Hello! Marleen Dekker-Hansum here, VP of Client Services at SDL, hijacking SDL’s corporate blog for a moment. This is the first of a multi-part contribution to the blog from the Customer Care team,with lots more content for the customer to come!
We’re a company whose bread and butter is in Customer Experience Management and bridging cultural divides with our software, right? Correct! So, as the Head of the new Customer Care team at SDL – a team that has been active since early summer – I am here to give my two pence on who I am, who my team is, and how – like all forward-thinking organizations – SDL too recognizes the need to give customers in all locales a great experience. Our team works every day at exactly that.
I’d do well to say a bit about who I am though first. In the limited hours of the week I am not working to make our customer’s lives easier, I love to spend time with my family, preferably on the road as I have quite a passion for travel. During our trips I truly enjoy experiencing new cultures and exploring architecture and design. This leads straight into my own passion for interior design, those who have been to the Vietnam office will see my handy work (Image below). Professionally my role as team leader is to ensure my hard-working Customer Care Executives are enabled to perform their roles successfully. I also find myself involved daily in commercial and financial projects and I’m as busy as they come, but you know what? That’s the way I like it.
Right, back to Customer Care. The team was founded when SDL identified the importance of pro-actively building relationships with customers to understand their needs and to assist them to get the best out of our products and services. A key component of our team’s role therefore is overseeing the Customer Lifecycle Management program. This ensures that we are interacting with customers in all their stages of engagement with SDL. Whether they’ve just signed up and need proper introductions or they’re a loyal customer who we need to ensure continues to gain value out of SDL, that’s what we’re there for, to make sure all of these things happen smoothly and the customer remains satisfied. Naturally we want to measure this satisfaction in order to continuously improve, so we work hard on an NPS program run by Dylan Clark to make sure we’re turning all customers into happy promoters.
The day job of most Customer Care Executives has two main sides
The outreach component means reaching out to customers and advising them of how we can be of use to them while simultaneously verifying data and getting to know them. We also process Support & Maintenance renewals and we work diligently to get these all in on time. The listening component of a CCE’s job involve in-bound communications to our team inbox, where each CCE is responsible for performing escalations for customers in their territories. We have team members proficient in languages from Norwegian to French, with many in between, so approach us however you feel most comfortable.
Contact SDL Customer Care
Speaking of the inbox, helping customers in need is our raison d’etre, so we want anybody to contact us at any time for assistance, as it’s very easy! Anyone can email us at firstname.lastname@example.org with any query they have. We will get it escalated and dealt with in a timely manner.
If there is one takeaway I’d like you all to have from my little jaunt into e-literature here, it’s that I would be delighted if our customers allow us to be actively interacting with them and assisting them to gain that high customer satisfaction we all like to achieve. Our customers have appreciated this new initiative of Customer Care because it’s as beneficial for them as it is for us to stay in touch. We welcome you to reach out to us at any time, and on behalf of the Customer Care team, we look forward to hearing from you!