You know that special feeling you get when you’ve been treated better than expected, or when an experience was beyond your wildest expectations? Hi, my name is Penny, and it’s my job at SmartFile to ensure your experience exceeds your expectations.

After college, I read something that had a profound effect on me. It wasn’t a classic work of literature but a friend recommended nonfiction book called Raving Fans: A Revolutionary Approach to Customer Service. While customer service books might not be at the top of your Amazon wishlist, Ken Blanchard’s book caught my attention because it reinforced my thoughts that customer satisfaction is something that is an integral part of any business without really costing the business anything.

The premise of the book is simple. Customer’s expectations are terribly low, but if you can provide them with a better than expected experience, they’ll be thrilled and become your Raving Fans. The secret is that every single person at a business can help create a Raving Fan, including Executives, Sales and Engineers. Ken’s book opened my eyes and convinced me that these Raving Fans can transform a business like SmartFile’s unlike any marketing budget.

Books and previous experiences led me to my role today, where I serve as SmartFile’s Client Success Manager (CSM) and really enjoy my interactions with you, our clients. As your CSM, it is my mission to provide our SmartCare clients with the best customer experience possible.

In this article, I’m going to give you the inside story on SmartCare, a customer care option provided to all of our FileHub™ clients. Keep reading to see how we treat our clients going through that process…

What is SmartCare?

We launched SmartCare in 2012 and it has turned into an efficient and much-lauded customer support system.

Today it is available to our FileHub™ clients, who can access a dedicated support specialist 24 hours a day, 7 days a week. With SmartCare, your system should always be up and running at peak performance.

Here are some of the benefits SmartCare customers receive:

  • Highest Ticket Priority for Quickest Response Times
  • Discount on Custom Development Work
  • Dedicated Support Representative For Each Client
  • 24/7 Customer Service

SmartCare starts the minute a client purchases FileHub™, specifically with status updates. As the operations team is configuring your server and prepping it for shipment, we start with the kickoff call by welcoming you and introducing our team. We also set the expectations for our delivery process. After that, weekly status updates, constant communication and personalized service are all part of the process.

We schedule a second call once your FileHub™ device is received, for the actual install. This way we have a dedicated technician available to help get our clients up and running as quickly as possible.

While many companies would simply send the hardware and let you plug it in, we want our clients to get the most out of FileHub™ and to have a “better than expected” setup experience, which is why we offer scheduled technical support for the initial setup.

Every SmartCare customer is assigned a support specialist to teach them how to use SmartFile. This includes learning about administrative tasks, like assigning a user, or UI tasks, like setting up custom branding. We offer personalized training and videos branded to your own site, meaning you don’t have to learn off a generic video, but one featuring your own site. They can also train both internal and external employees and host live webinars for mass training purposes.

Learning and Improving SmartCare

SmartCare is always growing. After talking to our clients and internal teams, we discovered that our install process was not as easy as we planned. It was taking longer than expected to get clients up and running.

So we tested scheduling a live technical webinar to personally walk our customers through the install process. This led to a “go live time” metric decreasing by 75%!

Not only did that help us improve a crucial KPI related to customer satisfaction, it helped our clients get up and running sooner. Additionally, our clients loved having the opportunity to talk to a technical engineer in-order to get some answers to the more difficult questions.

All-in-all, SmartCare is about improving satisfaction. As such, we’re never satisfied with the status quo, we want to continue improving so we can provide you, our customer, with exceptional experiences.

We Take Your Support Seriously

We take our customers’ support concerns very seriously, because, without them, we wouldn’t have a business to run. That’s why we work so hard to keep our customers happy and listen to their concerns, as some of our greatest product ideas and features come from existing clients. Our goal is to set expectations and exceed them, every time we work with you and hoping to create our own group of “raving fans”.

Let Us Prove It. Start Your Relationship With SmartFile.

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— Thanh Ly, Senior Database Administrator, Albert A Webb Associates

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About Penny Barrett

I am SmartFile’s Client Success Manager (CSM), and I love creating awesome experiences for our customers. I enjoy spending time outdoors or near water with my family, especially long walks on the beach and underwater basket weaving.

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