At M-Files Ment, we’re committed to ensuring our customers fully utilize our product and get the most out of it. We have a Customer Success team dedicated to just that which a strong mission to provide our customers with the help they need. These include the following:
Managing Pilots
Our team ensures our customers are able to maximize the benefits of document automation by managing pilots. These pilots aim to focus on up to three templates and make sure they go live successfully so our customers are able to get off the ground quickly.
Automation Services
While M-Files Ment prides itself on being a 100% no-code platform which users can automate quickly, it may also be the case that customers want to roll out to new areas of the business as quickly as possible. The Customer Success team is able to support and run projects to automate single documents or suites of documents so the customer can focus on managing change internally—without needing to worry about internal capacity for automation.
Consultancy
Depending on the need, the Customer Success team is able to offer consultancy services to customers. If we aren’t able to support, we can draw on our high-quality partners to assist. This is typically used where customers require support with the preparation of their templates, the automation of their templates, or change management. We understand that the implementation of technology has multiple facets, and we approach it holistically to support our customers.
Ongoing Support
The Customer Success team offers ongoing support to customers and responds to enquiries quickly. Depending on the enquiry, the team may respond with a text or even a screen recording of how to use a particular functionality. The team is there to make sure customers are utilizing M-Files Ment as much as possible to fulfil their needs, and this responsiveness and support is at the heart of making our customers successful.
Training
The team offers training during the pilot to make sure that authors are able to automate their templates. We support our customers with training so they are able to become self-sufficient when it comes to the automation of templates. We believe this is a key way customers can scale themselves without external support. If there is no pilot, then we also offer training at the beginning of the subscription. Further training can be provided at a cost, for example, to train new starter authors.
New Functionalities
We are continuously improving M-Files Ment as a result of advances in the market, and every day we continually finesse the platform for the benefit of our customers. This development means there are regular releases which add new functionalities to the M-Files Ment platform. After every release, the Customer Success team will send out release notes to customer product owners so they can review and take advantage of the latest functionalities and share them with their users.
Source: https://www.m-files.com/how-we-make-m-files-ment-customers-successful/
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