The client experience is defined as the customers’ overall perception of their encounter with a business. Companies who successfully implement a client-centric service strategy achieve higher satisfaction rates and reduce churn driven by their focus to provide the best possible service for their customers.
Our Commitment to Clients
According to a study done by American Express, 86% of customers are willing to pay more for a better experience, supporting the notion that a successful service and support strategy is the key to retaining clients. Banyan Technology’s client-centric approach to account management and business growth has helped us keep our client churn well below the industry average of 5-7%. Our service model consists of three key components to ensure successful client experiences.
- Defined and proven success process for onboarding
- Dedicated service and support
- Ongoing client collaboration
Defined Onboarding Process
Through ongoing engagement, partnership and involvement, the Banyan culture focuses on our clients as the top priority and an integral part of our service offering. In our client onboarding process, we leverage our dedicated teams to ensure success and understand that not all clients are created equal, which is why we create a customized end-to-end onboarding process for each client to ensure their maximum success.
Ongoing Service and Support
Arguably the most critical element to ensure a great client experience is the ability to provide ongoing service and support and be available when the client needs us. At Banyan, we care about how we interact with clients and are dedicated to their success. For example, our Client Success team is available to assist clients when they need them. In addition to responding to their needs, the team gathers information on technical problems, user preferences, and satisfaction to help us evolve our system.
Additionally, our Solution Specialists identify and connect our clients with features in the LIVE Connect™ platform that would benefit their organizations by saving them time and money.
Lastly, we use client feedback to develop an in-depth understanding of their evolving needs, which helps us collaborate with them to develop new features within our LIVE Connect system. As they grow and change, we can scale and adapt our technology to ensure a seamless evolution.
Did You Know?
Banyan Technology is more than just a less-than-truckload (LTL) rating and tendering provider. We also have innovative solutions that can connect you to the largest list of carriers in truckload, final mile, and parcel, as well. Find out more about all of the features in LIVE Connect that help ensure an overall excellent client experience.
Contact Banyan Technology today to learn how we are committed to your success in the supply chain.