The Process-based Mindset
So what exactly is “specialized” software support and training? The secret lies in a fundamental skill set of specialized support and training personnel. The best vendors focus on a process-based mindset, placing a premium on how their teams understand essential customer processes and workflow. “Being a subject matter expert is simply table stakes for us,” says Ralph Ivy, Director, Field Services at Dealer-FX. “It’s imperative that our teams understand how our solutions will impact current dealer processes and make expert recommendations on how to modify them to positively impact adoption. That’s why we call them Process Consultants.”
Ivy cautions companies in the consideration phase of digital service drive software to be aware that support, while necessary, is often viewed by the vendor as an expense that is costly to provide to customers. It’s therefore easily de-prioritized during budget tightening, outsourced to cheap white label providers with little to no tangible experience with the end product or provided only in low-quality online videos.