For those of you who don’t know me, I am Anya. And, I have been part of the Archer team for almost 10 years. Not only that, but I have also spent all of these 10 years being part of Archer support in various capacities. Tenure like that is almost unheard of in this day and age, and some may think that I am a relic in my thinking, but I will tell you why I have done it.
My background was not in service. Yet, when I joined the Archer team and began my journey in support, I was amazed at the focus the company put on customers and their satisfaction. Of course, in support we focus on solving technical problems, but I believe it goes much further than that. We, as a business, have always focused on making our customers successful. And, that was always at the core of what we were doing.
For me, that has struck something that I have not been able to shake off or get bored with for this long of a time. And, while that has always been the fabric of our being here, it has taken on a renewed life as we have formed a Total Customer Experience (TCE) forum to ensure that we don’t only preserve this approach, but instill it as a culture to each and every person who walks through our doors.
Focusing on customer experience is not limited to a particular team. Of course our Professional Service teams try to ensure that customer satisfaction is maximized when planning and building out a project; of course our support engineers focus on solving the problems so that customers are more successful. But customer experience begins before the first call to a vendor is made and is present throughout the lifecycle of the relationship. It involves everything from our community and marketing materials, to our admin who is greeting people at the door of our office buildings.
As part of our TCE forum, we are focusing on every interaction we have with our customers and examining all of our processes. We are working to ensure that we are operating with customers’ goals and experience in mind. As with anything, there are some quick wins and short term opportunities, but there are also big things to work on over time. This is definitely a journey. But, my hope is, that it is a journey that we all take together and through it become even better partners and advocates of each other.
It has been my focus to ensure that we in support do everything possible to make our customers successful for almost 10 years now. And now, I am so excited to spread that focus to the whole team. If you have any thoughts or ideas to share about your experience (good or bad), opportunities for our focus, or ideas to consider – please do.