By Erin King, equivant Supervision + Pretrial Customer Success Manager
Customer experience, sometimes known as CX, refers to the overall interaction a customer has with a company throughout their entire journey. It encompasses every touchpoint, from initial awareness of the organization and consideration of the solution to the purchase, use of a product or service, and beyond. Ultimately, a positive customer experience equates to customer satisfaction – which is integral to our mission at equivant Supervision and Pretrial.
At its core, a positive CX is about meeting and exceeding our partners’ expectations. It involves understanding your needs, preferences, and pain points. We strive to create seamless, enjoyable experiences that leave a lasting, positive impression. This includes aspects like user-friendly interfaces, responsive customer support, and personalized interactions.
So, what can (and should) you expect from your Customer Experience at equivant Supervision and Pretrial?
Data-Driven Decisions and Adjustments
Just as our partners are relying more and more on data, we, too, look at the data to inform what and how we do everything. Our Customer Care Team sends a one-question satisfaction survey after each ticket is closed – to gather real-time feedback about how we did. In addition, we survey our partners annually, using direct feedback from the customer base during departmental reviews to ensure we are hitting all the marks across the organization, and adjusting whenever we fall short.
Active Listening
We pride ourselves on being with you throughout your entire journey.We conduct listening sessions to better understand how to improve our products and services And, we want to hear about your pain points – in or out of the software. There may be a solution that is on our roadmap or a new idea to envision. Some of our best development work comes from the suggestions our end users provide. We take those ideas and turn them into enhancements and new features, creating a system that works seamlessly and efficiently with and for the agencies we serve.
Innovation and Reinvention
We are never satisfied with the status quo. We are always looking for ways to grow and improve.Over the past few years, we have significantly changed our User Interface and made many enhancements to improve the end-user experience. In addition, we launched new websites and an updated Customer Care portal to provide you with detailed access to what you need to know about us, our software, and our services. While we initially launched our Customer Advisory Board (CAB) in 2021 during the revision of the standard COMPAS, we plan to expand that concept in 2024 to include a more regular meeting cadence to showcase Northpointe Suite features and enhancements, and receive feedback on our product offerings.
Personalized Support
Since we were in your shoes as Probation and Parole Agents, Pretrial Officers, Supervisors, and Administrators, we have an advantage in understanding how vital it is to have a system that supports the work you do. Our Professional Service Teams tailor our approach to meet your needs – throughout your planning and implementation of a project, we collaborate with your teams. Once your project is complete, our experienced and professional Customer Care Team is available and responsive to any issues or questions about the software. Plus, as your Customer Success Manager, I am your inside advocate. I stay connected to you and your team, maximizing your investment with the Northpointe Suite software.
Any company can build software. It takes an exceptional company to create a premium customer experience. If you have any questions about equivant Supervision + Pretrial’s customer experience or solutions, please contact us.
