Ask ServicePower Experts: It's All About Customer Results

Ask the ServicePower Experts: Liza Solley, Vice President, Customer & Servicer Success

It's all about customer results.

The next Q&A in our series with ServicePower leadership, where our executives share a bit of their insight into some of the key issues driving their teams, is with Liza Solley, ServicePower’s Vice President, Customer & Servicer Success.

Liza oversees the Customer Success team, our global organization whose mission is to ensure the success of our enterprise customers, from initial white-glove support upon solution implementation to ongoing steady-state support. Each of her team members acts as advocates for their customers, interacting with almost all ServicePower departments on their behalf. Liza also oversees the ServicePower Servicer Success team for our SMB customers. 

What do you like most about your role at ServicePower?

Liza: Wow -- there are so many aspects of my position that I really enjoy, but I’d have to say the thing that gives me the greatest reward is seeing our customers achieve their goals and helping to work through their challenges. Field service has such a big impact on an organization – from brand reputation to its customers’ experiences – really critical aspects of the business. These all drive operational efficiencies and ultimately revenue and profitability – it’s truly rewarding to partner with our customers and contribute to their success. When a company embarks on a modernization or digital transformation effort, for example, that’s really critical to the overall business, and it’s exciting to be a part of that.

My Customer and Servicer Success Team here is full of dedicated, motivated, and knowledgeable professionals who share a fundamental customer-first lens. We all love what we do and are driven to deliver results for our customers – so that means every day is purposeful while also having fun. I also enjoy working closely with the entire ServicePower team and am lucky that my role requires my team to collaborate with just about every other department in the company in order for us to succeed. Similarly, I work closely with many people in our customers’ organizations, so I can learn from them as well.  And finally, working on and solving unique challenges (on nearly a daily basis) means there is never a dull moment.

ServicePower’s customers expect and deserve high value for their investment and faith in our solutions. Liza takes that high responsibility very seriously, and she couldn’t succeed without an exceptional team of Customer and Servicer Success Managers (CSMs and SSMs). As Phil Wainewright wrote for Diginomica, “Once clear KPI targets have been established, it’s up to the vendor’s customer success team to then work out the steps it can take to help the customer meet those goals. This will be a mixture of advice, guidance, and mentoring, as well as ensuring that the technology is doing the job it’s intended to do.”

It all starts with listening to customers. Listening, discussing, exchanging ideas, and only then coming to real-world solutions that fit the customers true needs and wishes. As Bob London, customer discovery and listening advocate, states, “customers and prospects are tired of too many slides, stats, and tightly scripted agendas that are all about you…you can’t effectively position the value of your solution if you don’t listen to understand what matters most to the customer.” 

There’s little room for error. But Liza and her teams, and ServicePower, wouldn’t have it any other way, always looking to deliver exceptional support for customers to ensure they succeed. PwC found that 17% of customers will leave after “just one bad experience.” Another 59% “will walk away after several bad experiences.” PwC noted, “if you think you’ll have plenty of time to get it right because you’re a beloved brand, think again.”

Liza and her team work tirelessly to eliminate bad experiences and deliver exceptional ones.

This laser focus on our customers’ success is a key reason they stay with ServicePower for the long haul. Indeed, ServicePower has a customer retention rate 56% higher than the industry average, staying with us for an average of 12 years.

Recent studies have found that almost 90% of companies say that the experience a company provides is as important as its product or services, and over 75% of B2B buyers want their vendors to be aware of their particular requirements and expectations. That’s why ServicePower’s CSMs participate in regular customer meetings, quarterly reviews, and more – they are an extension of their customers’ teams. 

Customer success is so important to ServicePower that we don’t charge for Customer Success like other field service management vendors. A dedicated CSM is included as part of our offerings. We won’t succeed if our customers don’t – so charging for the service makes zero sense to us.

All this leads to Liza’s end goal of delivering results to our customers. And making it fun and purposeful for her team makes it all the more enjoyable.

Looking for more insights? Download the free IDC White Paper: Field Service Excellence Drives Enhanced Customer Experiences and Outcomes.