EHS compliance software is all the rage in modern businesses, with every industry looking to implement impactful digital transformation initiatives. Finding the best EHS software is only the beginning because you also have to onboard your organization. If you’ve already decided to start digitizing your program but want more information on how to do it successfully, check out our latest Coffee & Compliance webinar, where we talked to one of our amazing CSMs to discuss what that transition looks like.
The onboarding experience can make or break your implementation success because a team that doesn’t know how to use a tool will eventually resort to their old processes. Two keys to a successful digital transformation with EHS compliance software are good Customer Success Managers and good Solutions Engineers. A Customer Success Manager (CSM) is your go-to person responsible for ensuring success throughout your journey, from onboarding to continued support after implementation. A Solutions Engineer (SE) is the person who knows the nitty-gritty details of the software’s capabilities and how to tailor the product to meet your unique needs.
Implementing new processes can be challenging even if the new process will be easier and more beneficial in the long run. Fortunately, a good CX team will be able to make the transition as painless as possible.
If you rely on traditional processes like paper forms or spreadsheets, consolidating that data can take time. A good CX team will be well-equipped to help you gather and upload all required documents and make it as painless as possible.
Some employees might have difficulty adapting to digital processes. Your software should be simple to use and include customized training to show individuals how they can use different tools to accomplish their tasks.
Things like pencil-whipping or missed corrective actions can create gaps in compliance. A highly specialized CX team will know how to find those gaps and will train you on how to develop insights that align with your business goals.
So, how can you see the quality of a company’s customer journey before signing that annual contract? By asking questions like these during the sales process, you can find out if a software vendor actually values their customers’ success: