Customer Success: expanding our support hours in North America with our new office in San Francisco
Enable is pleased to announce that our Customer Success team are now up and running in our new offices in San Francisco! Founded by entrepreneurs Denys Shortt OBE and Andrew Butt, Enable has seen rapid growth in the last 2 years since the launch of our rebate management software which helps suppliers, distributors and wholesalers to drive mutually profitable growth, while improving cash flow and reducing risk. With North America becoming our fastest-growing market, the ability for the Customer Success team to expand our support hours and onboard new clients onto the product could become increasingly challenging. At Enable, we believe that our clients in North America shouldn’t have to wait until the following working day to get a response to their support request. Rather than being reactive, we prefer to be proactive. That’s why we have set up a new office for our Customer Success team in San Francisco. This month we started with our first two San Francisco team members. We're actively hiring to grow the team in California. A key part of their role is to work in close collaboration with their UK colleagues in the Customer Success team and provide direct assistance to our clients via our support hub, email and inbound calls. The US team is also on hand to help with the onboarding of new clients based in North America through online workshops, screen sharing and site visits. Chris McCarthy, Implementation Lead comments: "Offering support from both the UK and US makes it much easier to progress our client onboarding projects. Not only do we have a full day for calls and workshops, but our UK team can continue supporting onboarding activities whilst we sleep."
US-friendly support hours
One of the main benefits of having a Customer Success team set up in San Francisco is the extended support hours that we will now be able to offer our North American clients. They won’t have to wait until the following day to get a response or get an update on a current support ticket from the Customer Success team. This leaves our clients in North America safe in the knowledge that their support requests are being dealt with efficiently and promptly. Heline Deconinck, Head of Customer Success comments: “We’re extremely delighted that our clients in North America will now be provided with a full day of support from the Client Services team.”
24/7 support hub access
Outside normal working hours, all of our clients also have access to our online support hub which hosts our flexible Cello ticketing system and the ability to track the status of ongoing projects. With 24/7 access, our clients and team members will be able to access the Support hub from any device, at any time.
A significant milestone for Enable
2019 was an exciting year for Enable, and the opening of our new office in San Francisco marks another significant milestone for us. Enable is always striving to create new and innovative ways to improve the overall user experience for our clients. By expanding our support hours, we can help to meet our clients’ needs and expectations as they evolve and improve their ongoing support experience.
The Customer Success team are now available Monday to Friday, between the hours of 08:00 - 01:00 (GMT), 03:00 - 20:00 (EST), and 00:00 - 17:00 (PST) and they can be reached by emailing email@example.com or calling 03303 112 606.