What is customer success and why does it matter so much to Ancoris?

By: Louisa Bird
Tag(s): News and views
Published: Dec 11, 2018
What is customer success and why does it matter so much to Ancoris?

Customer success should be important to any IT company. At Ancoris, it's a priority. Our first goal is always to provide every customer with an initial implementation that not only works on a technical level but is also:

  • optimised for their business needs
  • set up so it won't cause issues down the line—in terms of security, for instance
  • will stay healthy

Our tried-and-tested processes for deploying Google Workspace, Google Cloud Platform (GCP), Google Maps and Chrome Enterprise have ensured hundreds of customers have been able to set off on the right foot.

Customer success means much more than that at Ancoris

We also aim to help every customer maximise their use of the product they've purchased and get the best business value out of it over the longer term. That includes not just providing technical support and advice but working with customers to help them transform the way they operate.

So, once we've completed your implementation, we introduce you to the people who'll provide that ongoing support - our Customer Success team. Helping you understand how to work with them to get the most from our services is just one side of our support onboarding. The other is to make sure our people understand your organisation and how you're planning to use the product.

Naturally, all our support plans include break-fix support as standard. We also carry out regular checks to ensure your system is optimised and healthy, and we're here for you any time you have a question—any question at all—about how to use the product.

If you need more, we also offer plans which provide additional support for your Google Workspace administrators, developers and in-house IT helpdesk, including:

End-user support and advice

Through access to our Cloud Skills Academy, which lets your users find out for themselves how to do particular tasks in Google Workspace, and keeps them aware of new functionality introduced by Google. Quarterly Strategic reviews, where we review how you're currently using the product, understand what your business priorities are, and show you how you could use the product you've already purchased to achieve those goals. Including advice on third-party tools if your needs can't be met by a Google product.

Consultancy days and digital transformation workshops

That you can use for whatever you need—from asking us to develop custom solutions to digital transformation workshops that help you brainstorm how to get even more business value from the product and deep-dive security workshops.

Regular Service Review calls

With your admins so we can review tickets together and provide you with updates on product releases and what's coming soon.

You can rest assured your support needs are always handled by experts in the products you're using. Everyone joining our Customer Success team is expected to qualify as a Certified Google Workspace Administrator and pass the Google Workspace Deployment Specialist credential for Google Partners within six months. Many of our team have also obtained relevant certifications for Google Maps and Google Cloud Platform. Finally, as a Google Cloud Premier Partner, we have close relationships with the product experts at Google itself if we run into something we've not seen before.

Learn more about Ancoris Customer Success Services

If you'd like to find out more about our range of support plans for Google Workspace, Google Cloud Platform, Google Maps Platform and Chrome, and how we work with you, click here to talk to the experts in our Customer Success team.Ancoris Customer Success Services for Google Cloud Solutions

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