Reach Goals Faster with Customer Success Management in the Digitalization of Mechanical Engineering
What is Customer Success Management?
Imagine having a partner at your side who is fully focused on your success — that is exactly what Customer Success Management is.
A customer success manager goes beyond the role of the conventional contact person. They take responsibility for ensuring that you achieve your goals along the entire customer journey. As a central interface between you and departments such as project management, product management, and sales and development, they ensure that your requirements are not only understood, but also implemented.
They are with you right from the start: from initial onboarding to continuous status updates and training, they are always at your side. Their focus? Developing solutions, sharing feedback and ensuring clarity throughout the project.
They also provide you with technical proof of concepts (PoCs) that help you implement defined use cases and make the added value for your team measurable. With proven best practices, they accelerate progress and give you access to a unique network of experts and other members of the community.
With Customer Success Management, you gain a reliable partner who shares your vision and supports you over the long term at every stage of your journey to digitalization in mechanical engineering.
Why Customer Success Management is indispensable for product development
Customer Success Management ensures you get the most out of our customer portal EquipmentCloud® for digitalization in mechanical engineering. By working closely with you, we gain a deep understanding of your specific requirements and use cases. This knowledge flows directly into the development of our product so that it is continuously matched to your needs.
A strong relationship of trust between you and our customer success team forms the basis for honest feedback. This feedback is essential for developing new functions that are designed to effectively overcome challenges by implementing innovative solutions. Prototypes and new features are tested together with you to ensure they provide you with measurable added value right from the start.
Customer Success Management also promotes communication between our product development and your project team. Thanks to this close integration, new applications can be implemented quickly and additional functions can be integrated efficiently.
Our partnership ensures that our product not only supports your current goals, but also drives your growth over the long term — through new projects, involving additional users, or developing new areas of application. Together, we lay the foundation for your sustainable success.
What does Customer Success Management offer with regard to EquipmentCloud®?
Our Customer Success Management makes it as easy and efficient as possible for you to use EquipmentCloud®. Our offer is customized to meet your specific requirements and guide you from launch to long-term use. Here is an overview of the most important services:
- Proof of concept and onboarding
Within just three months, we create real added value for your company. From kick-off meetings to milestone planning and defining the project team to implementation of the Proof of Concept (PoC) and practice-oriented training — we will guide you step by step. - Useful training courses
Regardless of whether you are an administrator or a user — our training courses cover all the pertinent topics. This includes setting up, using modules, connectivity, and integration so that you and your team can work reliably and efficiently with EquipmentCloud®. - Immediate support
Do you have an urgent question or do you need assistance quickly? Our team is here for you — via Microsoft Teams, phone, email or the Kontron AIS customer portal. We will resolve your questions reliably and promptly. - Regular status meetings
We organize regular status meetings to keep in touch and to document your progress. This makes sure that everyone involved always stays up to date. - Project-specific implementation
Our team supports you on specific projects, such as integrating third-party software, developing and coordinating interfaces, creating importers and carrying out demo presentations.
What our customers say
The customer surveys we conduct at regular intervals clearly show that our Customer Success Management is well received — and at the highest level. Consistently positive feedback confirms that we have taken exactly the right path by offering partnership and professional cooperation.
We are particularly pleased that our customers recognize the added value that we bring to the way we work together. In addition to being a service provider, many see us as a strategic partner for their further development. The trust our customers place in us is a great honor and at the same time an incentive to further perfect the way we work.
“What I love about Customer Success Management is the variety — no day is the same because every customer and every project is different. I particularly enjoy focusing on customers and working together with them to find solutions that really make a difference. It is fun to be part of exciting projects and to see how our work makes a real difference. ”
Alexandra Wehder, Customer Success Manager at Kontron AIS
Further advantages of the community:
- Sprint Reviews
- Roadmap Show
- Kontron AIS customer portal for customer feedback and news
- Technical support
- Continuous customer interviews
- Early access to beta features