An interview with Genís Ventura Fayol
How did the new Global Customer Center department come about?
Genís Ventura Fayol: I had the desire to expand our services. The strength of support is direct contact with our customers, and for this reason we wanted to open up new communication channels: The new Knowledge Portal with up-to-date and relevant information on the use of Allevo and Kern Experience with webinars and presentations on product-specific topics.
What does the name "Global Customer Center" stand for?
Genís Ventura Fayol: Since we now offer more than "just" the usual support, the term "support" would no longer be appropriate. "Global Customer Center" rather conveys the feeling that we provide everything around our customer*s experience with the core solutions and beyond, creating real added value.
What is planned for the near future from the Global Customer Center and what are the next steps?
Genís Ventura Fayol: Currently, we are planning Kern Experience events for the next year. Furthermore, we also want to offer learn-on-demand or videos-on-demand, as there are also two people in the department who are very knowledgeable about video editing.
In terms of support, we are continuing to work on expanding the knowledge portal and presenting it more graphically. We are also considering offering a translation into English so that the knowledge portal is not only available to our German-speaking customers.
What are the internal and external benefits of the new department?
Genís Ventura Fayol: By expanding our services, we are even closer to our customers and support an even smoother and more professional application of the core solutions. The Knowledge Portal and Kern Experience also enable a constant exchange and contact with users, which we did not have before.
Internally, the expansion of the department to include the knowledge portal and core experience allows us to better communicate how our solutions are received by customers and where there is potential for optimization. This means that we can hear, read and see how our software applications are used on a day-to-day basis.
Contact
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