Amit picture

Amit Chinchmalatpure
Customer Success Manager, Enghouse Interactive APAC

 

My Role as Customer Success Manager

December 2021

As I approach the end of my first quarter with Enghouse I’m very happy to deliver my first blog in my role as Customer Success Manager at Enghouse APAC.

Today I’m going to talk a little bit about what I’ve learned in the role so far, and some of the highlights and successes I’ve seen.

I hope you enjoy reading about these, and remember that I’m here for all of our customers, as a consultant dedicated to helping you maximise your Enghouse solutions, with a view to achieving success in your own operation.

Key learnings

I will confess that the Contact Centre industry was new to me, so for the first time I am interacting with Contact Centre Managers and Customer Service Managers, and this has been both tremendously interesting and truly inspirational.

So many of the people I’m talking to are juggling so many things, keeping staff engaged and customers happy within whatever framework their business provides. There is no doubt in my mind that the most confident CX managers I meet are those supported by a great IT team, who not only enable a smooth day-to-day operation but are ready to provide guidance on strategic options.

One of the most common strategic conversations I’m having with customers right now is about Microsoft Teams, which has become important to so many organisations since the pandemic, not only for internal communication but also for the Customer Service team, with a view to allowing them to engage better with their SMEs and other supporting staff in the business. Not a week goes by without a request from somebody to learn more about this platform in relation to the contact centre.

 

Highlights of my Work

Apart from meeting some great people, the things I enjoy, in no particular order, are these:

  • The satisfaction of updating our customers with Enghouse’s latest company news and solutions. We try hard to keep our customers up-to-date on these but the reality is that people – especially CX people – get busy, and an email bulletin can easily be missed.
  • Attending to our customers’ highest priority concerns and turning these around in the most efficient and effective way possible.
  • Making sure our customers get the right value out of Enghouse’s systems. I love hearing about the different directions that our customers are thinking about, and then bringing in the right experts at Enghouse to advise and help address challenges or plan growth options.

 

Occasions where I have added Value

I’ve only been here a few months, but I can already think of a few occasions where I believe I’ve been able to make a difference. Here are two that happened recently:

The first instance I would like to highlight was for a customer who unfortunately, due to many role changes, had been out of contact for over a year, and the incumbent CX management were not aware about Enghouse’s latest product versions or even how to get their solution upgraded. I’m happy to say that my engagement immediately helped them get their system up-to-date, and they have been very pleased to now have a face they know to go to for assistance from Enghouse, something we know they really value.

 

The second instance I’ll mention was for a customer who was struggling to understand communications around support needs. With the assistance of the right experts, I was able to examine and understand the issue myself from every perspective, and eventually to join the missing dots for the customer. Since then, I have always been part of their support case communications, making sure there is no further breakdown. This has made a big difference to both our customer and to our Enghouse team, with both now engaging more confidently and efficiently, and with the customer having an intermediate go-to person to assist when needed. In fact, they are now a reference for Enghouse!

Enghouse Interactive logo

Enghouse Customer Success team

Here to support you in your business…

  • Understand and optimise your existing tools
  • First point of contact for “Can we?” questions
  • Help chart growth and development plans

Email: apaccustomersuccess@enghouse.com