Customer Experience

We're focused on the customer first. We spend a lot of time making sure that we understand the customer's requirements. Our teammates have deep knowledge of our products. Our intention is to spend as much time as the customer needs with the customer. It's a very hands on customer centric experience. I've been here over twenty years. There's something about kind of teaching people that I really enjoy. I also have a background in accounting. The onboarding process is pretty specialized. Our team typically consists of either two or three team members assigned to each of our projects. Sometimes it depends upon what the integration method is, how many team members we will have. We integrate with over two hundred counting systems, but we will make sure regardless of that integration method, we're working with the customer to configure their software to work best for them. We're meeting with the customer on a regular basis. We're making sure that they understand how to use the software, so it's extremely hands on. We have some general process guidelines, but you've got to make it custom for the customer. You have to understand what their needs are. You have to even understand what their aptitude for learning a new system is. As a project manager, it's our responsibility to come up with a plan and then execute on that plan. At Avid Exchange, we wanna make sure that we customize our software, so that it works specifically for what you need it to do. Every project, we always are getting on calls and walking through every step. So we wanna make sure that by the time we're done with everything, you know how your specific system that we tailored to you is gonna function. Once we go live, we're gonna hang out with you just to make sure that everything's working smoothly. If we need to make changes, we'll make changes. If you have questions, we're gonna answer those questions. We have a customer care team that you can reach out to a variety of different ways. Live chats, support tickets, even a fantastic library of, support articles, videos, how tos that you have access to anywhere, anytime. My team is responsible for all things knowledge and learning. We invest a lot of time in making sure that we can create resources the customer can use, whether it's customers that are new to Avid Exchange and we wanna make sure that they're successful, or whether they are experiencing a change and they need to leverage that education material to make that change go smoother. A large chunk of what we do comes from our customer feedback loop. We've discovered that we're strong when we are collaborating with one another, communicating with one another, building relationships with our customers. I think most of what what makes Avid Exchange what we are is how we interact with people. At the end of the day, the, common goal of everything that my team works on is creating a great customer experience.