Putting the Customer First Earns Hubspan an “A” in Customer Service
Posted by Margaret Dawson on December 21, 2010
Every year, we survey our customers and other members of our global integration community to see how we are doing from a service perspective. As our cloud integration platform is delivered as a managed service, our customers depend on Hubspan as an extension of their own organization. Many times the B2B businesses processes we are integrating are business critical for our customers and their communities.
As we announced today, for the second year in a row, we received high scores (in the mid to high 90’s) for overall customer satisfaction, service reliability, communication skills, understanding of customer needs and other areas. The companies that responded to the survey rated Hubspan’s client services as excellent, and gave us an overall customer satisfaction rate of 95%.
In many ways, I feel like we are eating our own dog food when it comes to customer relationships. At Hubspan, we truly believe that companies are rewarded for doing business their customer’s way. And in fact, we saw firsthand among our own integration community how companies experienced increased customer retention, revenue growth, improved gross margin and other direct business impact by doing business their customers way.
One key way of doing this is through customer integration, where you allow your customers to conduct B2B commerce with you from their existing applications, while enabling them to also leverage existing business processes, work flows, security policies, compliance mandates and other business rules.
Loving your customer and helping them do business their customer’s way may sound old fashioned, but it’s still what customers want, and it still leads to an improved top and bottom line. Not rocket science, but it’s nice when technology can make great customer service even easier.
Tags: Cloud Integration Platform, customer integration, customer service, integration services
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