Adding the human touch to our compliance software
After 20 years in this business, we know that when our customers win, we do too. It’s not enough to supply tech that drives compliance and simplicity. We’ve developed and implemented a programme that provides structured onboarding, data analysis, regular check-ins and tailored training.
The programme will see us working alongside your organisation to help define and achieve its goals and support you at every stage on your compliance journey, in turn amplifying the value you get from CSVUE.
Here’s how it works:
Structured onboarding
New CSVUE customers will go through our tailored onboarding process. This helps them get up and running quickly and with confidence. They’ll get live training sessions and be supported with detail resources. The value in this process is in the tailoring – we work to understand how much more you could be doing with your compliance management.
Leveraging CSVUE’s GRC maturity index
Whether you’re a new or existing customer, we’ll work alongside you to move you along the stages of the GRC maturity journey. Based on nearly twenty years of supporting organisations with complex compliance needs, it’s designed to help companies better understand their GRC maturity and where they should set their aspirations. Depending on your organisational context, these outcomes may include reduced reporting errors, faster approvals or better audit trails. To deliver these outcomes requires a mix of people and technology. You may need deeper integration between systems or enhanced tech capability, for example. Effective and efficient use of the technology is key, too, with your team potentially requiring engagement or training. The processes built around the Index will result in a customised roadmap of the steps needed to move your organisation towards the next level of sophistication.
Check-ins and accountability
Regular check-ins with CSVUE experts will help you evaluate your progress, while identifying new challenges and opportunities for improvement. A comprehensive annual review will measure improvements in GRC processes, update your position on the GRC maturity index and establish a focus for the upcoming year. Shared dashboards and regular communication will give customers direct access to CSVUE experts – you can ask questions and get ongoing, proactive guidance. You’ll have help anticipating and troubleshooting issues before they impact your progress. We’ll also support you to implement any measures needed to maximise opportunity and get the most from the platform.
Tailored support and training
Having the plans in place is only valuable if you’re resourced to put them into action. If your organisation is slow to meet its goals or requires additional support, we can step in. We can develop a tailored support plan using our broad understanding of your organisation and expanded resource library. We may recommend and help implement targeted training to upskill users, offer access to best practice guides and tutorials, or help refine compliance workflows. Meanwhile, custom integrations can address technical barriers and our tiered plans mean you’re only paying for the support levels you really need.
Enhanced platform performance
Our clear feedback channels will ensure customers have an active role in shaping CSVUE’s future. You’ll be asked to share your successes and challenges in surveys at key milestones. This feedback will be bolstered by insights gleaned from our platform monitoring – anonymised data will deliver details on how customers are using the platform. Together this information will directly impact the software’s roadmap – we’ll be able to build CSVUE to best suit you. It will also allow us to anticipate and resolve challenges before they impact operations.
Investing in our own continuous improvement
Helping our customers to always improve means we have to as well. We’re investing in technology to automate routine tasks and provide deeper customer insights. It will also keep our teams informed, aligned and free to focus on what matters most: our customers. Internal metrics will help us see how well we’re delivering on our promises. We’ll measure customer retention, NSP data and time to value – that is, how quickly our customers realise value from the platform. This data will guide regular reviews and refinement of our practices to ensure our services evolve in step with our customer needs.
Celebrating success
Sharing our customers’ successes isn’t just about showcasing the real-world value CSVUE delivers. It will also celebrate and highlight the achievements of our most successful customers, inspiring others as to what could be possible.
Ensuring success, not just adding software
Our success programme safeguards and amplifies what’s always worked and sets systems in place to ensure we continue to deliver value. Structured onboarding and ongoing support and training, underpinned by our GRC Maturity Index, will empower organisations to navigate their compliance challenges effectively and efficiently. By investing in our own development, we ensure our support and advice are industry-leading, while valuable feedback and collaboration mean every platform enhancement is ideally aligned with customer goals.
The customer success programme is, in short, an acknowledgement that we’ve never been just a tech company to our clients – we’re a partner.
