Customer support has accounting or finance backgrounds and can assist us with real world problems

Description

Having customer support that has accounting or finance backgrounds in Corporate Performance Management (CPM) software ensures that they can effectively understand and help solve real life problems. Skilled customer support can contribute to better user experience, quicker resolution of technical or functional issues, and more accurate advice on how to utilize the software to its fullest potential.

Example Use Case

Scenario: A large consulting firm uses CPM software for managing financial forecasts, budget planning, and business performance metrics. However, their finance team is having trouble creating tailored reports and they encounter technical difficulties impeding their progress.

Solution: Customer support with accounting or finance backgrounds steps in to troubleshoot the issues. With their domain knowledge, they quickly understand the nuances of the problem and guide the finance team with detailed instructions. They also provide advice on how to better utilize software features for optimal financial planning and reporting, thus enhancing the overall efficiency of the project.

Considerations

Support is often a career starting point for individuals who want to move into a consulting role. As such, sometimes support staff have a background conducive to providing real advice when they are called by customers. This advice can range from advice on proper formula syntax to best practice security and sharing workflows.

Even if the support representative does not have direct industry expertise, their extensive use of the software in question could be incredibly valuable. That said, this requirement is helpful but not a deal killer by any means.

Questions to Ask a Vendor

• Background of Support Team: Do your customer support teams have backgrounds in accounting or finance and can they assist us with real-world problems we may encounter?
• Training and expertise: How are your customer support teams trained to ensure they have both the technical expertise and understanding of the financial industry?
• Enhanced Support: If this is not a standard offering with support, do you have an advanced offering that includes more experienced staff?