Onspring’s leadership, product, solution engineering, professional services and sales teams have hundreds (yes, hundreds!) of years of combined experience in business process automation with a focus on GRC. Nearly all of us here have had experience working for other GRC software providers or have helped to deliver consulting and implementation services across nearly every GRC product listed in a review, quadrant, report or software list.
There are a lot of places where you can find reviews of Onspring’s platform, but only a handful from the real, vetted voices of users. Gartner’s Peer Insights website showcases vendors and products with reviews from real customers. Onspring is honored that our customers expressed their views of our solutions on this site and our overall rating on Peer Insights is five stars.
We owe our success to an entire group of professionals: the Onspring Community. This team is comprised of Onspring employees, clients and partners who meet regularly to creatively solve problems using innovative software and process design.
In this situation, the “what works” part of the equation has to be our relationship with our customers—the way we interact with them, the desire we have to help them solve problems, the feedback they provide us, and the fact that they’re willing to recommend us to other potential customers. In a word, it is this symbiotic relationship that sustains us and keeps us moving forward.
I’ve worked in sales and client care for most of my career, and I’ve seen the good, the bad and the ugly when it comes to client relationships. In most cases, the quality of those relationships has more to do with the vendor than the client. I’ve worked for companies that cared deeply about forging great client relationships. And I’ve worked (briefly) for organizations that treated their clients as dispensable and replaceable. I don’t have to tell you which type of employer I prefer.
We all probably have an arsenal of poor customer service experiences, but what does it look like to have actual, supportive assistance? Here are a few principles I follow in my support role at Onspring to ensure that I’m conveying “care” instead of “couldn’t care less.”