Meet the Customer Success Team
Hello everyone! I’m Tom Hall, and I have worked at Access for the last 18 months, and worked at Volcanic for 4 years before the company was acquired by Access in February 2019. I remain a member of the senior leadership team at Volcanic, and in July I moved into a new role as Head of Customer Success for the Recruitment division at Access. This move has allowed us to combine the various Customer Success teams into one team, with a clear sense of direction and focus, putting customers at the centre of what we do. Over the coming months you will get to know the entire team, with all the characteristics which make us a fun and sometimes odd bunch!
I look forward to hearing your feedback, and helping you to continue your growth with Access.
Tom Hall
Head of Customer Success, Recruitment
What is Customer Success?
by Tom Hall - Head of Customer Success, Recruitment
The term Customer Success (CS) has many meanings in the world of tech and it is offered referred to as different things, such as Account Managers or even Customer Happiness Managers, but there are much more! At Access, we aim to be very clear about what CS means for our business, and why it is important.
First and foremost, it’s essential that our CS Managers ensure that our clients view us not just as suppliers, but as dedicated technology partners. We are here to help you to grow your company using the fantastic range of software that we supply to you.
How do we add value?
Return on investment is very important in all businesses, but even more important during the recent COVID-19 pandemic. The CS team ensures our clients are using our software in the most effective and efficient way to boost returns. We achieve this with one-to-one calls, pulling reports, giving you insights into how best to use the systems, running webinars, and many other engaging approaches.
So what?
If you do invest in a Customer Success Plan, you will not only unlock the true potential of your technology, but also have guaranteed supported when you need it. Redundancies have impacted many companies in recruitment, which means many of you are doing two or maybe even three different jobs. If you invest into a Premier Success Plan, you will have support from a named Customer Success Manager (CSM) who will run through reviews, and help you in the areas you need it most.
Download our Customer Success Plan Brochure here
If you are interested in making the most out of your CSP or would like to know more about them please feel free to reach out to your Account Manager or myself at [email protected].
Get Connected with your Customer Success Portal
by Michael Shillingford – Community Manager
Whenever you need help with your recruitment software, your Customer Success Portal is ready. Log in and start searching to get answers to your questions, join our buzzing customer community to connect with other recruitment professionals like you, find on-demand and live events designed to help you succeed – or even contact our support team if you need expert help.
Register for the portal or log in here.
Join our Community Manager, Michael Shillingford, for a 20-minute walkthrough of everything new in your Customer Success Portal at this year’s Access All Areas!
Session 1 – Monday 21st September at 11AM BST
Session 2 – Wednesday 30th September at 2PM BST
Useful Webinars
by Jason Pike, Customer Success Manager
Finding your registration process difficult in this new digital world?
Find out how recruitment agencies are registering and placing more candidates remotely, using our fully digital registration form and candidate portal. Build your own interactive ‘on demand’ demo here.
Access Recruitment CRM Masterclass: Get more from your recruitment software
Join Michelle Cundle in our product masterclass session focused on practical ways you can get more from your existing software with recently launched features and a preview of those coming soon.
Useful forgotten / unused features of Access RDB
Watch this webinar for quick tips and hints on how to improve your efficiency using RDB. In this webinar we cover some quick wins and overlooked tips.
The feature covered are:
- Fuzziness and what is it?
- Short cut keys to improve efficiency
- How to log notebook items quickly
- What is Auto match?
- Review list and how to send multi CV’s at once
Profile Product Masterclass: Discover how to get more from your recruitment software
Join Jay Ferdinando in our product masterclass session focused on practical ways you can get more from your existing software with recently launched features and a preview of those coming soon.
Access Pay & Bill Masterclass: Get more from your pay & bill technology
Join Ted Edwards in our product masterclass sessions focused on practical ways you can get more from you existing software with recent new features launched and coming soon.
Screening Product Masterclass: Discover how to get more from your recruitment technology
Join Adam Lindsay in our product masterclass focused on practical ways you can get more from your screening software.
Volcanic Masterclass: Get more out of your website!
Join Claire McMahon on 1st October at 11am, in our product masterclass session focused on practical ways you can get more from your Volcanic website to help boost your online presence, candidate attraction and client engagement.
Achieving Accessibility and Inclusion - Tools to Deliver on What’s Top of
Your Clients’ Agenda
Volcanic is partnering with Recite Me and Get-Optimal during National Inclusion Week to discuss this very important topic on accessibility and inclusion within the recruitment industry. Learn more about the tools you can use to ensure your agency is accessible and inclusive to tap into a broader talent pool and suit the needs of your clients. Join us live on 30th September, 2pm.
What is NPS and Why is Customer Feedback so important to us?
by Jason Pike, Customer Success Manager
The What?
Stick with me here in my explanation of what is NPS! When I buy an expensive product, something for a hobby or perhaps a holiday there are a few things I always do; ask friends for recommendations and look at online reviews. So if we think about that, anything positive our businesses do can be reversed by one bad review or bad recommendation – To devasting results. This is where NPS comes in. NPS stands for Net Promoter score. Which is a benchmark companies use to measure customer satisfaction and how likely they are to get a recommendation. This is based on the overall customer ‘feeling’ about a brand rather than a singular interaction. In this we can measure how likely a customer will recommend us to a friend / colleague / business. Therefore evaluating and helping to improve customer loyalty.
The Why?
Which leads us nicely onto why? Going on the above there are several obvious reasons. As a company, The Access Group is passionate about obtaining as much feedback as possible, this enables us to have a massive amount of data for all of our products which enables us in turn to make key changes individually to each product where change is needed. Without the eyes and ear of our customer we are blind. So please help us to help you by completing the bi-annual surveys we send you and why not complete some team ones too so we now how we are performing for you.
Meet the team within Access Recruitment: Tech Support for Access Profile, RDB and Recruitment CRM.
by Leon Flack, Support Manager
Hello! We are the Tech Support team for Access Recruitment.
Our Profile Tech Support team have an average length of service of 4.1 years, comprising of: 1 Support Manager, 2 Senior Technical Support Analysts and 7 Technical Support Analysts.
Our RDB/Recruitment CRM Support team have an average length of service of 3 years, comprising of: 1 Support Manager, 1 Principle Technical Support Lead, 1 Senior Technical Support Analyst and 7 Technical Support Analysts.
Our team supports multiple versions of our products across Access Profile, RDB and Recruitment CRM, including:
- Profile 2000, 9 series, 10 series and the Profile (11 series) on both in-house and cloud versions of the software.
- The browser software Access Recruitment CRM, RDB Pronet, Cloud i.e VO, Hybrid as well as RDB Mobile and cobweb emails.
Access Profile Support
- We are a 24 hour, 6 and a 1/4 days UK-based support desk covering customers on the all current Success plans (Classic 09:00 - 17:30, Standard 08:00 - 18:00)
- We start at 20:00 Sunday night and finish 01:30 the following Saturday morning.
- The core team work 09:00 - 17:30 with additional shift cover outside of these hours.
Access Recruitment CRM / RDB Team Support
- We are a 08:00 - 18:00 UK Based support team covering all current success plans.
We accept cases via phone and web portal, and at the point of case resolution we create KCS articles on the newest fixes that are instantly available on the web portal.