Last month, Delta Data released a new Knowledge and Support Center, which empowers clients to get product support and helpful information when and how they need it.
The new portal grants clients ownership of their individual service experience. The Knowledge Center includes a robust, searchable library of FAQs, user manuals, Help and How-To articles, downloadable release notes, and training videos, all built out by the Delta Data Product team, as well as search analytics to identify topics that of most interest to clients. These resources are designed to help clients and their teams get answers to questions quickly and on their timetable.
The Support Center component of the new portal allows firms to easily enter tickets, assign severity levels, provide backup information, and ensures transparency into ticket status.
Over the course of the last few months, Delta Data has rolled out training sessions with clients, ensuring they know how to utilize the portal and how to take advantage of its features to best suit their needs.
The Delta Data Client Service and Implementation team continually strives to deliver an enhanced client experience in all aspects of service to Delta Data clients. The introduction of the portal, coupled with a disciplined project management approach and a dedicated, informed, and accessible Delta Data team, enhances client trust.
“I’ve been supporting clients all throughout my career. And I love supporting clients – it’s where the rubber meets the road for me,” said Delta Data Vice President of Client Service and Implementations Sue Massaro. “Two things that absolutely make my day are either getting a client live into production for the first time, or probably the best, getting unsolicited feedback from a client complimenting our team on our support quality.”
Feedback on the Knowledge and Support Center has been overwhelmingly positive, with multiple clients recounting an affirmative and helpful experience with the new tool and looking forward to utilizing it in the future, as well as acknowledging their appreciation of the implementation of this new client tool.
Constant communication is a key objective of the Delta Data Client Service and Implementations team, underscoring an organizational commitment to an industry-leading, personalized, and consistent client experience across all touchpoints. Developing new tools and capabilities is just one of many ways Delta Data seeks to serve the client. Contact us to learn more about Delta Data’s client-centric approach and how our team continues to enhance the client experience.