The vendor will provide us with a dedicated Customer Service representative

Description

A dedicated customer service representative is an assigned expert who provides users with ongoing support related to software, handling inquiries, assisting with issues, and providing guidance on operation and functionalities of the chosen CPM system. This requirement entails that the vendor, upon contract establishment, designate a customer support representative to assist with any issues, queries, or technical difficulties experienced by the company.

Example Use Case

Scenario: A midsize manufacturing company is implementing a new CPM software to streamline its financial performance tracking and data analysis processes. However, given the distinct nature of its operations, the company anticipates needing frequent assistance with software configuration, resolving technical issues, and understanding specific features.

Solution: The vendor provides a dedicated customer service representative to the company. This representative is always available to assist, from the initial installation and setup to ongoing operations. They can help with troubleshooting problems, customizing settings, optimizing usage, and understanding updates or changes in the software.

Considerations

There is a difference between an Account Manager and a dedicated Customer Service representative. An Account Manager's primary role is to make sure you renew, and more importantly that you expand your usage. They are often introduced to you towards the end of the sales process as your “primary point of contact”. Unfortunately, they generally are unable to help with technical issues, or anything system related whatsoever. Most of the time you'll only hear from them when it is time for renewal, or a new SKU is available for purchase.

Dedicated Customer Service / Support Representatives are usually different in that you are paying for their services in addition to license fees. They often have a handful of customers to support and are a single point of contact for the customer. This is helpful especially as they learn your business and become like an extension of your business.

This dedicated service can come in different tiers also. You'll see the classic Gold / Silver / Bronze to indicate the level of service. Sometimes it is simply a block of hours you can consume each month for whatever comes up.

Dedicated support can be very useful if your main administrator leaves the organization. The dedicated support representative can assist in transitioning responsibilities to your new hire in a more seamless fashion.

Questions to Ask a Vendor

• Representative Qualifications: What is the training and experience level of the dedicated customer support representative who will be assigned to us?
• Availability: What are the working hours of the assigned representative? What is the typical response time for queries or issues?
• Support Limitations: Are there any limitations or conditions related to the use of the dedicated representative's services?