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01. February 2021

Solutions Support From The Very Start – Why Setup Care Is A Win-Win-Win

Solutions Support From The Very Start – Why Setup Care Is A Win-Win-Win

Lots of businesses – including us here at WorkPoint – offer after sales care. With most technical products and services, it’s pretty standard and essential.

But how many companies offer free pre-operations service – high-value solutions support from day one? Well, none that we know of – at least not in the SaaS world – other than us.

We call it ‘Setup Care’ – and we offer it free of charge to all of our customers and partners.

But what is it? Let’s take a look.

A Positive Start To The Customer Lifecycle

We want to ensure that customers get off to a flying start. What we offer through our Setup Care initiative is free incident, configuration, and architecture reviews – with access to our in-house specialists – right up until the user is ready to go live and begin using WorkPoint in their day-to-day operations.

We started offering Setup Care in August 2020, as part of a wider commitment to user happiness at each point of the customer lifecycle.

We noticed that there’s always a lot of questions during development, customisation, and setup. We wanted to give our partners an opportunity to prepare the foundations for our software – to ensure a successful implementation once the customer is ready to begin in earnest.

Typically, the setup period involves preparing the environment. During this time the implementation partner also adds users, security protocol, software templates. We know that a development project can take a while – and can include a fair amount of uncertainty – which is why we want our partners and customers to feel secure during those crucial early days.

A Longer Term View

Essentially, by providing Setup Care we’re taking a longer term view. After all, the fewer hiccups there are during the customer’s early days, the faster they can begin benefiting from what our products have to offer.

However, equally, the more ‘hospitable’ the software environment, the less likely problems are further down the line too – which means fewer issues for our customers, partners, and aftersales team; and means that users get a better quality product from the very start.

Ultimately, we realise that a happy customer is a long-term one; so having faith in your software vendor from the outset is an important factor. So, all things considered, everyone’s a winner with Setup Care – the vendor, partner, and customer.

That’s a pretty successful outcome.