Enterprise-class service: Our commitment to our customers’ success

This is the fourth installment in a series about what it takes to build an enterprise-class software company. You cannot build an enterprise-class software company without enterprise-class services. We combine deep wealth management domain expertise and enterprise software expertise, and deliver timely, innovative solutions configured for our customers’ businesses—all while keeping their data secure and private.

At Advisor360°, our products and services are deployed to assure that our customers meet the needs of their clients, leveraging our technology and R&D. We take the enterprise-class service component of that very seriously and focus on client success and workflow improvements every day. Our services are built based on the best people, an industry-tested approach, solutions that are crafted with care, and a determined commitment to our customers' success. We strive to make sure our wealth management platform is always available, highly performant, and proactively serviced.

Our people

Enterprise-class service starts with the quality of the people providing it. They need to be deeply aware and experienced with our products, offerings, and underlying infrastructure. At Advisor360°, our people have extensive financial services industry experience as well as industry-tested skills providing and supporting products to enterprise-class customers. This guarantees awareness of financial services and wealth management best practices while considering our customers' unique workflows and needs.

We strive to be customer-obsessed and have built this into our core values—relentlessly seeking to delight our customers and exceed their expectations as part of our culture.

Our approach

Enterprise-class service requires extraordinary systematic care, which means learning about our customers’ clients, understanding their businesses, proactively responding to issues, striving to increase efficiency, and assuring they succeed. We aim to be:

• Extraordinary in our desire to provide the highest level of proactive and effective service and support. We value our customers’ data, business, and the services we provide—we prove it every day by exceeding service and support expectations.
• Systematic in our deployment of world-class technology and processes to ensure software uptime, performance, security, availability, and high service-level agreements (SLAs). Our team proactively measures, documents, and reports findings at every touch point, ensuring we respond to every event and continually learn to improve our capabilities.
• Caring by showing empathy, awareness, and a focused interest when responding to customers’ urgent needs through our team members. We strive to ensure our customers' satisfaction by understanding their experience and consistently improving results.

This approach helps ensure we know how customers are doing qualitatively and confirm that with their results and progress quantitively.

Our solution

Our solution for enterprise-class service consists of customer success and support that includes customer advocacy, product enablement, executive communications, a support center, support communication, and site support health and wellness monitoring.

Customer success
Advisor360° uses a set of best practices to maximize the business value that customers realize from our wealth management software. It starts with client advocacy, managing their entire life cycle with us.

Our Customer Success team collaborates with customers to ensure success from roadmapping to onboarding to go-live. We are deeply embedded within our customers’ businesses and are aware of their processes, engaged in their day-to-day activities, and focused on learning how we can leverage our technologies to help them. We help ensure all activities across the company—from product planning to product enablement to release management to executive communications—are aligned with their needs.

Support
Our premium support model is designed to meet the exact standards of enterprise-class businesses. We work closely with customers, providing them with online documentation and training for frequently asked questions, regular updates to ticket statuses, and collaboration on resolution approach, all while staying aligned to our defined SLAs.

Our team of experts understands our infrastructure, guarantees its state, and evolves with our technology. This assures our SLAs for security and data protection, performance, uptime, and general services are in place and satisfied. We understand that our customers rely on us 24x7x365, which is why we constantly monitor and react to day-to-day input from their production environment. We drive issues to the root cause and use that information to develop and track improvements, eliminating recurring issues and improving our overall results on our customers’ behalf.

Our commitment

Simply stated, enterprise-class service requires that we work every day to ensure our customers’ success and to improve their results as a partner by efficiently and productively implementing our products and solutions.

Douglas A. Wood is Senior Vice President for Customer Success & Operations at Advisor360°, ensuring customers have a true partner and the service and support they need to achieve anything.