How to engage with Redwood Software’s Customer Success teams
So you’ve invested in a Redwood Software solution. Now what?
You’ll never have to ask that question when you take advantage of our robust Customer Success programs and services. As a Success and Support team member at Redwood for almost 10 years, I can confidently say you’ll have a first-rate experience as we strive to be a valued partner in your success.
To start, it can be helpful to understand how our team is organized. Here, I’ll share the various functions of Redwood Customer Success and when to contact each team.
Pillars of Customer Success at Redwood
Redwood’s vision is to unleash human potential by giving you the freedom to focus on more than repetitive tasks. To support you in using our products to drive strategic efforts, we’ve set up Redwood Customer Success to be multifunctional and partner with you throughout your entire journey. From implementation to troubleshooting to learning how to get the most from our automation solutions, our team is here for you.
We provide comprehensive assistance across four pillars of Customer Success.
Customer Success
For standard onboarding, you’ll interact with our Customer Success team. Along with applying proven implementation methodologies, this team provides guidance and helps you optimize time-to-value. In every interaction, we offer guidance for your use cases and best practices for your automation solution to help you maximize the return on your investment.
As you progress and your users become more comfortable using Redwood products, we continue to engage by performing periodic health checks, advising on upgrades, informing you about best practices, sharing how other customers have tackled similar challenges and being a starting point for navigating Redwood products.
When to contact Customer Success
- You have a question about product functionality, e.g., “How do I …”
- You’d like us to review your configurations to ensure you’re following best practices and mitigating risks.
- You want to upgrade or use case guidance.
Professional Services
If you are implementing new Redwood products and need help with configuring, installing or integrating, engage with our Professional Services team. They’re the ones who create a custom implementation plan for your initial launch and, if necessary, migration or when you request specific deliverables.
This team can also act as functional consultants, freeing up your staff for key automation initiatives and maximizing your ROI.
When you may need Professional Services
- You’re starting a new automation project and want to plan for success with qualified Redwood experts.
- You want personalized enablement or on-the-job coaching for your existing team or after a significant business change such as a merger or acquisition.
Support
Once you’re up and running, you need to know you have quick, reliable answers at your fingertips when you encounter problems or have a question. Redwood’s Support team can be available 24/7/365 for technical fixes and peace of mind. In our support portal, you’ll be able to track the real-time progress of your tickets.
When to contact Redwood Support
- You can’t access the platform, but you have verified your own network status.
- You’re unable to perform an action you could previously do in your Redwood solution.
- You’ve encountered an error or what appears to be a bug.
- You’d like to suggest a product enhancement.
Education
In addition to our initial product training, we offer easy-to-access product documentation and learning tools for you to drive outcomes with Redwood’s automation solutions.
How to access Redwood learning opportunities
- Visit our documentation portal to learn more about the product(s) you use.
- Explore Redwood University for on-demand training and certification programs. Redwood customers can register here.
Got feedback or suggestions for the Redwood University team? Let us know what you think by completing this suggestion form. Your feedback helps us improve Redwood University for all customers.
TIP: Not sure where to begin? Email the Customer Success team for guidance.
3 top tips for success with Redwood products
All of us in Customer Success at Redwood want you to feel fully supported in reaching your automation goals. Here’s my best advice for utilizing our expertise to be successful.
- Take full advantage of onboarding resources. Our training and personalized interactions are second to none in the automation software industry. We develop a comprehensive plan to get your technical and business users up to speed as quickly as possible.
- Talk to us. Don’t be shy! We’d rather you reach out with a question or concern than stay in the dark and risk getting frustrated. We learn as much as you do from our conversations, so use our many resources, get in touch when you need to and be vocal with your feedback.
- View Redwood as your partner. You chose us for a reason, and we’re here to not only exceed your expectations but participate in the automation journey with you.
Learn more from fellow customers
One of the best ways to improve your outcomes with new technology is to learn how others are using it. There are a few easy ways to get inspired by fellow Redwood customers:
➡️ Read our blog series, The Automationist.
➡️ Watch customer webinar replays to learn about use cases.
Have a question? Reach out via email to [email protected].
About The Author
Melodi Shaalan
Melodi Shaalan is a self-proclaimed tech support junkie. Her experience in Regional Application Support at Mars, Inc. and as a Support Lead at a pharmaceutical software company equipped her with firsthand knowledge of what it's like to be on both sides of a support issue.
Melodi joined the ActiveBatch by Redwood team in February 2015. Her titles have included Technical Support Engineer, Technical Support/Professional Services Lead, Product Trainer, Customer Success Manager and Customer Success Team Lead. She holds the honor of having been ActiveBatch’s first Customer Success Manager.
Melodi spends her spare time positively influencing children in her community. She is a dedicated foster mother and leads her town's recreational soccer program — despite her limited knowledge of the sport.
