{"id":8406,"date":"2021-11-24T10:00:00","date_gmt":"2021-11-24T00:00:00","guid":{"rendered":"https:\/\/www.zircodata.com\/au\/?p=8406"},"modified":"2023-11-01T17:24:03","modified_gmt":"2023-11-01T07:24:03","slug":"spotlight-on-customer-with-tanya-mitchell-customer-success-director","status":"publish","type":"post","link":"https:\/\/www.zircodata.com\/au\/spotlight-on-customer-with-tanya-mitchell-customer-success-director\/","title":{"rendered":"Spotlight on Customer with Tanya Mitchell, Customer Success Director"},"content":{"rendered":"\r\n<p>While we have provided <a title=\"https:\/\/www.zircodata.com\/au\/project\/records-management\/\" href=\"https:\/\/www.zircodata.com\/au\/records-management\/\">secure document storage<\/a> and records lifecycle management since 1995, through the month of November we are celebrating 5 years of the\u00a0<a href=\"https:\/\/www.zircodata.com\/au\">ZircoDATA<\/a>\u00a0name and brand. We thought, what a great opportunity to take a deeper look within\u00a0ZircoDATA\u00a0with our 5 questions for 5 years.\u00a0\u00a0<\/p>\r\n\r\n\r\n\r\n<p>Here, we explore the customer with Tanya Mitchell our Director, Customer Success, what customer management means to\u00a0ZircoDATA\u00a0and the 3,000 plus businesses that trust us with their critical information every day.\u00a0<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\">\r\n<li><strong>What is the role of Customer\u00a0Management\u00a0in\u00a0ZircoDATA?<\/strong>\u00a0<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n<p>At\u00a0ZircoDATA,\u00a0Customer Management\u00a0is\u00a0organised across\u00a0three\u00a0key\u00a0areas:\u00a0\u00a0<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li><strong>Customer\u00a0Success<\/strong>\u00a0\u2013\u00a0ensuring\u00a0customers\u00a0have a great\u00a0journey with us\u00a0from\u00a0account set-up in our Records Management System and\u00a0onboarding, to getting the\u00a0absolute\u00a0best\u00a0from\u00a0ZircoDATA\u2019s\u00a0services.\u00a0<\/li>\r\n<li><strong>Customer\u00a0Care<\/strong>\u00a0\u2013 each Customer Care Associate\u00a0represents the\u00a0voice of\u00a0our\u00a0customers across\u00a0our business,\u00a0as well as\u00a0delivery or work orders and\u00a0issue\u00a0resolution.\u00a0<\/li>\r\n<li><strong>Contracts &amp;\u00a0Compliance\u00a0<\/strong>\u2013 matching\u00a0customers\u2019 changing service needs\u00a0through\u00a0contract\u00a0variations, drawing up new contracts\u00a0and\u00a0managing the\u00a0renewal\u00a0process.\u00a0\u00a0<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\" start=\"2\">\r\n<li><strong>What does customer centricity\u00a0mean to\u00a0ZircoDATA?<\/strong>\u00a0<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n<p>Customer centricity\u00a0is driven by\u00a0our customer\u00a0service culture\u00a0that we\u00a0integrate into everything we do.\u00a0\u00a0<\/p>\r\n\r\n\r\n\r\n<p>Striving for customer excellence\u00a0is\u00a0the responsibility of all teams\u00a0across the business,\u00a0and\u00a0revolves around\u00a0each team member\u00a0having\u00a0empathy,\u00a0listening to\u00a0customers\u2019 needs\u00a0and\u00a0delivering\u00a0the optimum\u00a0solutions\u00a0and experience\u00a0to\u00a0meet\u00a0those needs.\u00a0\u00a0<\/p>\r\n\r\n\r\n\r\n<p>As a business and team, we\u00a0continue to learn and are constantly\u00a0raising\u00a0the bar with process improvements,\u00a0internal\u00a0agreement and\u00a0check-ins to\u00a0ensure\u00a0customer success\u00a0at every opportunity.\u00a0\u00a0\u00a0\u00a0<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\" start=\"3\">\r\n<li><strong>What are the key elements that deliver great customer management?