I had a call today from our second customer ever! Way back in 1994 this customer signed-up. We were a DOS application in those days, called DonorTRAX. I was reminiscing a bit.
The original Executive Director is no longer there. The new person was planning to leave Denari so they can get a database that works for them. He had the wisdom to call first and explain how he is feeling. I sincerely appreciated that. Hey, if I was using software that wasn't meeting my needs, then I would be in the market for something.
So I listened for a few minutes and he basically said that they have never done anything more than basic list management, gift entry, receipting and a few reports. Boy, have I heard that before.
I told him I was 99% certain that he had no idea what Denari could do. I felt very optimistic that if he saw a demo of what he already has, that he would be thrilled and would see that it was just an issue of training. So, we are scheduled to do a demo in about a week.
This leads me to a stark reality. While Denari is very capable, very well designed and very well supported....there are customers who think it can't do what they want. Are you one of them? If so, may I suggest that it's a training issue. I don't know that 100% for certain. But, I'm 99% sure that if you saw what it did, through a skillful demonstration, then you would also be thrilled with what you have!
Friday, February 15, 2008
Friday, February 8, 2008
Support Team
Synergy is big on team. We have some very talented employees, but more to the point, we work together.
I ask each employee to be excellent in at least one area. But, none of us is excellent in everything. So, as we link arm in arm, and we each handle our part, we can also cover each other's weaknesses.
Synergy has staff in 3 states, in 2 time zones. This weekend we are flying the whole staff into Florida for a full-day meeting. Our primary goal is to facilitate unity, communication and team.
Synergy is now in its 15th year of operation. Fortunately, we have earned a reputation for excellent customer service. While occasional exceptions do occur, I feel this reputation is deserved. I've always believed that excellent customer service was an absolutely critical part of our mission. In some years we were excellent. In other years we were mediocre. The difference is the people on staff. With the right people, excellent service is possible.
Dave Stull is our Customer Service Manager. Since he joined our staff our support effort has steadily improved. He is the reason we are strong in support. We now are at a point that we receive regular compliments about support....unsolicited.
In 2008 Dave is expanding his responsibilities to include "Implementation Management". In a nutshell, this means that he will "pro-actively" inquire with customers about how their implementation is going. Our Help Desk is a "reactive" department. When you ask for help, we try to help. Implementation Management will be a pro-active department. We will inquire with you and ask probing questions.
I ask each employee to be excellent in at least one area. But, none of us is excellent in everything. So, as we link arm in arm, and we each handle our part, we can also cover each other's weaknesses.
Synergy has staff in 3 states, in 2 time zones. This weekend we are flying the whole staff into Florida for a full-day meeting. Our primary goal is to facilitate unity, communication and team.
Synergy is now in its 15th year of operation. Fortunately, we have earned a reputation for excellent customer service. While occasional exceptions do occur, I feel this reputation is deserved. I've always believed that excellent customer service was an absolutely critical part of our mission. In some years we were excellent. In other years we were mediocre. The difference is the people on staff. With the right people, excellent service is possible.
Dave Stull is our Customer Service Manager. Since he joined our staff our support effort has steadily improved. He is the reason we are strong in support. We now are at a point that we receive regular compliments about support....unsolicited.
In 2008 Dave is expanding his responsibilities to include "Implementation Management". In a nutshell, this means that he will "pro-actively" inquire with customers about how their implementation is going. Our Help Desk is a "reactive" department. When you ask for help, we try to help. Implementation Management will be a pro-active department. We will inquire with you and ask probing questions.
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