Fast-paced, essential, and intelligent are all words to describe our Results Desk team. Prepared to help with any functional or technology questions our customers or suppliers might have, the Results Desk acts as a value multiplier, helping to ensure clients unlock the maximum return on their eProcurement investment. This team of results-focused personalities plays a key role in successful P2P implementation here at Xeeva.
The Results Desk team’s purpose is to respond to user emails and calls with empathy and urgency to all inquiries regarding the Xeeva solution in place and to bridge the gap between user experience and system value by using our proprietary process called VITIC. VITIC is a simple, but effective step-by-step process by which the team handles all inquiries, and it stands for validate, investigate, troubleshoot, implement, and close.
Following each customer launch is a two week period referred to as hypercare. During this time, the customer may have one or more of our Results Desk personnel on-site to assist with the transition and change management to Xeeva’s P2P system. In addition, the off-site support includes a main go-to advocate on the Results Desk that remains with the client past the hypercare period. While everyone on our Desk team is qualified to assist our customers, having a primary contact helps Xeeva understand the unique needs, culture, and operations of each client.
Related: P2P Catalogs and eProcurement
Each Results Desk advocate goes through vigorous training on each role and module of our platform. From requesters to suppliers, our advocates are always eager to troubleshoot, provide on-the-spot training, and further assist in customer readiness and value creation.
Xeeva’s promise is to deliver supercharged results and value to its customers. Click To Tweet And the importance of strong customer service and success cannot be underestimated. According to customer service platform leader, Zendesk, 48% of survey respondents believe the most critical time to gain customer loyalty is during their first purchase or service and another 40% believe loyalty is sealed during the customer service experience. No wonder Xeeva and customers alike view our Results Desk as a critical and differentiated resource among our competition.