Customer Success: Our Top Priority

Did you know it takes 12 positive experiences to make up for one unresolved negative experience? Or, that according to consumers, customer service representatives fail to answer their questions 50% of the time?  We take facts and figures like this seriously at Maintenance Connection.

It’s one thing for a company to claim how great their product or service is. It’s another for the customers to agree. That’s why Maintenance Connection is dedicated to customer success, ranging from onboarding resources to dedicated partner teams and annual user group meetings. Plus, did we mention we have a 98% customer satisfaction rate?

 

1. Onboarding resources that drive success.

We understand that an unfortunate amount of CMMS implementation efforts fail. A driving force behind CMMS success is user adoption, which starts with the onboarding phase.

When you sign up for Maintenance Connection, you’re greeted with a dedicated customer success manager from day one. Your manager works with you from the initial product implementation throughout the adoption phase to help answer questions and iron out any issues. You’ll work together through a six-step implementation strategy that is tailored to every new customer, rather than a one-size-fits-all approach.

Once the initial implementation is complete, we offer our customers MC University, an on-demand training hub. MCU was developed as an online learning platform that suits users of all levels, including first-time CMMS adopters. When you login into MCU, you gain access to more than 60 training courses that you can watch at your own pace.

Related resource: Learn more about MC University here.

2. Ongoing support for lasting relationships.

Our training resources don’t end in the onboarding phase. We want to build lasting relationships with our customers, and help guide them through the entire CMMS process.

We understand that issues happen — that’s why we have a set goal to respond to online, phone and email inquiries within 60 minutes during business hours. Our support team wants to quickly answer your questions, so you can manage your workload and not your software.

Customers gain access to general support via the phone, email or MC User Connect portal at no additional cost with the Annual Support Agreement. If you’re searching for more in-depth or end-user training, we have that, too! Turn to our resources like:

Plus, our growing partner network provides our customers with the ability to leverage best-of-breed solutions with Maintenance Connection’s software.

3. Bringing customers together for community.

It’s our duty to help guide our customers to CMMS success. And once they’ve found that success, we want to celebrate with them. Every year, we invite all Maintenance Connection users to our annual group meeting, Checkpoint.

Our annual Checkpoint or Road tour events provide our customers with guidance and training to maximize their return on our software. Our annual customer training event(s) gives us the chance to get to know our customers, and help them succeed both professionally and personally. Plus, there’s certainly some fun times had by all.

We also award our most loyal customers with one of two awards: the “Client of the Year” and “User of the Year” to represent true Maintenance Connection success.

Check out this year’s Road Tour schedule and locations! Registration is now open, so check where we will be and the exciting events happening as well.