, we are able to achieve outstanding results. This creates an atmosphere of trust moving forward, which helps us to guide customers through our best-practice journey and ultimately achieve more for their business.
We’ve seen some great results from customers who’ve switched from a competitor practice management system and we get consistent feedback from customers across the board who are delighted with the results and the speed with which they have been achieved.
Ongoing Customer Success
The Customer Success Programme signals the start of our customers’ journey with us and provides a solid foundation for business success. Aided by ongoing support from our Best Practice Consultants and wider support teams we can continue this level of engagement indefinitely.
Ultimately, our aim is to help dentists enrich their business and give them the tools they need to keep improving. The Customer Success Programme provides ongoing support which constantly evolves with the needs of the practice, delivering bespoke advice and a shoulder to lean on, whatever challenges the future may bring.
To learn more about Software of Excellence’s business solutions and be part of the Customer Success Programme, visit https://softwareofexcellence.co.uk/customer-success-programme/ and sign up.