How SPORT 2000 distributes Facebook advertising budgets to hundreds of retailers via a central platform
They work every day to ensure that our customers use dirico successfully: the members of the Customer Success Team.
The link between customers and product – we introduce: our Customer Success Department at dirico. In order for a SaaS company to grow, maintaining existing customers and expanding existing business relationships is an important cornerstone of the entire system. Long-term satisfaction can only be guaranteed with professional customer care. We will show you what it looks like behind the scenes.
Some of the main tasks of the customer success team are the implementing of dirico with new customers, continuous existing customer care, and everything regarding the topics of training and consulting.
„Our team is responsible for the thorough introduction of our software to our customers and for ensuring that dirico can be developed according to customer requirements. As the name suggests, customer satisfaction and the successful use of dirico is our top priority. If our customers are doing well, we are doing well. That is our daily business and our motivation!“Manuel Zimmer, Senior Solution Consultant
Being Head of Customer Success, Dennis Ollig is responsible for all areas of the department and coordinates the processes of his team. By creating clear structures, he has continuously set up the departments over the past years in such a way that they can work efficiently and in a scalable and data-driven way. Customer focus is his passion. That’s why he never gets tired of ensuring that a customer-centric way of thinking is lived throughout the company.
„Customer Success = Company Success – that is my personal definition and understanding of my work. This approach emphasises the importance of the department. Because if our customers are successful, then we as a company are also successful.“Dennis Ollig, Head of Customer-Success
As a Solution Consultant, Manuel Zimmer is the main person responsible for carefully implementing dirico for our customers and making them fit for the successful use of the software. In the course of implementing dirico, he conducts training courses and advises the contact persons in the company in order to harmonize internal processes and the configuration of the dirico license in the best possible way.
In addition, he is responsible for the continuous updating of the training documents. He also gives detailed introductions to our software to employees who are new at dirico. That way he makes sure that all colleagues are familiar with our product from the very beginning and are also able to work with dirico.
The daily tasks of our Customer Success Managers Natalia Pryanik (currently on parental leave), Sarah Icks and Selina Göbel are the regular support of our customers, the evaluation of feedback, the recording and classification of bugs and the initiation of bug fixes. In doing so, they contribute to the overall objectives – ensuring customer success and maintaining user acceptance.
The customer success department plays a decisive role in the company, because customer satisfaction is our top priority to ensure dirico’s healthy growth. This satisfaction is primarily achieved by listening carefully – and then using the feedback to optimise our product.
Head of department Dennis sums up the mission of his team as follows: “We are committed to providing our customers with first-class advice, enabling them to successfully use the dirico platform and ensuring a first-class user experience. We guarantee this through above-average know-how and dedication”.
„I started as a working student in the support department at dirico and soon realised: This is where I want to stay even after I graduate. In the meantime, I have become a Customer Success Manager and support our customers in using our software. This gives me insights into a wide range of industries. No day is like the other. It’s great fun and brings variety to my job. We grow together with the team to meet new challenges and thus grow stronger together.“Natalia Pryanik, Customer-Success-Managerin