We’re pleased to introduce Helen Luty, Head of Customer Experience, in the next installment of our ‘Meet the Team’ interview series.
- Q: What does your role entail?
I have a wider role across the Landmark Information Group, managing Customer Service and working with Customer Success to ensure that we provide the best customer experience possible. Within Ochresoft, I manage the Customer Relationship Team, the Onboarding Team and the Support Team, although I have brilliant Team Managers in place to help me with that. I also currently act as the Relationship Manager for our Top 25 customers.
- Q: When considering your career at Ochresoft, what are you most proud of?
When I joined Ochresoft we were a reactive organisation and the purpose of my role was to turn that around; with my fantastic team we have certainly done that. Each customer now has a dedicated Customer Relationship Adviser/Manager with account reviews, check-ins and training discussions.
We have implemented relationship management at a technical level for our larger customers too, enabling their IT Providers/Contacts to have a point of contact within our Support Team. Our customer engagement levels have never been better which I’m proud of, but we’d still like to do more.
- Q: What do you most enjoy about working at Ochresoft?
I love the relationships that I get to build, both with our customers and our team. Everyone is united in the same ambition, to make our customers lives easier through their use of Intelliworks.
- Q: When you are asked to explain what you do for a living, how do you sum-up your role in one sentence?
I lead teams of great people who work hard at providing fantastic customer service, I encourage them to innovate and find ways to improve what we do when we can, and I celebrate with them when we get it right.
- Q: What do you believe is the key reason customers enjoy using Intelliworks?
From the feedback I receive from our Top 25 customers, they love the fact that the workflow is intuitive, that it leaves no room for error, that it reduces their risk massively and that they know it will be updated with new regulation, law and best practice on their behalf. It’s unwaveringly dependable.