By Jennifer Fray As head of client services for Cytiva, I encourage our service professionals to forward comments they receive from clients on a day-to-day basis. We actually get quite a lot of positive feedback and we use this feedback for recognition and training. The latest batch was sent around recently and it got me thinking about the SERVICE component of “Software as a Service.”
Software as a Service, or SaaS, is becoming a larger and louder buzzword these days as more companies look to this type of software for any number of applications. SonicRecruit provides this platform, and our clients love the fact that we can custom configure SonicRecruit software to fit virtually all of their applicant tracking, onboarding and performance management needs.
At SonicRecruit we can easily toot our horn about our software because we’re so proud of our products. Having a great product is one thing. We certainly wouldn’t be holding our own in the marketplace without a great product. More importantly, I feel the backbone of SonicRecruit is made up of unbelievably talented and dedicated professionals who whole-heartedly believe in these products, which makes providing our customers with unparalleled customer service an easy thing to do.
In the world of SaaS, there’s a lot, if not too much emphasis placed on the hosting and delivery of the software. While part of the “service” in SaaS is the actual software delivery, the other part is the “service” that goes along with that delivery. One of the biggest benefits of SaaS is that the company who delivers the software to you is also responsible for servicing you as a client – throughout the duration of subscription. So, the logical question is, just how well do your SaaS vendors service you as a client?
Here’s a sample of what Cytiva clients say about the service they receive from their SonicRecruit team members:
“Cytiva was very helpful and quick to respond to any issues and/or questions we had. Their support and customer service is second to none. To date, Cytiva’s entire team has been nothing but proactive, helpful and quick to respond. Their level of professionalism is also excellent.” -Nancy Johnson, City of Burnaby, Canada
“Tim, just a note to thank you and your team for the quick turn around of stuff this week and for all your support! Things went great today.” –Roberta Hannibal, Mazda North America Operations
“Laurie and Chandra, that is awesome! I’m always so impressed with you two! It’s always a pleasure working with you both!” –Colleen Hanke, Athena Health Inc.
“Laurie, you are terrific and we are lucky to have you on our team.” –Jim Robertson, Actel Corporation
“Greetings Laurie, seldom does one get to work with someone as willing as you are, rewarding is the best way to describe it.” –Fernando Ramirez, StarTek
“Hey Chandra! Shawnda is the greatest, and you have been too.” – Susan Robinson, Phelps Dunbar LLP
“Eric is bending over backwards for us and jumping through hoops for us and we appreciate it.” –Nancy Suhoza, Tremco
“Hi Laurie, I always find it very informational when we talk and you have been the most supportive and helpful account rep I have dealt with from various companies.” – Jacki Vachow, ProQuest
These are the kinds of comments we work hard for. We like to believe that these are the kind of comments clients envision writing when they sign multi-year SaaS agreements. As a provider of applicant tracking, onboarding and performance management solutions, we put a lot of effort into our service and custom-configuration because that’s what sets us apart from our competition. And it’s comments like these, and the many case studies from happy clients that let us know whether we’re on track. Nice work, team.
