While we’re featuring “Customer Success” throughout the month of December, it’s important to keep ourselves grounded. We’re proud of the product we have created and the success that it has enabled in so many organizations – but not all of our clients are happy all of the time, and we’re well served to remember that.
Boston Private Wealth Management Group has been a long-time client of policyIQ; some of you may remember a speaker from their organization presenting at our first user conference in 2006. Individuals from Boston Private have since moved on to other organizations, and referrals from their former employees have led to several additional policyIQ sales. Given such a history, it’s easy to imagine why one might assume that our client was 100% completely satisfied with policyIQ.
In August of this year, I reached out to Connie Mish, the Sarbanes-Oxley Analyst at Boston Private who had been charged with managing their policyIQ implementation. Connie had recently taken over the role from someone else, and it was the first time that she and I had the opportunity to speak. Suzan Beauregard, Connie’s supervisor and the Vice President and Assistance Corporate Controller, joined us on the call. I was looking forward to meeting a few new people at this long time, “happy” client.
The conversation was very different than my expectations. Connie and Suzan expressed dissatisfaction and frustration. To them, the product seemed to be too complicated, too slow and too inconvenient for their daily work.
Yikes! What happened to our happy customer?
Turnover, organizational changes, and simply time had eroded the once smoothly running process in policyIQ. While I had continued on with the assumption that everything was just fine for them.
Why am I telling you this story during “Success Story” month?
The ending is a happy one. The fact is that over time, as people shift around, organizations change and content builds up, the original policyIQ configuration may no longer be optimal for your users. In the case of Boston Private, we worked together to make some adjustments to the Folders, so that there weren’t so many levels to drill down into to get to the relevant information. Connie also became more familiar with our support team – who she now knows can offer immediate solutions if a question crops up. (Sometime they can even work miracles when data is mistakenly changed – but that’s a story for another time.) The results were a product that is easier to navigate for their SOX team, and a broadening of the understanding of policyIQ’s capabilities. We’ve even had an opportunity to present policyIQ to the Internal Audit department, who may now explore how to further expand the use of policyIQ within the organization.
When asked to comment for this blog post, Suzan named our support representatives personally. “John and Brian’s customer care is a primary factor in retention.” (We love them, too – but it’s always nice to hear it from someone else.)
As for Connie, in her own words, “I am your biggest cheerleader at Boston Private and will help in any way that I can!”
Happy customer once again!
The lesson for us is to never take a happy customer for granted. We want to make sure that we are working hard every single day to KEEP you happy.
We hope you might have all taken something away from this story as well. If your organization is frustrated with policyIQ, let us sit down and talk about how we can solve the issues. Small adjustments, training and a little personal support can go a long way to making your users more efficient!
Contact us to let us know how we can help! Or if you have stumbled on a really great time saver that you haven’t yet seen in a blog post or training session, email us and let us share it with others!