Your Success Is Our Success: OmniUpdate's Approach to Customer Service

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Content Management

Your Success Is Our Success: OmniUpdate's Approach to Customer Service

good customer serviceEvery web content management system (CMS) provider talks a good game when it comes to customer service, but here at OmniUpdate, we realized a long time ago that talking is different from delivering. In fact, we exist solely to make our customers successful—without satisfied customers, we’d be out of business.

Great customer service begins with great employees. We take care to vet each person who comes to work at OmniUpdate—not only for their expertise in certain areas that can help enhance our products, but for their approach in working with fellow employees. People who genuinely seek out ways to help coworkers and step in when colleagues become swamped with responsibilities are team players. This is an inherent trait that can’t be coached. Our employees show up to serve.

As a result, their game plan is the same for customers. OmniUpdate employees understand that helping customers be successful makes us all successful.

A typical example of this can be found with our new customer The University of New Haven. After their implementation was completed in 2017, Matt McCullough, their Director of Digital Services, wrote to praise the dozens of OmniUpdate employees who worked on their project to make it a success.

“In fact, our site worked so well in the second half of our latest admissions process that we can at least partially credit it for an all-time record first-year class for our institution—at a time, as you know, when enrollments in the Northeast are falling at most schools,” McCullough said.

Listening to customers is another hallmark of great customer service. In the same way that a team must learn to play together to be successful, the same goes with a CMS provider and its customers. The people who use our OU Campus CMS on a daily basis have unparalleled insight into our product’s strengths—which means that they can provide us feedback on how to make it even better.

To better understand our customers’ needs, we are constantly conducting focus groups and reaching out to customers about their user experience. Likewise, we provide an active online community for peer-to-peer interaction and host the industry’s largest higher ed conference annually to showcase new features and keep our customers abreast of trends and news in higher education.

Quality customer service is also measured by positive word of mouth. Satisfied customers are excited to talk about their experiences with OmniUpdate, and frankly, they make our job easier. CMS companies that talk about themselves are perceived as “selling,” whereas customers who talk about their CMS provider are perceived as mentors since they speak from personal experience. These customers become our team’s cheerleaders—loyal brand ambassadors who brag about OmniUpdate to their peers in higher ed.

Gold Stevie AwardIt also helps if the company’s customer service efforts are recognized throughout the industry. OmniUpdate has a customer satisfaction NPS score that’s twice the industry standard. We have also won a Customer Sales and Service World Award and eight Stevie® Awards for Customer Service Department of the Year, including a Gold Stevie in 2018.

Finally, both a consequence and trait of great customer service is customer retention. Happy customers don’t shop around. They provide us with the best kind of advertising—word of mouth—and they offer suggestions and insights that we then use for product improvements. While we work hard to attract new customers, we work even harder to keep our existing ones.

Interested in experiencing OmniUpdate‘s customer service for yourself? Get in touch today.

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Lance Merker

President and Chief Executive Officer

Lance has been President and CEO of OmniUpdate since 2001. His passion for OmniUpdate is infectious. It's that passion and his leadership power that has made OmniUpdate the market leader it is today. When Lance isn't leading the top higher education CMS family, he enjoys spearfishing and eating seafood – lobster is his favorite!

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