Unfortunately, far too many system administrators can relate, that feeling of not being heard and not being responded to when they reach out to their CLM provider’s support desk.
Whether you need help compiling a custom report for specific contract data, have a question about the best way to complete a process, or need a refresher or tutorial on a product feature, turning to your platform’s support desk should be simple, fast, and most of all reliable . . . not something to dread.
There are Many Reasons Other CLM Platforms May Not Provide the Support You Need
These include, among other reasons:
- Lack of experience
- Lack of expertise
- Supporting multiple company offerings and products
- Divided focus across company leadership
Lack of Experience
When evaluating a CLM platform, ask their average employee tenure. Partnering with a company where employee turnover is high means you’ll be missing out on important, long-term experience with the technology and risk not getting the support that’s often needed particularly, when it comes to a technology platform.
Lack of Expertise
A lack of employee expertise goes hand-in-hand with a lack of experience. In addition to having access to a support team that’s experienced with the technology to support user questions and data needs, partnering with a technology that is built and managed by subject matter experts across the company is a win-win.
When partnering with experts, customers win by starting out with a trusted technology that has been thoroughly vetted and designed by experts in contract lifecycle management.
Working with Contract Lifecycle Management experts will ensure your organization’s unique needs are understood. CLM experts have a deep understanding of the complexities of CLM processes and can provide targeted, accurate guidance that will work best for your organization.
Support Desk is Supporting Multiple Company Offerings and Products
It’s no secret that companies can quickly scale in size by acquiring smaller companies and absorbing them into the larger brand name. While marketing departments and agencies are skilled at assimilating the messaging of newly acquired offerings into the larger company, behind the scenes it can be a rocky picture.
Most commonly, in the case of a company acquiring multiple technologies, we often see the decision to merge customer support for multiple offerings into one support/service desk. While efficient for the company, this tactic does not best serve the end user.
Of the many reasons a single service desk supporting multiple technologies will fail the customer is lack of product knowledge. Support teams serving multiple technologies are limited in the depth of knowledge they can gain about any one tool. Clients in this situation may get frustrated when they have a need for support that’s beyond the solution’s basic functionality.
Divided Focus Across Company Leadership
Similar to the pitfalls of a single service desk supporting multiple technologies and products, a contract management “add-on” is not the same as a robust contract lifecycle management platform. “Add ons” will not receive the level of attention from the vendor’s leadership that your organization requires, as advancements and updates to “add on” solutions are often not a priority.
Ntracts Prioritize Clients’ Needs Long After Implementation
At Ntracts, we prioritize our clients’ needs throughout the relationship by building a robust support team and support process.
Ntracts’ support team representatives are imperative stakeholders during our new customer implementation process. Ntracts’ support team members are directly involved in the transition from implementation to support. The importance of the handoff between implementation and support cannot be overstated.
A careful, thoughtful transition between implementation and support ensures a customer’s diligence during implementation is fully captured so that they will continue to receive efficient, customized support throughout the relationship.
Following implementation, Ntracts’ support team has a comprehensive understanding of each client’s unique workflows and processes and are able to respond to any questions or needs a client may have.
Clients have multiple ways to contact the Ntracts support team and access hours are extensive. Phone calls made and emails sent to the support team during business hours are responded to quickly and accurately.
Though client inquiries vary (from guidance creating reports to providing trainings for a client’s new hire), the Ntracts support team has a long track record of resolving inquiries in a timely and thorough manner.