<\/strong>\u00a0<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n<p>At\u00a0ZircoDATA, our\u00a0Customer Management teams\u00a0are guided by\u00a0five\u00a0key\u00a0principles\u00a0which are non-negotiable\u00a0and\u00a0visibly\u00a0displayed on-site\u00a0as a reminder of our commitment to our customers every day:\u00a0<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>That every customer interaction is\u00a0recorded\u00a0for\u00a0action and\u00a0resolution\u00a0<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>To be the voice of the customer\u00a0and\u00a0learn from\u00a0feedback\u00a0<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>That all communication and behaviour reflect a customer\u00a0service\u00a0culture\u00a0<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>We help\u00a0our\u00a0customers transition and transform by guiding them through their journey with us\u00a0<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>Understand\u00a0and respect process and compliance\u00a0\u00a0<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\" start=\"4\">\r\n<li><strong>How do we harness technology to help deliver the best customer experience?<\/strong>\u00a0<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n<p>System integration is\u00a0critical\u00a0for\u00a0efficiencies\u00a0in\u00a0promptly\u00a0responding to our customers\u00a0and\u00a0personalising\u00a0their\u00a0journey\u00a0with us.\u00a0<\/p>\r\n\r\n\r\n\r\n<p>We\u2019ve\u00a0recently\u00a0deployed\u00a0Service Cloud Voice\u00a0(SCV),\u00a0a contact centre\u00a0application,\u00a0that integrates\u00a0into our CRM\u00a0to\u00a0transcribe and translate\u00a0customer phone\u00a0contact\u00a0as\u00a0cases.\u00a0\u00a0<\/p>\r\n\r\n\r\n\r\n<p>Our Customer Care, Billing and Accounts Receivable teams\u00a0can now\u00a0see all\u00a0customer engagement\u00a0via\u00a0integrated case history\u00a0that\u00a0resolves\u00a0customer queries\u00a0even\u00a0faster.\u00a0<\/p>\r\n\r\n\r\n\r\n<ol class=\"wp-block-list\" start=\"5\">\r\n<li><strong>If you were to consider the next 12 months, what does customer\u00a0management\u00a0look like for\u00a0ZircoDATA\u00a0and our customers?<\/strong>\u00a0<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n<p>Without giving away too many secrets\u2026 we do have\u00a0a number of exciting projects underway that\u00a0will\u00a0deliver on next generation customer onboarding,\u00a0further improve\u00a0processes\u00a0relating\u00a0to how we engage\u00a0and\u00a0increase\u00a0customer\u00a0satisfaction and reporting.\u00a0\u00a0<\/p>\r\n\r\n\r\n\r\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d wp-block-buttons-is-layout-flex\">\r\n<div class=\"wp-block-button has-custom-font-size is-style-fill has-medium-font-size\"><a class=\"wp-block-button__link has-background\" style=\"border-radius: 15px; background-color: #ff5200;\" href=\"https:\/\/www.zircodata.com\/au\/about-us\/contact-us\/\">Contact Us<\/a><\/div>\r\n<p><\/p>\r\n<\/div>\r\n","protected":false},"excerpt":{"rendered":"<p>While we have provided secure document storage and records lifecycle management since 1995, through the month of November we are celebrating 5 years of the\u00a0ZircoDATA\u00a0name and brand. We thought, what&hellip;<\/p>\n","protected":false},"author":2,"featured_media":8409,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-8406","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/posts\/8406","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/comments?post=8406"}],"version-history":[{"count":6,"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/posts\/8406\/revisions"}],"predecessor-version":[{"id":13838,"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/posts\/8406\/revisions\/13838"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/media\/8409"}],"wp:attachment":[{"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/media?parent=8406"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/categories?post=8406"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.zircodata.com\/au\/wp-json\/wp\/v2\/tags?post=8406"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}