Have you ever felt let down by a post-sale customer service experience? One of the biggest turn-offs as a customer making a significant purchase decision is feeling like you’ve been left out in the cold as soon as the transaction goes through.
Perhaps you worked with a fantastic sales representative, who made you feel supported and valued through every step of the journey, but once you put pen to paper and signed the dotted line, support is suddenly nowhere to be found.
Sound familiar?We’ve talked to many schools, and this is one of the key reasons why their teams are apprehensive about taking on a new online admissions system like Funnel — even if they know that deep down, it’s what’s best for their team (and their community).
Other barriers we hear that pop up along the way include a lack of resources, limited technical skills within teams, navigating change management, or simply feeling overwhelmed by taking on a new tool. Not to mention the staff training that will come with it.
But here’s the good news: we don’t believe in selling you a new tool and sending you on your way. That’s just not how we do things here at Digistorm. We support our clients from sales to implementation, onboarding — and beyond! And we stick by your side for your school’s entire journey with Digistorm.
So, without further ado, let’s dive into four key ways we support our new and existing Funnel users.
1. A smooth and simple training process through Digistorm University
To help clients get familiar with our products, we've created an online learning platform called Digistorm University. Within it, you'll find Funnel Fundamentals!
Funnel Fundamentals is a series of videos, quizzes and additional learning opportunities that you and your team will get access to during onboarding.
Free for all Funnel clients, these self-paced learning modules are designed to help you learn the basics in the beginning and master new modules later down the track, ensuring you get the most out of the platform.
2. Access to a dedicated team of experts
Throughout your new project onboarding process, you’ll gain access to our A-Team of Funnel experts. You'll have a dedicated Project Manager, Onboarding Specialist and be assigned a Client Success Manager, who’ll be your go-to source of information once your new Funnel system is live.
Your Onboarding Specialist will get things started with a kick-off meeting while our Project Manager is busy working behind the scenes to learn more about your school and its technical requirements. From here, we’ll map out your ideal enrolment pipeline, scope out everything required for the project, and assign one of our talented developers to start building your new system. Then, while the developer is working their magic, your team will begin learning all of Funnel’s ins and outs.
"For us, Onboarding is more than just learning how to use Funnel; it's building a foundation for a confident and productive relationship with Funnel and the teams that use it. The measure of a good onboarding experience is when we see the least confident team member at the school come through onboarding feeling excited about using Funnel and confident that we’ll be right there to catch them, every time."
Georgie O’Neale, Digistorm’s Funnel Onboarding Specialist
In short, we promise that you’ll never be left to your own devices to figure out how Funnel works. We’ve intentionally created a comprehensive onboarding process to ensure that you know your way around Funnel like the back of your hand. Your Client Success Manager will also be in touch to perform regular health checks and make sure you’re hitting your admissions goals.
3. Regular community events and training
So you’ve been set up with your new Funnel system, have learned how to navigate it like a pro — that’s it, right? No, there’s more! Building our community is also a key focus for us. We like to connect our 3000+ like-minded K-12 admissions professionals who use Funnel every day through a mix of virtual and in-person events. From user meet-ups around the country to focus groups, dedicated newsletters, product feature Q&As, and online feature training webinars, there’s always something new to learn about Funnel.
“We love connecting with our school community at our events. Besides networking with other schools, our schools tell us that it’s a great way to get hands-on experience using new features and learn some new skills in a friendly, social environment.”
Timo Nieuwoudt, Head of Marketing at Digistorm
We also love to hear from our community about what they’re interested in learning about. So each year, we run a couple of surveys to understand which features are most important. This helps us prioritise and create new content and resources to support our community better.
4. Brilliant technical support you can rely on
At the core of any good company is an even better support team. Creating an industry-leading product is all well and good, but if you don’t have a highly-skilled, responsive, and friendly support team to back it up, customer trust and satisfaction is guaranteed to drop.
“We’re proud to offer support that makes our schools feel like they’re dealing with an extension of their team. We aim to be accessible and empathetic. Software can be exciting for some but super daunting for others, so our human approach supports however our customers are feeling.”
Monica Gill, Customer Experience Manager
At Digistorm, we’re proud to hear that some of our schools have described our support as the ‘best they’ve ever received.’ Our team works hard to ensure that we can keep response time low and solve most queries with one-touch whenever possible — no lengthy back and forth here. We’ve recently introduced a few new initiatives like our in-product Funnel live chat and keep a range of support articles up to date on our Support hub.
Oh, and did we mention that we’re a customer-led product, too? This means that the new features and modules we add to Funnel come directly from our client’s needs. We listen to your feedback and suggestions to create a specifically tailored product to help K-12 schools just like yours reach their goals.
So there you have it, three ways we make sure you feel supported when embarking on a new project with Digistorm. But, don’t just take our word for it, see what our schools have to say about Funnel.
“I’ve found the onboarding and training with Funnel to be very comprehensive and very helpful. I would rate their customer service as amongst the best I’ve received.
Marissa Brown, Director of Marketing and Community Engagement at St Andrew’s School