Cloud-based IT management software vendor, Kaseya has focused on ramping up its customer relationship efforts in 2015, which will continue to develop into the New Year.
In August, the vendor hired Alex Cuevas to take on a newly created role as its Chief Customer Officer. He has taken charge of building a team of customer on-boarding specialists and leading its customer success managers.
It is also paying a lot of attention to training, education and services.
Cuevas was in Sydney recently to emphasise its new customer-focused approach to the market.
“We had a fragmented client services organisation in the past,” Cuevas explained. “Some things we were doing well, but other things needed improvement. When I started at Kaseya, we were understaffed in the support organisation by about 35 per cent and we also lacked seniority because we had some attrition there. We’ve backfilled some of the empty spots and we’ve massively invested in training in our support organisation.”
Cuevas said customers may have heard other promises in the past, and it wasn’t relabelling the same thing. The vendor has made a concerted effort to rectify some customer complaints about support and staffing issues, and the amount of time it took to respond to queries, he said.
“If my customer isn’t successful with using our product, then as a customer success manager, I'm failing at my job,” he said. “We’ve made a massive effort to reach out to about 80 per cent of our customers. I feel like we’re in a better place, but we have a way to go.
“We know the direction we’re heading and it’s now just about building out the plans for each step.”