CLEVELAND – April 3, 2012 – Hyland Software, well-known for exceptional customer service for more than 20 years, today announced a new department focused solely on the voice of the customer: the Hyland Software Customer Experience team.
The new Customer Experience team’s mission is to promote an exceptional experience for each and every customer during every interaction with Hyland employees, partners or software.
“Every customer, no matter the size or industry, needs to be 100 percent happy. That’s been Hyland’s goal since we sold our first customer in 1991. The Customer Experience team ensures this continues to be the case,” says A.J. Hyland, Hyland Software president and CEO. “To do that, we have to go beyond anecdotal evidence that our customers are satisfied. We must know exactly what they think and make that feedback actionable.”
This sustained focus on customer service is reflected in the company’s consistent double-digit growth, through numerous industry awards and in reports by leading analyst firms, which recognize Hyland’s approach to customer satisfaction as a true differentiator from its competitors.
“We want to ensure that all Hyland employees and partners, from the top down, are providing customers with something beyond ‘satisfaction’ and closer to ‘customer delight’,” says Tiffany Scherer, 13-year Hyland veteran and director of the Customer Experience team. “Our goal is to ensure our customers not only have our support, but have a clear voice in their OnBase solution and how it meets their needs today and in the future.”
The team will accomplish this numerous ways, including satisfaction surveys, consistent communication with Hyland customers and monitoring and engaging with customer communities.
That communication is key. The team wants to make sure customers know they’re being heard – and that Hyland is taking action to address responses, whether that’s rewarding an employee for positive customer feedback or creating new procedures based on a customer’s experience.
The team is already seeing results. Recent feedback from a new client revealed a communication disconnect after the customer’s main contact left the company. Quick action not only preserved and strengthened the relationship, it created a new process that will ensure tighter communication about employee transitions in the future.
“One of our core values is ‘our customers are our partners,’ and our Customer Experience team is charged with making sure that core value is fully realized,” says Scherer.
About the Hyland Software solution, OnBase
For more than 20 years, Hyland Software has been dedicated to meeting organizations’ needs for document and process management with OnBase, an enterprise content management (ECM) solution suite. As OnBase has evolved through consistent product innovation, it remains focused on automating business processes that depend on documents, content and people to operate more effectively.
Tailored for departments and comprehensive for the enterprise, OnBase is designed to grow with organizations, whether it chooses an on-premise or software as a service (SaaS) model. OnBase enables more than 10,600 organizations to be more efficient today and into the future. Leveraging more than 250 Authorized OnBase Solution Providers, Hyland’s partner network, these organizations span 61 countries. For more information about Hyland Software’s ECM solutions, please visit Blog.Hyland.com.