In 2020, Technology Alone Won’t Transform Your Contact Center

By John Lynch | January 7, 2020
Serenova Service-First

If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time again, we’ve seen our technology solutions fuel growth by transforming the customer experience.

Transformational technology is in our DNA.

More than a decade ago, Serenova realized technology didn’t exist that could deliver immediate, consistent and exceptional service for brands. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. It gives global brands insights about their customer experiences and their customers, as they pivot among a constantly growing number of channels, including email, SMS, voice and Facebook messenger.

But technology is only part of the story—and the success.

As I travel around the world talking to Serenova customers, partners and industry analysts about why organizations choose to do business with us, there is a clear common thread: our people.

Without question, our cloud-based solutions help drive growth for contact centers. But in my more than 20 years of leadership in technology companies, I have never seen a stronger, organization-wide commitment to customer-first service than I have at Serenova. I credit it directly to our success. It’s the caliber of Serenova’s people that makes it possible for our customers to fully leverage the power of our technology.

In 2020, Serenova is elevating service to an even higher level by clearly defining what exceptional customer service means and using it as a compass to guide everything we do. Throughout the year, we’ll outline specific enhancements we’re integrating into our service delivery model, services methodology, processes and support offerings. But as we begin 2020, I want to first share why and how our unwavering customer-first approach is a key success driver for us and our customers.

Moving to the Cloud Is Smart, But Not Easy

There’s little doubt cloud-based contact center solutions are becoming the preferred model, replacing on-premises contact center infrastructure. But the reality is that while moving to the cloud is a smart choice, getting there is not simple nor easy.

We want to get it right for our customers as quickly as possible—and for the long-term. We understand there is a high level of accountability and anxiety during implementation that affects many and must be managed expertly.

Simply going live is never the end-goal. We know how critical the first three months after implementation are and deliver hypercare support during that period. We then continually share knowledge and best practices to ensure long-term success.

Our mission is to support implementation of our solution and ongoing usage through a white-glove level of service unique to Serenova, built on these four pillars:

  • Organizational-wide Customer-first Approach. Always. This means doing what’s right for our customers and ensuring they are always part of the thought process, from service engagement to delivery to lifecycle advocacy and support.
  • Dedicated Customer Success Manager. Our customer success managers are the one-to-one customer relationship leader and voice of the customer within Serenova. They are personally invested in understanding clients’ business operations and goals. They are experts and advocates—hands-on and on-site as needed pre- and post-implementation.
  • Proven Processes and Tools. We share our extensive knowledge of best practices, so customers go live with confidence and continue to fully leverage our solutions long-term—even as their businesses evolve. Our team clearly defines an engagement model that works for all, addresses every aspect of implementation and training, and collaborates to help with strategic vision planning.
  • Support Plans Aligned with Business Objectives. Every customer has ongoing access to business-critical support and a global network of experts throughout the lifecycle. Customers who need accelerated support turnaround, anywhere/anytime access and more customized technical consulting have a choice of tiered support plans that match their needs. These can be subscription-based or onetime engagements to suit the customer.

The Right Technology + People = True Transformation

Serenova’s roots are in the contact center. We started as a business process outsourcer (BPO) before we evolved into a technology company. We built our own cloud solution because we understand the everyday challenges of the people who are our customers and the people who are the customers they serve.

We are and always will be an organization of people—providing technology solutions to help contact centers grow and positively transform. In 2020, we will continue to evolve based on lessons learned over 15 years and remain committed to exceeding expectations.

On behalf of every person who is a member of the Serenova team, Happy New Year and stay tuned for what’s next.

 

 


John Lynch is Serenova's Chief Executive Officer. He is a proven leader with more than 20 years of experience building enterprise software teams, resulting in over $1 billion in revenue. John previously led Serenova’s global sales team, helping the company drive an evolution in the Contact Center as a Service (CCaaS) market with its introduction of CxEngage.