Issue 2: Globalization
Customer success always in view
This is how we support customers in insolvency businesses in the UK and Ireland
Interview – Debbie Mills
Debbie Mills is Head of Customer Success in the UK and Ireland.
In this interview, she explains why it is crucial to always have a close connection with each customer and to understand the customer’s business model as best as possible.
Hi Debbie, can you briefly introduce the Customer Success Team?
The Customer Success Team provides a service to the UK Insolvency Division. There are 7 people on the Team including myself, servicing approx. 250 customers, across the UK & Ireland. The key products in use, are Aryza Insolv, Aryza Advize, Aryza Connect and Aryza Engage.
How does the insolvency market look like in the UK and Ireland?
In the UK & Ireland there are different companies, including charities who are in place to offer debt advice and debt solutions to individuals in financial difficulties. Although there are geographical legislative differences, the outcome across the Isles is the same. Some of these companies use our products to help them manage their business and provide debts solutions more smoothly and efficiently.
What are the ways and channels through which you communicate with our customers?
We first meet a customer during the onboarding process and manage those relationships throughout their lifetime with Aryza.
When onboarding a customer, depending on the size of the business and the number of products we are implementing, we work very closely, usually onsite. However, this is supported by Teams calls, email communications etc.
Once a customer has gone live we use all communication channels at our resource to stay in touch with the customer.
Can you give a typical example?
Of course, we onboarded a customer onto Aryza Insolvency last year, this customer can be described as a medium to large customer so it was a high touch project.
Aryza Insolvency is a case management tool for Insolvency businesses. It is one of our core and very mature products with the majority of the Insolvency market using it. Nevertheless, it had to be adapted to the needs of this customer. We ended up working with the customer for 18 months to integrate their specific requirements into the software and meet their business needs. This was time-consuming, as we had to spend serval days onsite over the timeframe of the project.
However, it did offer advantages to other customers. As they will benefit from further enhancements to the product.
Another example would be Aryza Advize?
Right, I can give you an example here as well of one of our Scottish customers who use the Aryza Advize product. It’s a tool that is upstream of Aryza Insolvency, so it acts as a front end to transfer cases into insolvency resolution later in the customer journey. Our client is a debt solutions provider and currently activates about 150 new cases per month.
Their issue was that the creditor contact strategy ran along a decidedly manual process. Four employees had been managing it full time! After analyzing the current position, we recommended to use of our “Creditor Desk” product. This is an automated platform for creditor correspondence. The productivity benefits were enormous. Staffing at this company was reduced from the initial four employees to less than one. The customer could then deploy this resource to other areas of the business.
Does each client have a dedicated contact at Aryza?
Our aim as a customer success service to the Insolvency Division, is to ensure that our customers always have a dedicated point of contact.
How is customer satisfaction measured and what are important KPIs in that regard?
We carry out customer satisfaction surveys, we endeavor to do this annually.
We ask about their experience with all touchpoints within Aryza, from the Account Manager to our Support Desk, and their use of the Product/s… We collect and review feedback and again endeavor to action where we can. In addition, we have various SLAs (Service Level Agreements) that ensure compliance with certain quality criteria. This could be, for example, how often we contact our customers to carry out onsite visits, and that we commit ourselves to ensure that our customers always use the latest version of our products so that they are always receiving the best user experience.
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