Onboarding Success and Support (OSS) Team
In the fast-paced world of business, a company’s success is often measured by its ability to attain and nurture in the world of customer service. Behind ATSER’s budding relationship with our customers, is a dedicated team whose efforts are pivotal to the company’s growth and stability. ATSER’s Onboarding Support and Success (OSS) Team works closely together to streamline the process. In return, this provides a unified and supportive environment for new and existing customers.
A Cohesive and Collaborative Team
At the heart of any successful onboarding team is a cohesive unit that values collaboration. Each member also provides a unique skill set. This diversity ensures that every aspect of the onboarding process is covered comprehensively. OSS Team Member, Adriana Zorrilla, stated she was inspired to join the team due to “several compelling factors”. At first, she was “drawn to the prospect of working under great leadership”. Zorrilla also went on to say that she saw this role as “a chance to make a tangible impact on the company by improving processes and ensure we exceed client’s expectations.”
A Well-Structured Onboarding Plan
In June 2024, our OSS Team implemented a new process with the onboarding of Yankee Engineering and Atlas Technical Consultants on the legacy ATSER applications. “So far, these customers have benefited by increased engagement and transparency”, stated Peter Tesarek, a member of the OSS Team. They also assist SMEs by assuming customer-facing interactions, allowing the SMEs to focus on Technical Construction Support, leveraging their in-depth construction knowledge. This also allows the SMEs to provide their valuable technical guidance and expertise to the internal teams, while still being available for necessary technical discussion with customers as needed.
Every Team Faces Challenges
OSS Team member, Hugo Rodriguez, said, “Bringing all the cards to the table and coming up with a poker hand of aces has been the most challenging process on this job, so far.” The team members are highly skilled and competent and work together as a unified team. This allows them to reach a new level of success. Initially, when they first began there were “communication gaps and resistance to teamwork”, admitted Rodriguez. The team has faced these challenges head on, acting as liaisons across departments which requires extensive coordination and commitment. As a result, this creates a dynamic that benefits both the team and our customers.
Roles and Responsibilities of an OSS Team Member
As the name implies, “the OSS Team walks the customer through onboarding, support, and customer success”, stated Tesarek. The team is crafted with people who are individually accountable for each major phase of the process.
- An Onboarding PM (Peter Tesarek) who guides them through our onboarding process of Discovery, Implementation, Training, UAT, and Go-Live.
- A Business Analyst (Apurba Rimal) who ensures that customers’ business requirements are captured and translated into system functionality.
- Training Specialists (Adriana Zorrilla & Hugo Rodriguez) that train super users on the use of our applications.
- A Support Team (Adriana Zorrilla) focused on technical issues and required enhancements to enable our customers’ processes after Go-Live.
- A Customer Success Manager (Judy Nichols) monitors our customers’ ongoing progress and usage after Go-Live.
The ATSER Difference
At ATSER, our OSS Team prioritizes innovation. Each new development is approached with the goal of challenging and revolutionizing standard practices in our industry. “This ethos drives the evolution of our flagship product, Manage-IT 2.0”, stated Apurba Rimal, a member of ATSER’s Software Development Team that works alongside our OSS Team members. A few of our exciting new features include AI-Powered Solutions, the empowerment of SMEs, and User-Configurability. Additionally, Rimal went on to say that we have “pioneered the integration of artificial intelligence in the world of construction management”. Lastly, he stated that our AI Helpdesk Assistant “enhances support by providing immediate and accurate responses and resolutions, improving overall user satisfaction and efficiency”. Additionally, with the Detailed Test Catalog feature and the Project Health Reports, ATSER remains at the forefront of construction management solutions.
A Personalized Onboarding Experience
Our Onboarding Support Success Team has a clear vision for getting “new customers up to speed quickly and in a timely manner so the customer is successful in using the product or service”, explained Judy Nichols, OSS Team member. She went on to say that specific skills are needed to achieve this. For example, excellent communication, patience, interpersonal skills, and exceptional writing skills.
The Future is Bright
Glenn Hazel, an OSS Team member, explains that ATSER’s new customers are “enthusiastic” about experiencing our software. The OSS Team has made it their mission to “enhance the enthusiasm” through many avenues. This includes organized and predictable onboarding process, engaging training, and flawless deployment. The goal is to “deliver ongoing comfort and satisfaction with exceptional technical support and proactive customer success experiences.”
“ATSER is happy to report our enhanced onboarding team is providing better customer service during the onboarding process. Our team is experienced and able to configure our industry leading solution to the customers’ needs.” Dr. Fred Martinez, ATSER CEO. Additionally, a hallmark of a successful onboarding team is their commitment to continuous improvement. This personalized approach to onboarding creates a valuable relationship with our customers and also paves the way for our industry.
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