Technology plays a vital role in tracking customer experience, from pinpointing client engagement along the sales cycle to gathering and dissecting critical information quickly. What is sometimes lost in the discussion about customer experience, however, is the importance of the human touch.
It’s that reassuring voice that says — “Let me walk you through this.”
At Real Capital Markets, that human element is a critical component to our “white glove” customer service approach. Just ask Tanya Ball, our Director of Client Services. A 16-year veteran of RCM, she plays a pivotal role in guiding the team that touches every part of the company and shapes the customer experience.
From answering client questions, to proactively reaching out for feedback ahead of a new product launch, Tanya and her team oversee the customer experience cycle from end to end. They are always looking at it from different angles to see if there is a better approach.
“Customer service has always been the top priority at RCM,” she says. “Without our customers, we wouldn’t be where we are today, and we realize the importance of going the extra mile.”
Tanya has been involved in various initiatives that demonstrate RCM’s continuous commitment to customer service. From the introduction of inSIGHT to numerous upgrades to the platform including: modern landing pages, enhanced email capabilities, and revamping our Virtual Deal Room, the client services team has been the critical link to understanding customer needs. As customers began shifting to mobile devices, she also played a role in examining how to deliver results on those devices.
Most recently this included a comprehensive upgrade of the entire technology platform. The result was a modernized platform with greater capabilities and efficiencies that impact each customer, every day.
As with any new initiative, once the software development gets underway, the Client Services team works diligently to become the resident experts on every change and nuance to the platform. This allows the team to then take center stage, fielding questions, sharing information and providing real-time support to our customers.
The RCM philosophy is that communication is key, which is prevalent throughout the relationship – from educational webinars to training videos to personalized walk throughs on getting a deal set up on the platform.
“We leverage technology to create an environment where the process is highly sophisticated, yet quick and easy to understand,” she says. “But, at the end of the day, the personal touch is what sets RCM apart. It really resonates with our customers and is a key element in our success.”
Contact Clients Services here for any questions you may have about our services.