Customer Success at ATG is more than just a title or department. It is a core value and attitude that ATG has built through growth and a desire to bring more to our customers than any other reseller. We intend to be a partner and an integral part of that relationship is the interaction with a customer success representative.
Onboarding Calls
Onboarding is critical to long-term success and growth as partners. There will be two main onboarding procedures customers will experience.
First Call
As a new customer to ATG, our CS representatives will schedule a welcome call and company setup, aka, customer onboarding. This call is important because it helps us set your expectations and standards when doing business with ATG. However, we also want to hear from you:
- What are your goals and challenges?
- What can we do to address these challenges?
This call should be a first step to set goals and ensure we follow the right path for your needs. During this call we will also complete quick administrative tasks such as confirming contacts, addresses, key dates and asset information.
Second Call
The other key onboarding call will be after a purchase. Depending on the timing of this call, it will be used to assess your strategic goals and ensure we are progressing. This call should once again be used to review contact information and assets. If there are any support-related issues relating to your current purchase, the CS rep will make it a priority to get those resolved.
Renewal Process
Renewals are a key function of our CS reps. This is a crucial time to assess needs and review. We do, however, want to make this a “non-event,” which means that we want to have everything prepared and discussed long before the renewal date. Pricing guidance and budgets, asset review and software updates, strategy alignment and seat purchases are all key topics that a CS rep should discuss with you. We want to remove the stress from the process to make it as smooth as possible and remove any chance of software downtime.
Educational Options
We take pride in our value-added educational options at ATG. Global eTraining is free to every ATG customer. Your CS rep is your main point of contact for all things global. Do you need an enrollment key? Is a user having issues accessing a course? Do you want a quick demo of the platform? These are all questions that your CS representative can help you with. They can also help you access white papers, locate information on a workflow, provide access to free CTC tools, and more.
Conclusion
We take pride in what we do, and your customer experience should reflect that. Your customer success rep is your relationship manager and someone inside ATG that will help you get the most value from our products, resources, and community.
Stay Connected
Get 24/7 access to top-notch technical content with new learning opportunities every week.
Contact Us