We are the
We are masters of all things fresh food retailing. Innovators and pioneers. Visionaries and go-getters. Opportunity makers and boundary breakers. And most importantly, always prioritizing customer success!
We are the
Fanatical Customer Success
Customer Success is when our customers achieve their desirable outcome. Our job is not only to understand what grocers are trying to accomplish, but moreover, to understand how they want to accomplish it and why. Then help them to get there.
Our Customer Success work consists of three lifecycle phases from onboarding to adoption and to continuous improvement of performance.
Director of Information Technology
Kings Food Market
Let’s onboard everyone and make it happen
Dedicated Customer Success Manager to activate the team of freshologists for implementation.
STAKEHOLDERS AND OUTCOMES
Key business and IT stakeholders identified for customer nurturing and continuous work to deliver expected defined outcomes during the pre-sales and sales process.
Implementation is completed including Installation, Discovery, Integration, Configuration, Testing, Training, Pilot through enterprise roll-out.
KPI SET UP
Key measurement activities are initiated to ensure the proper measurement
Senior business activities include monthly executive steering meetings and quarterly business reviews are scheduled.
Successful enterprise-wide roll out
Adapt, improve, expand – and never stop
DEEPER UNDERSTANDINGCustomer Success communicates with the customer to get a deeper understanding of the needs.
INSIGHTS AND RECOMMENDATIONSThe goal is to learn as much as possible about the customer and their business and also find other additional opportunities.
ON THE PULSE OF ADOPTION AND FRESH HEALTHMonitor adoption by measuring client health through KPIs and reinforcing the value to key stakeholders continues through regular communication, as well as formal QBRs with senior executives.
EXPANSION AND EXPERIENCEIf adoption is high then this indicates they are in good health and may expand services or products. Continue to nurture the customer experience.
Customer success and outcomes delivered
Customers are “adopting” the parts of the service/product that they are entitled to use as part of their agreement.
Continuous on-site support for users to build their confidence towards new technology and way of working and guidance how to improve at work efficiency.
Demonstration of value the software delivers to business and prioritization of partnership.
Customer Success discussions ensure desired outcomes are delivered by continually providing improvement opportunities to drive value, results and maximize returns on solutions.
From 22 000+ projects.
To every project we bring our fresh food retail business acumen, deep domain knowledge, operational field experience, proven tested methods and superior procedures that we have developed over the 30 years on the field.
Pragmatic, hands-on support for people
Compliancy with standards and requirements