CUSTOMER SUCCESS – GEOFORCE STYLE

 

Customer Success is a job title and a catchphrase that gets thrown around a lot. At Geoforce, we keep our company values top of mind in everything we do, and customer care and support are no different. When it comes to our customers, we don’t just say it, we “Own It.” That means we won’t pass the buck when it comes to finding the answers you need and helping you solve the problems you’re facing. It also means that we understand that good customer service is personal, so we have teams in not only the U.S., but also in Australia, Canada, and Brazil that understand you and the culture you live in.

“Customer Service is not just a department at Geoforce.
It’s the whole company.” – David Durda @ Kelt Exploration

Let’s face it, most B2B and B2C businesses boast of having some sort of customer success and/or support team tasked with ensuring the customer experience is a positive one. Most end up being empty promises. Customer service has expanded a lot over the last decade as the consumer continues to have more and more options to choose from and not everyone has succeeded in keeping up with the changes. We realize that to keep people happy, customer service teams need to evolve to retain their customers. How do you do this, though? With the world becoming more fast-paced with the never-ending advancement of technology, the demands of the customer have also increased. Being a growing asset tracking and technology company implies there is a lot of pressure to stay relevant, embrace change, and move to more intuitive, automated services. At Geoforce, when it comes to customer service, we like to stick to our roots and what we know!

Getting to know what our customers value, what their business needs are, and working with them to help ensure that their ROI is high, is truly what we value here. Building relationships and trust is key to establishing the type of dynamic needed to ensure a healthy partnership. Helping our customers save money, improve business efficiencies and contribute towards a safer workplace are all ways we help to improve, and potentially grow their business.

My experience with the customer service team at Geoforce Canada is a very positive one. They have great response times, are good listeners, and we work together as a team to make sure any problems are resolved. The support is great, and the personal touch is even better! I would 100% recommend Geoforce Canada and look forward to continuing my relationship with them.” – Naz @ McAsphalt

Ways in which we personally work towards ensuring the partnership between us and our customers is a strong one and is our multi-tiered approach to service and support. We have our general service and support model broken out into: Training and Onboarding, Customer Success, Customer Care, Field Services, and Project Management.

Our Training and Onboarding team works together with the Customers Success team to ensure all new customers make their transition to the new platform as seamless and painless as possible. When you become a Geoforce customer you will have access to additional resources to ensure you are getting value out of the system and that any needs you have regarding our solutions are being met. You can expect on-going training, account reviews, check-ins, and depending on location, face-to-face meetings as well.

“Christine and Caitlin treat our issues and problems
like their own and help us thru to solution.” – Chad @ PVT

Our Customer Care team works quickly to respond to all messages received from our customers. Our team is always looking for ways to improve the customer experience and interaction. During these pressing and uncertain times, we recently released two new customer-facing tools which we believe will improve your ability to contact us. Customers now have access to a new help site and an integrated chat system within our platform. By providing easily accessible training materials and a quicker way to communicate with us we are improving the customer experience.

Something else that sets us apart is that we have teams of specialists in strategic areas of the world to provide field services to our customers in Brazil, Canada, Australia, and other strategic locations in the US. Our Field Services team is regularly on the road and can be available on-site to assist with your modem installations, any repairs that may need to get done, hardware swaps, as well as troubleshooting. They are an integral part of large fleet rollouts and can also provide installation training programs to your internal team.

“The team at Geoforce is friendly, efficient, and knowledgeable. I never feel like just a number when dealing with their support team. They understand my business needs and often reach out to me before I even have the chance to send an email.” – Lindsay Martin, EcoFitt

Finally, our Projects & Solutions team is designed to assist with larger fleet rollouts and complex solutions. They will do an in depth needs assessment with you and help to find the solution that best fits your business needs. They oversee the deployment and onboarding of your solution and work with the rest of the Operations team to ensure a positive customer experience.

At Geoforce, we understand your needs and we have a team of experts always willing and able to help you get the most out of your investment.

Caitlyn Murray is a Customer Success Manager in our Canada office.