Customer Experience – At the Heart of Dalet
Dalet is all about workflow innovation and progress in media technology, but innovation cannot happen without the best customer experience. At Dalet, we focus on the individual journey the customer takes with us. The best way to create solutions is to understand your users’ experience.By Maria Bulavskaya | 01/27/22
Change is Certain
Cloud, SaaS, PaaS, IaaS, subscription-based pricing, digital transformation – those terms are jumping at us from any technology-related article and presentation. Markets and technologies are changing, becoming more and more flexible, scalable, available 24/7, accessible at 99.99% level from anywhere. Together with those changes, we at Dalet adapt our ways of doing things and working with our customers.
Our streamlined product lineup is designed to provide customers with the mobility, agility, and flexibility they need to ride the ebb and flow of global changes and embrace new business opportunities. Dalet Pyramid reimagines modern storytelling, empowering news professionals to craft and deliver meaningful stories together, anywhere. Dalet Flex, also offered as SaaS, helps creative teams to manage, curate, produce, deliver and monetize content.
“The way of thinking changes, everything changes in this world”
Together with technology changes, relationships between service providers and customers change. In a subscription-driven world, and especially when it comes to SaaS, changing providers is easier. To prevent this, providers need to cherish their customer relationship and ensure user satisfaction and loyalty. This is exactly what we are working on at Dalet.
How do we plan to keep our customers happy? We have asked them what can be improved, and we are now working on the feedback provided. This is our plan:
- We are shifting our attention to the value we bring to you and to the success you can achieve.
- We are paying increasing attention to your Customer Experience through every interaction you have with Dalet.
Customer Experience: You Spoke – We Listened
You told us that some of the interactions you have with us can be streamlined. Our goal at Dalet is to make your journey with us as smooth and pleasant as possible. No matter who you are talking to – sales, professional services, support, customer success – or when you are using our products, we aim to provide a positive experience. To achieve this, we want to spend time with you, understand your interactions and pain points, expectations, and opportunities. As a customer-centric organization, we listen to and empathize with you and make your success our main priority.
We are starting this key initiative with key improvements to address your pain points.
Facilitating Deployment and Upgrades
One of the major challenges faced with media technology today is the complexity and length of product deployments and upgrades. Projects can be lengthy, requiring high amounts of time and resources. With Dalet Flex and Dalet Pyramid, we are automating deployments and upgrades to minimize time and resource investment. This will reduce the need for extra professional services and considerably improve onboarding time. We are aiming to reach the highest market standards for our SaaS-based offers.
Providing Easy Access to the Dalet Knowledge Base
You told us we can bolster our knowledge management tools. Easy access to product knowledge is crucial both during the onboarding phase when users are not familiar with the products, and later, when new users need support with their tasks. Easy search functionality is also vital. And, of course, it is better to have access to this knowledge directly from the tools.
With that in mind, we are currently working on adding access to Product Knowledge Guides directly from the user interfaces, so that users can easily get information. We are also putting a new knowledge base in place with an easy search functionality. Dalet Flex and Dalet Pyramid users will benefit when looking for product documentation or for short “how to” videos.
Launching a New Customer Portal
Most SaaS solutions in any field provide self-service capabilities to their customers. This way, customers can follow up on their subscription and manage their account.
To provide this capability, we are working on a Customer Portal. It will allow you access to your contracts and entitlements, open and manage support tickets, and, in the future, see consumption information and invoices. The Customer Portal will be the unique place for managing all subscription enquiries and will simplify your communication with Dalet.
Working Closer with You
We will be putting in place a series of initiatives throughout your Dalet customer journey: from involvement in product strategy, through piloting new functions and providing us with feedback about our products, the value they bring to your organization and any other aspect of working with Dalet. We believe that your success is our ultimate goal. We are looking forward to building long-term and fruitful relationships with all of you.
At Dalet, our top priority is looking to improve and better understand your needs. Share with us your thoughts through this poll so that together, we can create solutions.
With over 10 years of experience in product management, Maria looks after the Dalet Flex SaaS offering and its associated customer experience. Her responsibilities include delivering a smooth and positive customer journey for Dalet Flex out-of-the-box solutions.More Articles By Maria