Customer-driven excellence is at the heart of Scanbot SDK‘s approach, as Malte Geuthner, the company’s Head of Customer Success, explained in the company’s latest blog post. But what are these key tenets, strategies, and values that underpin Scanbot SDK’s customer-centric mindset and how does customer feedback drive continuous improvements in their scanning solutions.
Scanbot SDK is an organisation focused on making capturing data as easy, accurate, and as fast as possible. The firm currently has over 20m active users, and supports billions of scans every year across six continents.
This mammoth achievement is underpinned by the brilliant success of Scanbot SDK’s Customer Success Management solution, which is designed to empower customers to maximise the value they receive from their solution. This is achieved by fostering close collaboration across various departments, including sales, product, and engineering. This cross-functional approach ensures that customers not only have access to a top-notch product but also receive comprehensive support and guidance throughout their journey.
The German organisation prides itself on its ability to put its customers first, placing them at the forefront by offering enterprise-level support from the moment of initial interest. This approach includes proactive support even before customers officially start using the solutions. Multiple communication channels, such as Slack, MS Teams, phone calls, and email, are made available to ensure customers can reach out in their preferred manner.
These high-standards are rigorously maintained by the firm’s detailed and effective customer feedback management. Scanbot regularly disseminates its users feedback and gives regular reports to executives, allowing to gain insights into customer feedback and align company goals with customer needs.
This environment is all fostered under the watchful eye of the Customer Success Management team – which acts as a bridge between functional teams and customers, ensuring that all customer-related matters are swiftly addressed.
The Customer Management team also maintains direct communication with engineering teams and the CTO, facilitating synchronisation between customer feedback and the product roadmap. Around 10% of support requests even lead to the development of new features, which customers can beta test.
Ultimately, all this work goes under the banner of Scanbot’s continued pursuit of creating a customer-centric culture. Monthly meetings are dedicated to customers, showcasing their feedback and success stories to ensure that every team member feels connected to the difference they make in customers’ lives.
According to Geuthner, the company has worked so hard on customer satisfaction, that it has even had instances where their approach has directly influenced customer value. He said, “Our commitment to actively listening to our customers and getting a firsthand look at how they use our products in their real-world scenarios has yielded some pretty impressive results.
“We’re talking about a range of experiences, from addressing those seemingly small yet critical customer requests – like giving them more control by adding specific settings in our SDK – to ensuring support for a particular barcode type, as we did in collaboration with BarTrack.
“These seemingly minor tweaks have significantly impacted our customers’ overall satisfaction with our solution.
“But we’re not just providing such minor tweaks, of course. Our partnership with the ALH Group showcases our ability to take on substantial projects. Together with them, we’ve made our Flutter SDK fully customisable through our Classical UI Components. Through this sizeable effort, they were able to fine-tune our solution to their precise needs. The result is an app that doesn’t just fit their company branding guidelines, but also incorporates custom fields to improve the user experience greatly.”
Within the insurance sector, Scanbot SDK has identified valuable best practices. These include using tutorial screens for step-by-step guidance during scanning and allowing customers’ development teams to adjust settings for better user-friendliness.
It’s this commitment to customer satisfaction that has allowed them to develop these practices, due to their remarkable knowledge of what their customer base wants and needs. It’s unrivalled Customer Success Management solution is now a ubiquitous part of the company’s arsenal, and will only continue to allow it to thrive and push forward.
Read the full blog here.
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