Being closer and more responsive to our clients’ needs is a top priority for DiliTrust. That’s why our Customer Success team is singularly focused on supporting them in the best possible way throughout their digitalization journey.
Our clients benefit from personalized and unlimited training and support. The Customer Success team, comprising experts, is wholly dedicated to assisting our clients. Together, we establish a direct partnership, providing all the necessary tools and support to achieve concrete and tangible goals.
Five Phases That Define Our Customer Support
We can identify five phases that characterize the support that our Customer Success team provides to our clients:
1. Setup
The direct relationship between the client and the Customer Success team begins during the setup phase. In initial meetings, known as “kick-off” sessions, our team seeks to understand how our client operates and their specific needs. This enables us to deliver a platform that mirrors their requirements as closely as possible from the outset. For instance, setup involves configuring custom fields, user profiling, security parameters, defining workflows, and procedures.
Setup is also vital for discovering previously unexplored digitalization possibilities. By gaining deeper insights into our client’s operations and needs, the Customer Success team, particularly the Project Manager, can offer guidance and support in exploring new digitalization approaches.
2. Configuration
Based on the preliminary information gathered during setup, the Project Manager configures the environment to meet our client’s expectations and needs, involving the client directly. The configuration phase consists of various sub-phases where the Project Manager and the client collaborate to ensure everything progresses according to the needs outlined during setup, making adjustments as necessary along the way.
Our clients can provide feedback and request changes until the ideal configuration is achieved. Once completed, we verify that the configuration aligns with the client’s requests and needs before moving on to the next phase.
3. Import
In some cases, our client may need to import data and documents from other platforms or tools into the Governance suite. Our Customer Success team supports our clients in this crucial phase, ensuring they can continue accessing this data in the Governance suite seamlessly without switching between applications.
During the import phase, data is migrated or entered using various methodologies, ensuring complete security. At the end of this process, our client can start using the suite with their pre-existing data.
4. Training
Once our client’s environment is fully configured, and the data is loaded into the system, we proceed to profile and customize users by assigning roles and permissions. At this stage, the Customer Success team organizes fully personalized training sessions for all users, aligning with the usage procedures defined in previous phases.
Our clients can request multiple sessions with different content tailored to users’ roles within the platform. The goal is to ensure everyone can begin using the Governance suite effectively right away, overcoming any typical resistance to change.
After basic training, our client receives a user manual to guide them through their initial operations independently. Nevertheless, the Customer Success team remains available to our clients even after the “Go-Live” phase.
5. Ongoing Support
Even after the “Go-Live” phase, clients continue to have a dedicated point of contact available for any need: the Account Manager. Through regular meetings, clients can provide initial feedback on platform usage, resolve any issues, schedule additional training sessions, or simply seek advice on digitization.
The Account Manager also keeps clients informed about suite updates, gathers feedback and suggestions, and provides access to monthly educational webinars. Additionally, clients can contact 24/7 support in multiple languages for assistance with any platform-related issues they encounter.
Legal With Human Intelligence
Our motto, “Legal with human intelligence” reflects our commitment to fostering direct, human connections with our clients. At DiliTrust, we’re “Closer to You,” believing in the importance of personal interaction. Our Customer Success team’s service is valued by our clients, making us the leading SaaS platform in the LegalTech market.
Want to know more about the solutions we offer for digitalizing your organization? Get in touch with us!
