Customer Experience (CX) is a software industry term that each company defines differently. In the simplest of terms, Customer Experience is how customers perceive interactions with a company. At Geoforce, Customer Experience is one of the prime considerations in every decision we make – from new software features and new hardware devices to the services we offer and how we design our installation guides. No matter how a customer interacts with Geoforce, our goal is to provide a world-class experience. Our people, software, hardware and services must combine to exceed the expectations of our customers on a daily basis.
World-Class Customer Experience
“World-class” is a high bar to set, and as hard as we try, we know we don’t always hit that standard. Geoforce is constantly improving by leveraging our daily interactions with customers to establish processes and systems to improve our Customer Experience. But those processes and systems can only go so far. It is really our people who demonstrate the dedication required to surpass our customers’ expectations.
As a Geoforce customer, you will always get personal attention through your assigned Account Services Representative or one of our Helpdesk Technicians. They are part of our ever growing Customer Support team and are happy to solve most of your requests and issues directly. They can also help you get more training on specific software features or show you how to solve a specific problem in the application. The Account Services Representatives and Helpdesk Technicians also act as the “voice of the customer”, as one of their primary purposes is representing your thoughts to the rest of our organization. They can pull in resources from other departments in the company as needed, for instance:
- Sales Manager / Account Owner for device or service quotes
- Professional Services for data integrations, formal consulting, or full application administration
- Field Services for device installations and troubleshooting
- Product Management for new or future feature suggestions
- Hardware and Software Development for current product issues
- Finance for billing or invoicing questions
Improving the Geoforce Customer Experience is not a single project that ends at a specified time but a consistent effort to continuously improve. By combining new tools and technology with our people, Geoforce is working to raise the bar higher than it has ever been. As such, we are confident you will see better interactions with Geoforce. Put our Customer Support team to the test and let us know how we can help. If you don’t contact us, you might be hearing soon from your friendly Geoforce representative!
John DiPasquale is the Director of Customer Support at Geoforce. He brings over twenty years of experience in Client Relations, Operations Management, Program Management, Customer Support and Technical Support in the B2B software world. John began his career as a Captain in the United States Air Force, where, in some foreshadowing of his future at Geoforce, he gained extensive experience with satellite GPS systems as a Satellite Operations Lead Instructor. We are proud to have him as part of the Geoforce team. John can be reached anytime at JDiPasquale@Geoforce.com or 972-833-2014.