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Ensuring customers reach their desired outcomes
Customer Engagment
VerseOne provides our customers with multiple levels of engagment, from initially joining us a customer, workshop sessions throughout the project and ongoing support. This allows customers to make sure; they are always getting the most out of their current solutions, they are kept abreast of the current news and trends within the industry, they are supported with training and edcuation services for new staff members and they are always kept up to date with the latest services and technologies we provide.
Dedicated Account Manager
During your initial project, you'll be introduced to your dedicated Account Manager, who liaises with you regularly.
Their role is to understand your organisation in more detail, ensuring that you get the most value from your VerseOne solution and that other elements of our Digital eXperience Platform can be used to enhance your digital offering.
Many customers find that other areas of their organisation find solutions to sector issues using digital, and by exploring these with your Account Manager, you and others in the sector can resolve these.
The VerseOne User Groups and Champion Customer Programme are great vehicles for these ideas - as VerseOne are dedicated to the sectors we focus on and develop specific solutions to help meet the changing sector needs - your Account Manager can ensure your involvement and your insights are shared with others.
Customer Success
A core element of the VerseOne Total Engagement Programme is the Customer Success Team, who liase with our customers to ensure they are getting the most value from their solutions.
The team communicates with customers and provides recommendations and have a range of reporting available to help customers with accessibility, advice on CMS functionality and assistance where customers are looking to develop their digital offerings.
Customer Support
Our team will provide support throughout your VerseOne journey. Regardless of how you contact us - via our online portal, email, telephone or VerseOne Vocoll - each call is triaged by our support team. Acting as a single point of contact, our team ensures each ticket is prioritised, allocated an agreed Service Level Agreement (SLA) and resolved within an agreed timescale.
E-Learning
All our customers get access to our e-learning material, with videos, guides, FAQ's and tips/tricks on how to get the most out of the VerseOne CMS. They can also purchase additional face-to-face training sessions and sign up to curated, job-role specific education courses. These courses are designed to bring a new member of staff on board without needing face-to-face training sessions, to allow organisations to quickly and efficiently bring people into the content administration teams without one off costs for every new starter.
MyVerseOne Customer portal
All our customers get full access to our Customer portal. Here, they can get live updates on their support tickets, check the progress of current projects, investigate their bandwidth/media usage, engage in our customer forums, check out our newsletters and much more!
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